Ipocc User Interface En

Published on December 2016 | Categories: Documents | Downloads: 38 | Comments: 0 | Views: 700
of 364
Download PDF   Embed   Report

Documentation Guide IP Office Contact Center

Comments

Content





Using IP Office Contact Center
User Interface













Edition: 1.0
01/28/2014

COMPAS ID: 163731




©2014 Avaya Inc.
All Rights Reserved.
Notice
While reasonable efforts have been made to ensure that the
information in this document is complete and accurate at the
time of printing, Avaya assumes no liability for any errors.
Avaya reserves the right to make changes and corrections to
the information in this document without the obligation to
notify any person or organization of such changes.
For full support, please see the complete document, Avaya
Support
Notices for Hardware Documentation, document number 03–
600759.
For full support, please see the complete document, Avaya
Support
Notices for Software Documentation, document number 03–
600758.
To locate this document on our website, simply go to http://
www.avaya.com/support and search for the document
number in the search box.

Documentation disclaimer
“Documentation” means information published by Avaya in
varying mediums which may include product information,
operating instructions and performance specifications that
Avaya generally makes available to users of its products.
Documentation does not include marketing materials. Avaya
shall not be responsible for any modifications, additions, or
deletions to the original published version of documentation
unless such modifications, additions, or deletions were
performed by Avaya. End User agrees to indemnify and hold
harmless Avaya, Avaya's agents, servants and employees
against all claims, lawsuits, demands and judgments arising
out of, or in connection with, subsequent modifications,
additions or deletions to this documentation, to the extent
made by End User.

Link disclaimer
Avaya is not responsible for the contents or reliability of any
linked websites referenced within this site or documentation
provided by Avaya. Avaya is not responsible for the accuracy
of any information, statement or content provided on these
sites and does not necessarily endorse the products,
services, or information described or offered within them.
Avaya does not guarantee that these links will work all the
time and has no control over the availability of the linked
pages.

Warranty
Avaya provides a limited warranty on its hardware and
Software (“Product(s)”). Refer to your sales agreement to
establish the terms of the limited warranty. In addition,
Avaya’s standard warranty language, as well as information
regarding support for this Product while under warranty is
available to Avaya customers and other parties through the
Avaya Support website: http://support.avaya.com. Please
note that if you acquired the Product(s) from an authorized
Avaya reseller outside of the United States and Canada, the
warranty is provided to you by said Avaya reseller and not by
Avaya. “Software” means computer programs in object code,
provided by Avaya or an Avaya Channel Partner, whether as
stand-alone products or pre-installed on hardware products,
and any upgrades, updates, bug fixes, or modified versions.

Licenses
THE SOFTWARE LICENSE TERMS AVAILABLE ON THE
AVAYA WEBSITE,
HTTP://SUPPORT.AVAYA.COM/LICENSEINFO ARE
APPLICABLE TO ANYONE WHO DOWNLOADS, USES
AND/OR INSTALLS AVAYA SOFTWARE, PURCHASED
FROM AVAYA INC., ANY AVAYA AFFILIATE, OR AN
AUTHORIZED AVAYA RESELLER (AS APPLICABLE)
UNDER A COMMERCIAL AGREEMENT WITH AVAYA OR
AN AUTHORIZED AVAYA RESELLER. UNLESS
OTHERWISE AGREED TO BY AVAYA IN WRITING,
AVAYA DOES NOT EXTEND THIS LICENSE IF THE
SOFTWARE WAS OBTAINED FROM ANYONE OTHER
THAN AVAYA, AN AVAYA AFFILIATE OR AN AVAYA
AUTHORIZED RESELLER; AVAYA RESERVES THE
RIGHT TO TAKE LEGAL ACTION AGAINST YOU AND
ANYONE ELSE USING OR SELLING THE SOFTWARE
WITHOUT A LICENSE. BY INSTALLING, DOWNLOADING
OR USING THE SOFTWARE, OR AUTHORIZING OTHERS
TO DO SO, YOU, ON BEHALF OF YOURSELF AND THE
ENTITY FOR WHOM YOU ARE INSTALLING,
DOWNLOADING OR USING THE SOFTWARE
(HEREINAFTER REFERRED TO INTERCHANGEABLY AS
“YOU” AND “END USER”), AGREE TO THESE TERMS
AND CONDITIONS AND CREATE A BINDING CONTRACT
BETWEEN YOU AND AVAYA INC. OR THE APPLICABLE
AVAYA AFFILIATE (“AVAYA”).
Avaya grants you a license within the scope of the license
types described below, with the exception of Heritage Nortel
Software, for which the scope of the license is detailed
below. Where the order documentation does not expressly
identify a license type, the applicable license will be a
Designated System License. The applicable number of
licenses and units of capacity for which the license is granted
will be one (1), unless a different number of licenses or units
of capacity is specified in the documentation or other
materials available to you.
“Designated Processor” means a single stand-alone
computing device. “Server” means a Designated Processor
that hosts a software application to be accessed by multiple
users.

License type(s)

Heritage Nortel Software
“Heritage Nortel Software” means the software that was
acquired by Avaya as part of its purchase of the Nortel
Enterprise Solutions
Business in December 2009. The Heritage Nortel Software
currently available for license from Avaya is the software
contained within the list of Heritage Nortel Products located
at http://support.avaya.com/LicenseInfo under the link
“Heritage Nortel Products”. For Heritage Nortel Software,
Avaya grants Customer a license to use Heritage Nortel
Software provided hereunder solely to the extent of the
authorized activation or authorized usage level, solely for the
purpose specified in the Documentation, and solely as
embedded in, for execution on, or (in the event the
applicable Documentation permits installation on non-Avaya
equipment) for communication with Avaya equipment.
Charges for Heritage Nortel Software may be based on
extent of activation or use authorized as specified in an order
or invoice.


Copyright
Except where expressly stated otherwise, no use should be
made of materials on this site, the Documentation, Software,
or hardware provided by Avaya. All content on this site, the
documentation and the Product provided by Avaya including
the selection, arrangement and design of the content is
owned either by Avaya or its licensors and is protected by
copyright and other intellectual property laws including the
sui generis rights relating to the protection of databases. You
may not modify, copy, reproduce, republish, upload, post,
transmit or distribute in any way any content, in whole or in
part, including any code and software unless expressly
authorized by Avaya. Unauthorized reproduction,
transmission, dissemination, storage, and or use without the
express written consent of Avaya can be a criminal, as well
as a civil offense under the applicable law.






Virtualization
Use any one of the following: (whichever applies to Avaya
Password Reset Tool)

Option 1:
Each vAppliance will have its own ordering code. Note that
each instance of a vAppliance must be separately ordered. If
the end order customer or the Business Partner would like to
install 2 instances of the same type of vAppliances, then 2
vAppliances of that type must be ordered.

Option 2:
Each product has its own ordering code. Note that each
instance of a Product must be separately licensed and
ordered. “Instance” means one unique copy of the Software.
For example, if the end user customer or Business Partner
would like to install 2 instances of the same type of Products,
then 2 Products of that type must be ordered.


Third Party Components
“Third Party Components” mean certain software programs
or portions thereof included in the Software that may contain
software (including open source software) distributed under
third party agreements (“Third Party Components”), which
contain terms regarding the rights to use certain portions of
the Software (“Third Party Terms”). Information regarding
distributed Linux OS source code (for those Products
thathave distributed Linux OS source code) and identifying
the copyright holders of the Third Party Components and the
Third Party Terms that apply is available in the
Documentation or on Avaya’s website at:
http://support.avaya.com/Copyright. You agree to the Third
Party Terms for any such Third Party Components.

Note to Service Provider
The Product may use Third Party Components that have
Third Party Terms that do not allow hosting and may need to
be independently licensed for such purpose.

Preventing Toll Fraud
“Toll Fraud” is the unauthorized use of your
telecommunications system by an unauthorized party (for
example, a person who is not a corporate employee, agent,
subcontractor, or is not working on your company's behalf).
Be aware that there can be a risk of Toll Fraud associated
with your system and that, if Toll Fraud occurs, it can result
in substantial additional charges for your telecommunications
services.

Avaya Toll Fraud intervention
If you suspect that you are being victimized by Toll Fraud
and you need technical assistance or support, call Technical
Service Center Toll Fraud Intervention Hotline at +1-800-
643-2353 for the United States and Canada. For additional
support telephone numbers, see the Avaya Support website:
http://support.avaya.com. Suspected security vulnerabilities
with Avaya products should be reported to Avaya by sending
mail to: [email protected].

Trademarks
The trademarks, logos and service marks (“Marks”)
displayed in this site, the Documentation and Product(s)
provided by Avaya are the registered or unregistered Marks
of Avaya, its affiliates, or other third parties. Users are not
permitted to use such Marks without prior written consent
from Avaya or such third party which may own the Mark.
Nothing contained in this site, the Documentation and
Product(s) should be construed as granting, by implication,
estoppel, or otherwise, any license or right in and to the
Marks without the express written permission of Avaya or the
applicable third party.
Avaya is a registered trademark of Avaya Inc.
All non-Avaya trademarks are the property of their respective
owners, and “Linux” is a registered trademark of Linus
Torvalds.

Downloading Documentation
For the most current versions of Documentation, see the
Avaya Support website: http://support.avaya.com.

Contact Avaya Support
See the Avaya Support website: http://support.avaya.com for
product notices and articles, or to report a problem with your
Avaya product.
For a list of support telephone numbers and contact
addresses, go to the Avaya Support website:
http://support.avaya.com, scroll to the bottom of the page,
and select Contact Avaya Support.


COMPAS
This document is also available in the COMPAS database. The
COMPAS ID for this document is 163731.

Using IP Office Contact Center User Interface Contents • 3
Contents
About this manual 15
Overview: About this manual .................................................................................................. 15
Questions about this manual .................................................................................................... 15
Who is part of the target group? ................................................................................ 15
What kind of information is provided? ...................................................................... 15
What kind of information is not provided? ................................................................ 16
How is this manual organized? .................................................................................. 16
Which edition are you reading? ................................................................................. 16
Where can you find additional information? ............................................................. 16
How do you get a printed copy? .............................................................................................. 17
Prerequisites .............................................................................................................. 17
Printing the manual.................................................................................................... 17
Problems when printing ............................................................................................. 17
Getting to know the application 19
What is the purpose of the IP Office Contact Center UI application? ..................................... 19
What is IP Office Contact Center UI? ....................................................................... 19
Which topics do you, the user, have to read? ........................................................................... 21
Which types of users are there? ................................................................................. 21
Agent ......................................................................................................................... 21
Supervisor .................................................................................................................. 22
Administrator............................................................................................................. 22
Starting, pausing and exiting the application ........................................................................... 23
Which prerequisites must be met before you can use the IP Office Contact
Center UI application? ............................................................................................... 23
Which privileges do you have as an agent in the IP Office Contact Center UI
application? ............................................................................................................... 23
Choose a terminal ...................................................................................................... 23
Starting with the Taskbar ........................................................................................... 23
Starting with the Windows User Account ................................................................. 24
Taking a break ........................................................................................................... 24
Starting a break .......................................................................................................... 24
Ending a break ........................................................................................................... 24
When is a break denied? ............................................................................................ 24
Initiating a Break during the Wrap-up Time ............................................................. 26
Logging out ............................................................................................................... 26
Exiting the application ............................................................................................... 26
Changing the password .............................................................................................. 27
Changing the alias ..................................................................................................... 27
Structure of the IP Office Contact Center UI application ........................................................ 28
Title bar ..................................................................................................................... 28
Application icon ........................................................................................................ 28
Menu bar ................................................................................................................... 28
Menus and commands ............................................................................................... 29
Info Area ................................................................................................................... 31
Taskbar ...................................................................................................................... 33
Work area .................................................................................................................. 35
Using the Help function ........................................................................................................... 36
Starting the Online help contents ............................................................................... 36
4 • Contents Using IP Office Contact Center User Interface
Help during operation ................................................................................................ 36
Searching for a certain term....................................................................................... 36
Signing on to or out of from agent groups ............................................................................... 38
Select AG .................................................................................................................. 38
Signing on to agent groups ........................................................................................ 39
Signing out of agent groups ....................................................................................... 40
Working with profiles................................................................................................ 41
Displaying information about the IP Office Contact Center UI application ............................ 42
What information about MainFramework does the About dialog show? .................. 42
Displaying information .............................................................................................. 42
Customer service: Home module 43
Structure ................................................................................................................................... 43
Icons in the Taskbar................................................................................................... 43
General structure ....................................................................................................... 43
Menu bar ................................................................................................................... 43
Requirements: Privileges ........................................................................................... 44
Home realtime information view ............................................................................................. 45
Views in the Home module ....................................................................................... 45
Home File View tool bar ........................................................................................... 45
General properties of home realtime information .................................................................... 46
General tab ................................................................................................................ 46
Settings ...................................................................................................................... 46
Presentation tab ......................................................................................................... 46
Configuring home realtime information .................................................................................. 47
Working with home realtime information ................................................................. 47
Configuring realtime information .............................................................................. 47
What realtime information elements are available? .................................................. 47
Assigning home realtime information for other agents ............................................. 48
Customer service: Telephony module 49
Structure ................................................................................................................................... 49
Icons in the Taskbar................................................................................................... 49
General structure ....................................................................................................... 49
Menu bar ................................................................................................................... 49
Requirements: privileges ........................................................................................... 50
Telephony realtime information view ...................................................................................... 51
Views in the Telephony module ................................................................................ 51
Telephony File View tool bar .................................................................................... 52
General properties of Telephony realtime information ............................................................ 53
General tab ................................................................................................................ 53
Settings ...................................................................................................................... 53
Presentation tab ......................................................................................................... 53
Configuring Telephony realtime information .......................................................................... 54
Configuring Telephony realtime information ............................................................ 54
Configuring realtime information .............................................................................. 54
What realtime information elements are available? .................................................. 54
Direct call .................................................................................................................. 56
Assigning Telephony realtime information for other agents ..................................... 57
Structure of the contact bar ...................................................................................................... 58
Contact bar ................................................................................................................ 58
Contact information lines .......................................................................................... 58
Function bar ............................................................................................................... 60
Only contact bar displayed ........................................................................................ 61
Minimized view ......................................................................................................... 65
Contact bar configuration ........................................................................................................ 66
Configuring your own contact bar ............................................................................. 66
Configuring the contact bar for other agents ............................................................. 66
Contact bar configuration .......................................................................................... 66
Using IP Office Contact Center User Interface Contents • 5
How do you select telephone elements? .................................................................... 67
Telephone keys .......................................................................................................... 67
Making calls ............................................................................................................................ 70
Additional information on making calls .................................................................... 70
What is a Call Center call? ........................................................................................ 70
Answering a call ........................................................................................................ 70
If you do not answer a call ........................................................................................ 72
Ending a conversation ............................................................................................... 72
Calling a subscriber ................................................................................................... 73
Outgoing call center calls .......................................................................................... 74
Redialing ................................................................................................................... 75
Consultation calls ...................................................................................................... 76
Conference................................................................................................................. 77
Toggle ........................................................................................................................ 78
Transferring connections ........................................................................................... 80
Holding calls.............................................................................................................. 81
Requesting support .................................................................................................... 82
Requesting active support (Emergency) .................................................................... 82
Support from the supervisor ...................................................................................... 83
Using the phone book .............................................................................................................. 84
Opening the phone book ............................................................................................ 84
Phone book views ...................................................................................................... 84
Switching the view of the phone book ...................................................................... 84
Which address books can you use? ........................................................................... 84
What information does the telephone list show? ....................................................... 85
What information does the detail view show? ........................................................... 85
Searching for and calling a subscriber ....................................................................... 86
Entering a job code .................................................................................................................. 87
Which prerequisites have to be met? ......................................................................... 87
What are job codes used for? ..................................................................................... 87
Mandatory job code ................................................................................................... 87
Entering a job code .................................................................................................... 88
Using ACW ............................................................................................................................. 89
ACW .......................................................................................................................... 89
Extending the preset ACW ........................................................................................ 89
End of ACW .............................................................................................................. 90
Manual ACW ............................................................................................................ 90
DTMF ...................................................................................................................................... 91
DTMF ........................................................................................................................ 91
Qualifying calls ........................................................................................................................ 92
You have reached the correct subscriber ................................................................... 92
You have not reached the correct subscriber ............................................................. 92
You have reached a fax machine ............................................................................... 93
Information messages .............................................................................................................. 94
Information message statuses .................................................................................... 94
Messages from the Realtime information module ..................................................... 94
Messages about the connection ................................................................................. 94
Messages for telephony ............................................................................................. 96
Customer history and quick bar ............................................................................................... 97
About Customer history ............................................................................................ 97
Requirements for the customer history ...................................................................... 98
Properties of the customer history ............................................................................. 98
Configuring a customer history ............................................................................... 100
Using customer history ............................................................................................ 100
About quick bar ....................................................................................................... 101
Prerequisites for a quick bar .................................................................................... 102
Predefined quick bar with customer history ............................................................ 102
Usable Telephony elements in the quick bar ........................................................... 102
Configuring a quick bar ........................................................................................... 103
Using a quick bar ..................................................................................................... 103
6 • Contents Using IP Office Contact Center User Interface
Customer service: E-mail module 105
E-mail module ....................................................................................................................... 105
Properties ................................................................................................................. 105
Opening ................................................................................................................... 106
Structure of the module.......................................................................................................... 107
Illustration and explanation of areas on E-mail screen ............................................ 107
Menus and commands ............................................................................................. 108
Icons: Document status ............................................................................................ 109
Transmission job status (Outbox folder only) ......................................................... 109
Icons: Create new e-mail ......................................................................................... 110
Format, Font, Font size ............................................................................................ 111
Mailbox folders ....................................................................................................... 112
Processing status display ......................................................................................... 113
Action bar ................................................................................................................ 113
Agent status indicator .............................................................................................. 117
Email display area and processing area ................................................................... 117
Configuring mailbox folders .................................................................................................. 118
Available mailbox folders ....................................................................................... 118
Setting visible folders .............................................................................................. 119
Displayed columns configuration ............................................................................ 119
Sorting columns ....................................................................................................... 121
Changing the column width ..................................................................................... 121
Adapting the work area ........................................................................................... 121
Processing documents (mailbox folders) ............................................................................... 122
Mailbox folders: Inbox ............................................................................................ 122
Special features of documents ................................................................................. 123
Special features of documents assigned in the IP Office Contact Center system .... 125
Special features of directly addressed incoming documents ................................... 127
Special features of new outgoing documents .......................................................... 127
Mailbox folders: Deferred ....................................................................................... 127
Mailbox folders: Drafts ........................................................................................... 128
Mailbox folders: Sent .............................................................................................. 129
Mailbox folders: Deleted ......................................................................................... 129
Mailbox folders: Overview ...................................................................................... 129
Mailbox folders: Completed .................................................................................... 131
Mailbox folder: Archive .......................................................................................... 132
All mailbox folders: Search function ....................................................................... 133
Scrolling in folders .................................................................................................. 134
Processing documents (mail header) ..................................................................................... 135
Sender addresses ...................................................................................................... 135
Using addressing options ......................................................................................... 136
Key sequences ....................................................................................................................... 139
E-mail editor ............................................................................................................ 139
E-mail list ................................................................................................................ 139
Functions and commands ........................................................................................ 140
Using the address books ........................................................................................................ 141
Types of address books ........................................................................................... 141
Search fields in the address books ........................................................................... 142
Search ...................................................................................................................... 143
Displaying and changing transmission settings ....................................................... 143
Displaying and changing a distribution list ............................................................. 144
Configuring options ............................................................................................................... 145
Configuring updates ................................................................................................ 145
Available options ..................................................................................................... 145
Setting the options ................................................................................................... 147
Importing personal address books ........................................................................................ 148
Limitations............................................................................................................... 148
Error handling .......................................................................................................... 148
Import files .............................................................................................................. 148
Using IP Office Contact Center User Interface Contents • 7
Creating templates for CSV files ............................................................................. 150
Importable columns ................................................................................................. 151
Importing ................................................................................................................. 152
Processing documents ............................................................................................................ 153
Creating a new document ........................................................................................ 153
Sending a document ................................................................................................ 153
Replying to the sender of a document ..................................................................... 154
Replying with or without the original text ............................................................... 154
Forwarding a document ........................................................................................... 155
Picking up a document ............................................................................................ 155
Delegating a document ............................................................................................ 156
Completing the processing of a transaction ............................................................. 156
Creating a signature ................................................................................................. 156
Allocating a job code ............................................................................................... 157
Adding an attachment .............................................................................................. 157
Configuring transmission options ............................................................................ 158
Holding and resubmitting a document ..................................................................... 160
Saving a document temporarily ............................................................................... 160
Repeating a failed transmission ............................................................................... 160
Resending a document ............................................................................................. 161
Printing a document ................................................................................................. 161
Editing attachments ................................................................................................. 162
Viewing processes and transmission status ........................................................................... 163
Displaying the processes ......................................................................................... 163
Displaying a transmission status .............................................................................. 163
Using the spell checker .......................................................................................................... 164
How is an entry identified if it is not in the dictionary? .......................................... 164
Performing a spell check ......................................................................................... 165
Functions and settings for the spell check ............................................................... 165
Working with text blocks ....................................................................................................... 167
Prerequisite .............................................................................................................. 167
Consider .................................................................................................................. 167
Structure of the text block view ............................................................................... 167
Inserting a text block ............................................................................................... 168
Tips and tricks........................................................................................................................ 169
Right mouse button (pop-up menu) ......................................................................... 169
What are privileges?................................................................................................ 170
Tracking messages.................................................................................................. 171
Viewing the properties of a message ....................................................................... 172
Customer service: Chat module 173
Chat module: Introduction ..................................................................................................... 173
Structure .................................................................................................................. 173
Icon in the taskbar ................................................................................................... 173
Icons in the tool bar ................................................................................................. 173
List view .................................................................................................................. 174
Chat progress ........................................................................................................... 175
Chat input ................................................................................................................ 175
Work with the Chat module ................................................................................................... 176
Prerequisite .............................................................................................................. 176
Starting the chat module .......................................................................................... 176
Signing on to agent group for chat .......................................................................... 176
Accepting a chat request .......................................................................................... 176
Answering a chat request ......................................................................................... 177
Completing a chat request ....................................................................................... 177
Inserting a smily ...................................................................................................... 177
Check the spelling ................................................................................................... 177
Pausing and exiting.................................................................................................. 177
Setting the columns ................................................................................................. 177
8 • Contents Using IP Office Contact Center User Interface
Printing the chat progress ........................................................................................ 177
Functions in the chat progress ................................................................................. 178
Use of the keyboard ................................................................................................. 178
Overview of the buttons .......................................................................................... 179
Use the chat archive ............................................................................................................... 180
Prerequisites ............................................................................................................ 180
Search in the chat archive ........................................................................................ 180
Supervision: Realtime information module 181
What is Realtime information? .............................................................................................. 181
What is realtime information? ................................................................................. 181
Features ................................................................................................................... 181
For which objects can you monitor the status? ........................................................ 182
Icons on the task bar ................................................................................................ 182
Additional Realtime Information command ............................................................ 182
Views in Realtime Information ............................................................................... 183
Default monitors ...................................................................................................... 183
View: File View ..................................................................................................................... 184
Title bar ................................................................................................................... 184
Tool bar ................................................................................................................... 184
Folders ..................................................................................................................... 185
Pop-up menus in the File View ............................................................................... 185
View: Viewer ......................................................................................................................... 188
Title bar ................................................................................................................... 188
Tool bar ................................................................................................................... 188
Viewer View............................................................................................................ 188
View: Inspector ...................................................................................................................... 189
Title bar ................................................................................................................... 189
Tool bar ................................................................................................................... 189
Realtime information ............................................................................................... 190
Structure of realtime information ............................................................................ 191
Size of the work area ............................................................................................... 192
Default type ............................................................................................................. 192
Realtime information sheet ...................................................................................... 192
Realtime information elements .............................................................................................. 193
Which realtime information elements are available?............................................... 193
Displaying or hiding realtime information elements ............................................... 194
Configuring the settings of a realtime information element .................................................. 195
Settings of a realtime information element .............................................................. 195
Configuring the size of a realtime information element .......................................... 195
Font presentation ..................................................................................................... 195
Presentation of the background ............................................................................... 196
Color selection ......................................................................................................... 196
Hiding the title ......................................................................................................... 196
Hiding the total ........................................................................................................ 197
Configuring the column arrangement ...................................................................... 197
Configuring the number of columns ........................................................................ 198
Display information only for authorized ................................................................. 198
Configuring display range, limit values and colors for bar charts ........................... 199
Text elements ......................................................................................................................... 200
Label ........................................................................................................................ 200
Value element .......................................................................................................... 200
Maximum wait time for multiple topics .................................................................. 201
Hyperlink (text) ....................................................................................................... 201
E-mail to contact ..................................................................................................... 202
Out of office notice .................................................................................................. 203
Variable ................................................................................................................... 203
Tag (inline display).................................................................................................. 207
Tag (window display) .............................................................................................. 208
Using IP Office Contact Center User Interface Contents • 9
Lists ....................................................................................................................................... 209
Agent status list ....................................................................................................... 209
Queue [Telephony] .................................................................................................. 212
Waiting e-mails [E-mail] ......................................................................................... 213
Number of conversations (AG) (topic) .................................................................... 214
Number of opened e-mails per AG (topic) .............................................................. 215
Skill combination .................................................................................................... 216
Abandoned Call list ................................................................................................. 217
Tables..................................................................................................................................... 219
Agent group table .................................................................................................... 219
Dialer table .............................................................................................................. 220
Topic table ............................................................................................................... 221
PBX table ................................................................................................................ 222
IVR table ................................................................................................................. 223
Graphics elements .................................................................................................................. 224
Image ....................................................................................................................... 224
Group ....................................................................................................................... 225
Bar chart .................................................................................................................. 226
Maximum wait time (topics) [Telephony] ............................................................... 227
Maximum wait time (topics) [E-mail] ..................................................................... 228
Queue (topics) [Telephony] ..................................................................................... 229
Waiting e-mails (topics) [E-mail] ............................................................................ 229
Individual status (LED) ........................................................................................... 229
Individual status (parser) ......................................................................................... 231
Pie chart ................................................................................................................... 233
Agent status (grid) ................................................................................................... 235
Agent status (team) .................................................................................................. 239
Telephone status ...................................................................................................... 239
Chart ........................................................................................................................ 240
Network overflows [Telephony] ............................................................................. 242
Remote functions ..................................................................................................... 243
Agent history ........................................................................................................... 245
Internet Browser ...................................................................................................... 246
Supervisor Assistance / Supervisor Emergency ...................................................... 247
Values .................................................................................................................................... 249
Topic values ............................................................................................................ 249
Agent values ............................................................................................................ 252
Agent group values .................................................................................................. 253
Team ........................................................................................................................ 254
PBX ......................................................................................................................... 254
Voice unit ................................................................................................................ 254
Dialer ....................................................................................................................... 255
Lines ........................................................................................................................ 256
Inserting or deleting objects .................................................................................... 257
Example: Inserting or deleting topics ...................................................................... 257
Drawing in realtime information sheets .................................................................. 258
Drawing a line ......................................................................................................... 258
Drawing a rectangle ................................................................................................. 258
Switching on selection mode ................................................................................... 258
Changing color, line type and line width ................................................................. 259
Selecting several drawn elements ............................................................................ 259
Deleting a drawn element ........................................................................................ 259
Saving window settings ......................................................................................................... 260
Working with a Detached Monitor .......................................................................... 260
Saving settings ......................................................................................................... 260
Saving settings for autostart .................................................................................... 260
Update types for realtime information ..................................................................... 261
Realtime display ...................................................................................................... 261
Periodic update ........................................................................................................ 261
What is a sliding window? ...................................................................................... 261
10 • Contents Using IP Office Contact Center User Interface
Calculations ........................................................................................................................... 262
How are average values calculated? ........................................................................ 262
What is TSF and how is it calculated?..................................................................... 262
What is the DTSF and how is it calculated? ............................................................ 263
What is wait time? ................................................................................................... 263
Acceptance Level .................................................................................................... 263
Supervision: Reporting module 265
What is Reporting? ................................................................................................................ 265
Report data .............................................................................................................. 265
Advantages of reporting .......................................................................................... 266
Features ................................................................................................................... 266
Who collects the data? ............................................................................................. 266
What reporting types are available? ........................................................................ 266
What kinds of reporting are available? .................................................................... 267
For whom can you enable reporting? ...................................................................... 267
Which time settings are possible? ........................................................................... 267
How can you present reporting? .............................................................................. 267
How can you output reports? ................................................................................... 268
Reporting method .................................................................................................................. 268
Interval-based reporting ........................................................................................... 268
Back office reporting ............................................................................................... 268
Which reporting method is active? .......................................................................... 269
Conditions for calls and conversations .................................................................................. 270
Times ....................................................................................................................... 270
Number .................................................................................................................... 271
Calculations ........................................................................................................................... 272
Average values ........................................................................................................ 272
Maximum values ..................................................................................................... 272
Example 1: Simple report calculation .................................................................................... 273
Prerequisites for example 1 ..................................................................................... 273
Illustration of example 1 .......................................................................................... 273
Counters for example 1 ........................................................................................... 273
Table for example 1 ................................................................................................. 274
Example 2: Reporting for ring time, call, established call and conversation time ................. 275
Prerequisites for example 2 ..................................................................................... 275
Illustration of example 2 .......................................................................................... 275
Counters for example 2 ........................................................................................... 275
Table for example 2 in interval reporting ................................................................ 276
Table for example 2 in back office reporting .......................................................... 276
Cross-checking reporting counters ........................................................................................ 279
Counters for topic reporting .................................................................................... 279
Counters for agent groups ....................................................................................... 279
Counters for agents .................................................................................................. 279
Features of e-mail reporting ................................................................................................... 281
No difference between interval-based and back office reporting ............................ 281
Availability of reporting counters ............................................................................ 281
Maximum time to accept ......................................................................................... 281
Processing time ........................................................................................................ 281
Default for processing time ..................................................................................... 281
Wait time ................................................................................................................. 282
Service-oriented topic counter ................................................................................. 282
Handling time (processing time) ............................................................................. 282
Number of e-mails from point of view of user ........................................................ 282
E-mail service factor................................................................................................ 283
Topic counters for internal workflow ...................................................................... 283
Opening reporting .................................................................................................................. 284
Necessary privileges ................................................................................................ 284
Reporting counters................................................................................................... 284
Using IP Office Contact Center User Interface Contents • 11
Opening reporting .................................................................................................... 284
Icons on the task bar ................................................................................................ 285
Views in reporting ................................................................................................... 285
View: File View ..................................................................................................................... 285
Illustration of areas .................................................................................................. 285
Title bar ................................................................................................................... 286
Tool bar ................................................................................................................... 286
Folders and reporting files ....................................................................................... 287
Pop-up menus in the File View ............................................................................... 288
View: Inspector ...................................................................................................................... 289
Illustration of areas .................................................................................................. 289
Title bar ................................................................................................................... 290
Tool bar ................................................................................................................... 290
Elements .................................................................................................................. 290
Reporting ................................................................................................................. 291
Element properties ................................................................................................................. 291
Element: Basic data ................................................................................................. 292
Element: Logo ......................................................................................................... 293
Element: Label ........................................................................................................ 293
Element: Table ........................................................................................................ 294
Element: Pie chart ................................................................................................... 294
Element: 3D pie chart .............................................................................................. 294
Element: Line graph ................................................................................................ 294
Element: Bar chart ................................................................................................... 295
Element: Dividing line ............................................................................................ 295
Explanations of pie charts and 3D pie charts ......................................................................... 296
Pie chart or 3D pie chart for an agent ...................................................................... 296
Pie chart or 3D pie chart for a topic ......................................................................... 296
General properties of reporting .............................................................................................. 298
General tab .............................................................................................................. 298
Settings .................................................................................................................... 298
Presentation tab ....................................................................................................... 299
Color selection ......................................................................................................... 299
Properties of a reporting element ........................................................................................... 300
Overview of reporting elements and possible properties ......................................... 300
Settings tab .............................................................................................................. 301
Tab: Period .............................................................................................................. 301
Tab: Output.............................................................................................................. 303
Tab: Counters .......................................................................................................... 306
Tab: Reporting type (agent example) ...................................................................... 306
Generating reports ................................................................................................................. 307
Generating new reports ............................................................................................ 307
Editing reports ......................................................................................................... 307
Configuring basic data ............................................................................................. 307
Inserting and editing labeling elements ................................................................... 309
Inserting and editing a Table element ...................................................................... 310
Inserting and editing a Pie chart element ................................................................. 311
Inserting and editing a Line graph element ............................................................. 312
Inserting and editing a Bar chart element ................................................................ 313
Changing the position of an element ....................................................................... 313
Changing the size of an element .............................................................................. 314
Deleting an element ................................................................................................. 314
Editing folders and reports ..................................................................................................... 315
Renaming ................................................................................................................ 315
Duplicating .............................................................................................................. 315
Deleting ................................................................................................................... 315
Refreshing views ..................................................................................................... 316
Changing assignment (private, public) .................................................................... 316
Generating and viewing reports ............................................................................................. 317
Limitation ................................................................................................................ 317
12 • Contents Using IP Office Contact Center User Interface
Generating reports ................................................................................................... 317
Generating reports in the workspace ....................................................................... 317
Viewing reports as a full screen .............................................................................. 317
Generating automatic reports ................................................................................................. 318
Prerequisite .............................................................................................................. 318
Generating automatic reports................................................................................... 318
Example for Automatic Statistics ............................................................................ 319
Exporting reporting data ........................................................................................................ 321
Output media ........................................................................................................... 321
File names................................................................................................................ 322
Export folder............................................................................................................ 322
Exporting reports ..................................................................................................... 322
Tips and tricks: Supervision reports ...................................................................................... 323
Using macros for Excel ........................................................................................... 323
Supervision: Agent Evaluation 325
Agent Evaluation module ...................................................................................................... 325
What is Agent Evaluation? ...................................................................................... 325
Opening the Agent Evaluation module.................................................................... 325
Creating an agent report .......................................................................................... 326
Tabular display ........................................................................................................ 327
Paging through information ..................................................................................... 328
Supervision: Contact Evaluation 329
Contact Evaluation module .................................................................................................... 329
What is Contact Evaluation? ................................................................................... 329
Areas of application for Contact Evaluation ........................................................... 329
Opening Contact Evaluation .................................................................................... 330
Creating a contact evaluation .................................................................................. 330
Paging through information ..................................................................................... 331
Export ...................................................................................................................... 331
Tabular display ........................................................................................................ 331
Tabular display: details ............................................................................................ 333
Administration: UI Configuration module 337
Structure of the UI configuration module .............................................................................. 337
Opening the UI Configuration module .................................................................... 337
UI Config Control interface ................................................................................................... 338
UI Config Control view ........................................................................................... 338
Opening the UI configuration .................................................................................. 338
Updating the view ................................................................................................... 338
Settings for system, profile and agent .................................................................................... 339
Configuring the contact bar ..................................................................................... 340
Configuring the home module ................................................................................ 341
Configuring the Telephony module ......................................................................... 341
Adding Autostart realtime information ................................................................... 341
Configuring the status bar ....................................................................................... 341
Selecting an Active View ........................................................................................ 342
Configuring Colors for Keys and Pie Charts ........................................................... 343
Administration: additional modules 346
Administration task bar .......................................................................................................... 346
Prerequisite .............................................................................................................. 346
Administration task bar ........................................................................................... 346
Overview of additional modules ............................................................................................ 348
Configuration module .............................................................................................. 348
Task Flow Editor module ........................................................................................ 348
Using IP Office Contact Center User Interface Contents • 13
IVR-Editor module .................................................................................................. 349
Dialer module .......................................................................................................... 350
Protocol module ...................................................................................................... 352
E-mail configuraton ................................................................................................. 353
Textblock admin module ......................................................................................... 353
Address book admin module ................................................................................... 354
Additional information ............................................................................................ 354
Glossary of Terms 355
Index 359


Using IP Office Contact Center User Interface About this manual • 15
About this manual
Overview: About this manual
This section contains useful information about this manual. It answers some of
the questions you may have regarding the manual. You also learn how to print
this manual.
Questions about this manual
Before you start reading you might have questions regarding this document. In
this section, we answer some of those questions.
Who is part of the target group?
These instructions are intended for persons working with the IP Office Contact
Center UI (User Interface) application or wanting to learn about its individual
features. It makes no difference whether you are using this document in printed
or online form.
Use these instructions as you see fit, for reference purposes or to get to know the
possibilities IP Office Contact Center UI offers.
Please note that as a user you might have different privileges. To be able to use
all functions of the IP Office Contact Center UI application, you either need to
have the respective privileges or sign on as a specific user with the respective
password.
What kind of information is provided?
These instructions contain all necessary information on how to use and operate
the IP Office Contact Center UI application.

16 • About this manual Using IP Office Contact Center User Interface
What kind of information is not provided?
This document does not provide information on the installation and
commissioning of the IP Office Contact Center UI application. You can find
information about other modules in the IP Office Contact Center system in the
corresponding documents.
How is this manual organized?
The structure of this document provides a systematic introduction to the use of
the IP Office Contact Center UI application. Once you have read a few pages,
you will notice that the topics are structured similarly. Usually, an introduction
to the topic is provided first. Prerequisites or necessary skills are often described
next, Instructions follow the prerequisites or necessary skills. An illustration or
example further clarifies the topic.
Which edition are you reading?
The following table lists information about this edition:
Compiled on: J anuary 28, 2014
Based on: IP Office Contact Center UI application
Version 9.0.2

Available as: Online Help
Acrobat Reader file










Where can you find additional information?
This document describes necessary knowledge and prerequisites you need to
operate the IP Office Contact Center UI application.
You can find additional information about the IP Office Contact Center system
in the user manuals of the other IP Office Contact Center modules.
Like this document, you can use these documents online or in printed form.

Using IP Office Contact Center User Interface About this manual • 17
How do you get a printed copy?
Perhaps you would rather read this manual on paper than on the PC screen. No
problem! You can print the manual. This document is prepared for being printed.
Printing this file provides you with a conventional manual.
The manual is printed in A4 format. When printed, the manual has around 344
pages.
Prerequisites
The following conditions must be met if you want to print this document.
• You need the IP Office Contact Center DVD.
• An Acrobat Reader of at least Version 9 or higher must be installed
on your PC. You can find the respective software on the DVD.
• A graphics-capable printer must be connected to your PC.
Printing the manual
You want to print this document.
1. Insert the IP Office Contact Center DVD into the DVD drive in your
computer and in the Windows Explorer open the doc folder on the
DVD.
2. Double-click the ipocc_902_userinterface_en.pdf. The Acrobat
Reader application opens displaying this document.
3. In Acrobat Reader open the File menu and select Print. The file is
printed.
Problems when printing
If you cannot print the document, please consult your system administrator. Your
system administrator can print a copy for you.

Using IP Office Contact Center User Interface Getting to know the application • 19
Getting to know the application
What is the purpose of the IP Office Contact Center UI
application?
The IP Office Contact Center UI is the switchboard for all actions in the IP
Office Contact Center system. All other modules required for a IP Office
Contact Center system are integrated into this application. You can start these
modules and use their functions. You or your system administrator can set up the
IP Office Contact Center UI application based on your needs to enable you to
access the required modules and areas. The full scope of the IP Office Contact
Center UI application lets you configure, manage, make calls, monitor, create
reports, edit emails and set up the IP Office Contact Center UI application as
required.
What is IP Office Contact Center UI?
You use the IP Office Contact Center UI application in a IP Office Contact
Center system for the following functions. The functions are divided into the
following three topic areas. Note that you do not have to enable all topic areas
and all modules.
Customer service modules
Customer service includes the following modules. For more information on the
modules, see the documentation.
• Home
• Telephony
• E-mail
• Chat
Supervisor modules
As a supervisor, you work with the following modules. For more information on
the modules, see the documentation.
• Realtime information
• Reporting
• Agent Evaluation
• Contact Evaluation

20 • Getting to know the application Using IP Office Contact Center User Interface
Admini stration modul es
Administration includes the following modules. For more information on the
modules, see the documentation for the module or the Online Help.
• Configuration (separate documentation)
• UI Configuration
• Task Flow Editor (separate documentation)
• IVR-Editor (separate documentation)
• Dialer (separate documentation)
• Protocol
• E-mail configuration (separate documentation)
• Textblock administration (separate documentation)
• Address book administration (separate documentation)
Manifold customization options
Thanks to the large number of modules you have countless options in a IP Office
Contact Center system. The IP Office Contact Center UI application is flexible
enough to let you set it up based on the needs and requirements of your work.
You can customize any number of windows. To customize a window means that
you arrange available IP Office Contact Center UI elements on an interface.
You usually arrange one or more windows so that you can operate necessary
functions quickly and simply. You can configure the application for yourself and
for others. This means that your supervisor or system administrator configures
the IP Office Contact Center UI application especially for you. As an agent,
you then use those functions.
Displays
In addition to the functions, you also have access to additional displays that
provide necessary information. For example, you receive warnings to let you
react to changes quickly.
Privileges
Privileges determine whether you can use a function or module in the IP Office
Contact Center UI application. The system administrator can assign privileges
to each agent based on his assignment. You then have access to the relevant
functions based on the privileges defined for you. For information on your
configuration, contact your system administrator.
For more information on privileges, see the documentation or Online Help for
the Configuration module.

Using IP Office Contact Center User Interface Getting to know the application • 21
Which topics do you, the user, have to read?
Because the IP Office Contact Center system has an abundance of features, this
documentation is very extensive. As an individual user, you do not need all of
the topics in this user manual. To spare you from having to read all of the topics,
here is a list of the topics you need for your work.
Which types of users are there?
The following different users work with the IP Office Contact Center
application.
• Agent
• Supervisor
• Administrator
There are also users who use not one, but several different applications, e.g.,
Agent/Administrator or Supervisor/Administrator. The appropriate privileges are
defined for these users. Read the associated topics for more information.
Agent
As an agent, you work in the area of customer service. You make calls and
answer e-mails.
If specific privileges are enabled, you can also customize your own user
interfaces.
In order to be able to work as an agent, you must read the following topics.
• Getting to know the appplication
• Customer service: Home module
• Customer service: Telephony module
• Customer service: E-Mail module
Customer service: Chat module
• Structure of the contact bar
• Making calls
• Entering a job code
• Using ACW
• Information messages
• E-mail module

22 • Getting to know the application Using IP Office Contact Center User Interface
Supervisor
As a supervisor, you work primarily in the area of supervision. You monitor and
supervise the agents. You customize the different realtime information types and
create statistics.
In order to be able to work as a supervisor, you must read the following topics.
• Getting to know the appplication
• Customer service: Home module
• Configuring home realtime information
• Customer service: Telephony module
• Configuring Telephony realtime information
• Making calls
• Supervision: Realtime information module
• Supervision: Reporting module
• Supervision: Agent Evaluation
• Supervision: Contact Evaluation
Administrator
As an administrator, you work in the area of administration. You configure the
various modules of the IP Office Contact Center application.
In order to be able to work as an administrator, you must read the following
topics.
• Getting to know the appplication
• Administration: UI Configuration module
The following modules have their own documentation.
• Configuration
• Task Flow Editor
• IVR Editor
• Dialer
• Text Block Admin
• Address Book Admin
You can obtain relevant information by accessing the online Help in the
modules.

Using IP Office Contact Center User Interface Getting to know the application • 23
Starting, pausing and exiting the application
You must log in before you can use the IP Office Contact Center UI
application.
Please note the prerequisites that must be met before you can use the IP Office
Contact Center UI application.
Which prerequisites must be met before you can
use the IP Office Contact Center UI application?
The following prerequisites must be met if you want to use all functions of the
IP Office Contact Center UI application.
• The IP Office Contact Center server must already be configured
by your system manager.
• The necessary connection settings must have been entered for your
IP Office Contact Center system during installation.
• As authorized agent (user), your system administrator provided you
with an agent name and personal password. You need both for
login.
• You need to have the respective privileges.
Which privileges do you have as an agent in the
IP Office Contact Center UI application?
Your system administrator determines your privileges in the IP Office Contact
Center UI application. You cannot use a function if you do not have the
necessary privilege. The IP Office Contact Center UI application does not offer
the respective commands if you do not have the privileges.
Choose a terminal
Optionally it can be adjusted that you must select a terminal when logging in.
1. A list shows all configured terminals.
2. Choose a telephone.
Starting with the Taskbar
Proceed as follows to log in on the IP Office Contact Center system and to start
the IP Office Contact Center UI application.
1. Click Start.
2. Point to All Programs.
3. Point to Avaya IP Office Contact Center.
4. Click the User Interface icon.
5. The application starts. Log in.

24 • Getting to know the application Using IP Office Contact Center User Interface
Starting with the Windows User Account
The IP Office Contact Center UI application can be configured so that you can
log in automatically with your Windows user account.
No login screen will appear when you start the program.
This function is also called a single sign-on (SSO) or one-time login.
Prerequisites
• Your system administrator has configured the Automatic Login
through Windows User Account option for you.
• You are logged in to Windows as the corresponding user.
Note
Windows user names and names in the IP Office Contact Center system do not
have to be identical. However, the same name is generally used.
Taking a break
You can stop working with the IP Office Contact Center system to take a break.
The supervisors will be notified of your break status. When you take a break,
you will not receive any new calls via call distribution.
The status (active or On break) of the task types (Telephony or Email) is
displayed individually for each task type in the Break dialog. The break is
always initiated or ended for both task types at the same time. If this is not
possible, you can click Break (End break) again for the task type that is still
active (or on break) to start (end) the break individually.
Starting a break
You want to stop working with the IP Office Contact Center system temporarily.
1. Click the icon on the Menu bar.
2. Choose Break Time. The Break Time dialog opens.
3. If break codes are defined in the Configuration module, a list of break
codes appears in the Break Time dialog. Select a break code.
4. Click Break Time.
5. The break is indicated by a red coffee cup on the status bar.
Ending a break
You want to resume work after a break.
1. Click the icon on the Menu bar.
2. Choose Break Time. The Break Time dialog opens.
3. Click Off Break Time.
4. You can now work in the IP Office Contact Center system again.
When is a break denied?
A sign-off prevention quota can be configured for an agent group. This quota
defines how many agents must remain signed on to the agent group. Only as

Using IP Office Contact Center User Interface Getting to know the application • 25
many agents as permitted by the quota can sign out. Additional agents in this
agent group may not sign out or take a break.
If the sign-off prevention quota is reached, the IP Office Contact Center system
denies your break. Because the break function depends on the task type, you may
be able to initiate a break for the Email task, for example, but not for Telephony.
You will receive a message to this effect and can try again later to start a break
for the Telephony task type.


26 • Getting to know the application Using IP Office Contact Center User Interface
Initiating a Break during the Wrap-up Time
You are in the wrap-up time and would like to take a break afterwards.
1. Click on the icon during the wrap-up time. The Break Time
dialog opens.
3. Click Break Time. The break is immediately activated.

Logging out
When you finish your work in the IP Office Contact Center system, log out. You
can then exit the application if necessary.
Restri ction
You cannot log out during a call.
Logging out
1. Click on (Exit). You are prompted.
2. Click OK. You have exited the IP Office Contact Center UI
application. You are no longer available as an agent.
3. The Login screen opens to let you or another user log in again.
Exiting the application
To end your work in the IP Office Contact Center system, log out first. Then exit
the IP Office Contact Center UI application.
Exiting the appl ication di rectl y
1. Select Exit from the File menu. You are prompted.
2. Click OK. You can also use the title bar. You have exited the IP Office
Contact Center UI application.
Logging out and exiting the application
1. Choose Logout in the menu bar. You are prompted.
2. Click OK. You have closed the IP Office Contact Center UI
application. You are no longer available as an agent.
3. Click Exit to close the application.

Using IP Office Contact Center User Interface Getting to know the application • 27
Changing the password
If you are an agent with the Change password privilege, you can change the
password at any time.
Password conditions
The password must contain at least eight characters.
To keep the password secret, an asterisk (*) is displayed for each digit when the
password is entered.
For security reasons, there is no default password.
You must enter a password.
You can use the following types of characters in the password:
• Lower case letters
• Upper case letters
• Digits
• Special characters
You must use characters from at least two of these groups.
Sample password
MyPassword_01
This example uses characters from all groups.
Changing the password
Proceed as follows to change the password.
1. Click Change password in the File menu. The Change password
dialog opens.
2. Enter the old password and the new password and confirm the new
password.
3. Click OK.
Changing the alias
If you are an agent with the Change alias privilege, you can change the alias at
any time. The pseudo-name is used for anonymous statistics.
Changing the ali as
Proceed as follows to change the alias.
1. Click Change alias in the File menu. The Change alias dialog opens.
2. Please enter your new alias.
3. Click OK.



28 • Getting to know the application Using IP Office Contact Center User Interface
Structure of the IP Office Contact Center UI application
Like other Windows applications, the IP Office Contact Center UI application
has menus, commands, a title bar, a tool bar, and a status bar.
Title bar
The title bar shows the icon and the name of the application. You can minimize,
maximize or close the IP Office Contact Center UI application.
Application icon
The following icon is used for the IP Office Contact Center UI application.
You can find this icon on the title bar of the IP Office Contact Center UI
application.

Menu bar
The menu bar shows the File, Edit, View, Go to, and Help menus.
The Menu bar shows the following information.
• How long you have been signed on. Counts only the current state.
The time is not stored. If you exit the application and login again
the time starts with 0.
• How long you were in Break mode. Counts only if you are in
Break mode for all task types (Telephony, E-Mail, Chat). The time
is not stored.
• Status of the logged in agent (Telephony).
• Status of the logged in agent (E-Mail).
• Status of the logged in agent (Chat).
• Name of the logged in agent.
• Which telephone is configured.
Illustration
The area shows the Menu bar without menus.




Using IP Office Contact Center User Interface Getting to know the application • 29
Menus and commands
Opening a menu
You have different options for opening a menu.
• Click the appropriate menu.
• Press F10 and use the cursor to navigate.
• Press Alt and use the cursor to navigate.
File menu commands
The following table lists the commands and functions of the File menu.
Command Function
Exit Exits the IP Office Contact Center UI application.
Change password Changes the password
Change alias Changes the alias
Commands of the Edit menu
The commands of the Edit menu are only activated in the following areas.
• Realtime information File View
• Reporting File View
• Telephony File View
Commands of the Edit menu
The following table shows the commands and functions of the Edit menu.
Command Function
Cut Removes the selected element.
Copy Copies the selected element.
Paste Pastes the copied element.
Commands of the View menu
The following table lists all commands and functions of the View menu.
Command Function
Show Contact Bar Only Shows only the contact bar.
Commands of the Go to menu
The following table lists the commands and functions of the Go to menu.
Command Function
1 Home Shows the Home area.
2 Telephony Shows the Telephony area.
3 E-mail Shows the E-mail area.
4 Chat Shows the chat area.
5 Realtime information Shows the Realtime information area.
6 Reporting Shows the Reporting area.
7 Agent Evaluation Shows the Agent Evaluation area.
8 Contact Evaluation Shows the Contact Evaluation area.

30 • Getting to know the application Using IP Office Contact Center User Interface
Command Function
9 Configuration Shows the stand-alone Configuration module.
10 UI Config Shows the UI configuration area.
11 Task Flow Editor Shows the stand-alone Task flow editor module.
12 IVR-Editor Shows the stand-alone IVR editor module.
13 Dialer Shows the stand-alone Dialer module.

14 Protocol Shows the Protocol area.
15 E-mail configuration Shows the E-mail administration module.
16 Textblock admin Shows the Text block administration module.
17 Address book admin Shows the Address book configuration module.
Commands of the Help menu
The following table shows the commands and functions of the Help menu.
Command Function
Contents Shows the Help contents.
About
MainFramework
Shows information about the IP Office Contact
Center UI application.
Additional menus
The following table shows the application-based menus that appear in the
respective modules.
Menu Function
Home Shows the Home menu in the Home module.
Telephony Shows the Telephony menu in the Telephony module.
Realtime information Shows the Realtime information menu in the Realtime
information module.
Note:
Some modules have their own menus within the module.

Using IP Office Contact Center User Interface Getting to know the application • 31

Info Area
After starting the IP Office Contact Center UI application, the (Customer
Interaction Express) icon will appear in the Windows taskbar.
Functions
You can use the following functions with the right mouse button:
Menu Function
Restore AutoStart monitors Restores the AutoStart monitors.
Logout When you want to finish your work in
the IP Office Contact Center system, log
out. You can then exit the application if
necessary.
Exit Stops your work in the IP Office Contact
Center system.
Exampl e of a Task Bar Section



32 • Getting to know the application Using IP Office Contact Center User Interface
States for telephony, email and chat
The tool bar shows for telephony, email and chat the following states. The state
is valid for the corresponding task type.

Icon Presentation Explanation

Red circle with
an x
No connection to the task server.

Gray circle with
an x
An agent is not logged in.

Yellow circle An agent is logged in but is not signed on to any
agent group.

Green circle An agent is logged in but is not signed on to all
agent groups.

Green circle
with checkmark
An agent is logged in and is signed on to all agent
groups.

Gray cup An agent is logged in and a break is prepared.

Red cup An agent is logged in but is on break.
Depending on the state, you can use the following functions.
• Sign in agent group
• Sign off agent group
• Sign in all agent groups
• Sign off all agent groups
• Log in for a task-type (example chat)
• Log out for a task-type (example e-mail)

Using IP Office Contact Center User Interface Getting to know the application • 33
Taskbar
You can show or hide the Taskbar with the Taskbar icon. The following task
areas are displayed on the Taskbar.
• Customer service
• Supervision
• Administration
Illustration
The area shows the Taskbar with the Agent Portal.

Customer service task areas
The following table shows the modules of the Taskbar in the Customer service
task area.
Icon Module Explanation

Home
Additional information
for an agent

Telephony
Telephony area of the
agent

Email
Email area of the agent

Chat
Chat area of the agent


34 • Getting to know the application Using IP Office Contact Center User Interface
Supervisor task area
The following table shows the modules of the Taskbar in the Supervisor task
area.

Icon Module Explanation

Realtime information
For viewing realtime
information

Reporting
For evaluation of
statistical data (counter-
based)

Agent Evaluation
For evaluation of agent-
related statistical data;
not telephony- or email-
based

Contact Evaluation
For evaluation of contact-
related statistical data
(individual contacts).

Admini stration task area
The following table shows the modules of the Taskbar in the Administration
task area.

Icon Module Explanation

Configuration
For configuring objects
in the IP Office Contact
Center system

UI configuration
For configuring elements
and areas in the UI

Task Flow Editor
For creating call flow
sets and email flow sets

IVR-Editor For creating IVR scripts

Dialer
For creating campaigns
and jobs


Protocol For application messages

Using IP Office Contact Center User Interface Getting to know the application • 35
Icon Module Explanation

E-mail configuration
For configuring the E-
mail system

Textblock admin For creating text blocks

Address book admin
For configuring address
books
Work area
The work area displays the different applications (modules).
The area shows the work area.


36 • Getting to know the application Using IP Office Contact Center User Interface
Using the Help function
The IP Office Contact Center UI application provides a Help function. The
online documentation is presented with Windows software.
Starting the Online help contents
You want to read the contents of the Online help.
1. Select Contents from the Help menu. The Online help opens.
2. Click an entry for additional information.
Help during operation
You can open Help information for each command and dialog.
1. A dialog is open. Press the F1 key. The Online help opens.
Searching for a certain term
You want to search for a certain term.
1. Select Contents from the Help menu. The Online help opens.
2. Click the Find tab.
3. Enter a term in the search box. All matches are displayed.
4. Click an entry for additional information.

Using IP Office Contact Center User Interface Getting to know the application • 37



38 • Getting to know the application Using IP Office Contact Center User Interface
Signing on to or out of from agent groups
If the Automatic login privilege is set up for you, then you are automatically
signed on to the agent groups assigned to you when you log in. If this privilege is
not set up, you can sign on manually. You can create different profiles for
signing on agent groups. You can sign out of the agent groups.
Select AG
The Agent group selection dialog contains the following icons.
Icon Function

Saves the current settings as a profile.

Deletes the current profile.

In the check boxes beneath the telephone icon, you can
select which agent groups you will sign on to in the
Telephony work area.

In the check boxes beneath the letter icon, you can
select which agent groups you will sign on to in the
Email work area.

In the check boxes beneath the chat icon, you can
select which agent groups you will sign on to in the
chatwork area

OK


Use the OK button to exit the dialog and save your
settings.

Cancel


Use the Cancel button to close the dialog without
saving your changes.


Using IP Office Contact Center User Interface Getting to know the application • 39
Signing on to agent groups
Selecting agent groups
Proceed as follows to sign on to an agent group.
1. Click Select AG. The Agent group selection dialog appears.
2. Select the required agent groups.
3. Click OK. You are signed on to the selected agent groups.
Selecting all agent groups
Proceed as follows to sign on to all agent groups displayed.
1. Click Select AG. The Agent group selection dialog appears.
2. Click the (telephone receiver) icon. All agent groups are selected.
3. Click OK. You are signed on to the selected agent groups.
Using the lasso function
You can also use the lasso function. Hold down the mouse key and drag the
lasso around the options you want to select.

Selecting a profile
1. Click Select AG. The Agent group selection dialog appears.
2. Select a profile.
3. Click OK. You are signed on to the selected agent groups.

40 • Getting to know the application Using IP Office Contact Center User Interface
Signing out of agent groups
Selecting agent groups
Proceed as follows to sign out of an agent group.
1. Click Select AG. The Agent group selection dialog appears.
2. Clear the selected agent groups.
3. Click OK. You are signed out of the agent groups.
Selecting all agent groups
Proceed as follows to sign out of all agent groups displayed.
1. Click Select AG. The Agent group selection dialog appears.
2. Click the (telephone receiver) icon. All agent groups are
deselected.
3. Click OK. You are signed out of the selected agent groups.

Using IP Office Contact Center User Interface Getting to know the application • 41
Working with profiles
What is a profil e?
To keep from always having to select the same agent groups, you can use
profiles. A profile always selects specific agent groups while leaving the other
agent groups deselected. For example, you could have a profile for working
during the day and another for the night shift.
You can create any number of profiles. We recommend choosing a name for the
profile that indicates the purpose of the profile.
Creating a profile
Proceed as follows to create a profile.
1. Click Select AG. The Agent group selection dialog is displayed.
2. Select the agent groups.
3. Click (New). The Save configuration dialog appears.
4. Enter a name for the configuration (profile).
5. Click OK.
Deleting a profile
Proceed as follows to delete a profile.
1. Click Select AG. The Agent group selection dialog is displayed.
2. A selection field shows the configured profiles.
3. Select a profile.
4. Click (Delete) to delete the current profile.
5. Click OK.

42 • Getting to know the application Using IP Office Contact Center User Interface
Displaying information about the IP Office Contact
Center UI application
You can display information about the manufacturer and the program version.
What information about MainFramework does
the About dialog show?
The About MainFramework dialog shows the following information.
This dialog shows the icon, the name, and the version of the Customer
Interaction Express User Interface application, as well as the copyright.
Displayi ng information
You need information about the IP Office Contact Center UI application.
1. Select About MainFramework from the Help menu. The About
MainFramework dialog opens.
2. You cannot change these settings. Click OK to close the dialog.


Using IP Office Contact Center User Interface Customer service: Home module • 43
Customer service: Home module
Structure
The Home module lets you view information on the IP Office Contact Center
system. You can configure the Home module as required based on your
privileges.
Icons in the Taskbar
The Home module is represented in the Taskbar with the following icon.

General structure
For information about the general structure, see the topic: Structure of the IP
Office Contact Center UI application
Menu bar
If you have the relevant privileges, the Home menu appears in the menu bar.


44 • Customer service: Home module Using IP Office Contact Center User Interface
Requirements: Privileges
You need the necessary privileges to be able to use the Home module. Your
system administrator defines privileges in the Configuration module.
Select Own home file privilege
If you have the Select own home file privilege, you can see the Select home file
command and you can select a configured Home file.
Home configuration privilege
If you have the Home configuration privilege, the File View, Inspector,
Preview and Default View commands are displayed, and you can configure
home realtime information.
Avail able Home menu commands
The following table shows the commands and functions of the Home menu.
Command Necessary privilege Function
Select home file Select own home file You can select a home file.
File View Home configuration Toggles to the Home File
View.
Inspector Home configuration Toggles to the Home
editing area.
Preview Home configuration Toggles to the Home
preview.
Default View Home configuration In the default view you see
the realtime information
that has been configured for
and assigned to you.


Using IP Office Contact Center User Interface Customer service: Home module • 45
Home realtime information view
Home realtime information provide information about the status of objects in the
IP Office Contact Center system. Some object states can be monitored in real
time, others are updated periodically. The states are displayed alphanumerically,
graphically or in tabular form.
Views in the Home module
The Home module has three different views.
View Function
Home - File View Folders for home realtime information and the associated
realtime information files are displayed in the File View.
You need the File View to begin editing the realtime
information files. See also: topic Realtime information
module File View
Home Inspector You create and edit home realtime information in the
Home Inspector view. See also: topic Realtime information
module Inspector view
Preview You view the realtime information in the Preview view.
See also: topic Realtime information module view: Viewer
Default View The default view displays the realtime information
configured and assigned for you.

Home File View tool bar
You will find the following additional icons in the Home work area of the Home
tool bar.
Icon Name Function

New folder Creates a new folder.

New file Creates new home realtime information.

Edit The selected realtime information file is displayed in
the Inspector view.

Duplicate Copies realtime information.

Delete Deletes the selected realtime information or folder. It
is also possible to delete several files at once.

Preview The selected realtime information file is displayed in
the Preview view.


46 • Customer service: Home module Using IP Office Contact Center User Interface
General properties of home realtime information
In Home Inspector view, you set the grid, presentation, default type, and size of
work area in the general properties for home realtime information in Home
inspector.
A home monitor can consist of several pages. Each page has a tab. Right-click
the tab. You can now add or delete pages.
General tab
You can modify the following settings on the General tab.
Name
You can use 29 alphanumeric characters maximum for the name of home
realtime information.
Size of work area
You can configure the width of the work area between 160 and 3,000 points.
You can configure the height of the work area between 160 and 3,000 points.
Settings
You can switch a grid for home realtime information on or off. You use a grid
for a clearer layout of the elements.
Page name
You can change the name of the page.
Width and height
You can configure a width and height for the grid of between 2 and 50.
Exampl e 1
If you configure 2 for the width and height, for example, then a grid point is
shown for every two points on the reporting.

Exampl e 2
If you configure 10 for the width and height, for example, then a grid point is
shown for every 10 points in the home realtime information.

Presentation tab
You can specify the default settings for displaying home realtime information.
You set the individual values in the element properties.
Font
You can configure the font, font size, and formatting.
Line
You can configure the line type, line width, and line color.

Using IP Office Contact Center User Interface Customer service: Home module • 47
Background
You can select a background color from a palette.
You can also provide an image.
Configuring home realtime information
If you have the Home configuration privilege, you can configure home realtime
information.
Working with home realtime information
Proceed as follows to configure home realtime information.
1. Select File View from the Home menu.
2. Home - File View opens.
3. Configure your realtime home information.
Configuring realtime information
For general information about configuring realtime information, refer to the
topic Supervision: Realtime information module
What realtime information elements are
available?
You can configure the following elements for home realtime information.
Element
Text element

Label

Value element

Maximumwait time(topics) [Telephony]

Maximumwait time (topics) [E-mail]

E-mail to contact

Out of office notice

Variable (name and value)

Variable (window display)
Graphics elements

Image

Group

Pie chart
Other elements

Agent history

Internet browser

Supervisor Assistance

Supervisor Emergency


48 • Customer service: Home module Using IP Office Contact Center User Interface
Assigning home realtime information for other
agents
If you have the Home configuration privilege, you can assign home realtime
information to yourself and to other agents.
Proceed as follows to assign home realtime information to other agents.
1. In the Taskbar or the Go to menu, select the UI Config. module.
2. Select a profile or agent. The UI configuration for agent "name" or
UI configuration for profile "name" dialog opens.
3. Click the Home tab.
4. Select the realtime information.
5. Click OK.

Using IP Office Contact Center User Interface Customer service: Telephony module • 49
Customer service: Telephony
module
Structure
You use the Telephony module primarily for telephone functions. This module
also displays configured information about telephone functions.
Icons in the Taskbar
The Telephony module is represented in the Taskbar with the following icon.

General structure
For information about the general structure, see the topic: Structure of the IP
Office Contact Center UI application
Menu bar
If you have the relevant privileges, the Telephony menu appears in the menu
bar.



50 • Customer service: Telephony module Using IP Office Contact Center User Interface
Requirements: privileges
You need the necessary privileges to use the Telephony module. Your system
administrator defines privileges in the Configuration module.
Select own Telephony pri vilege
If you have the Select own Telephony privilege, you can see the Select
Telephony file command and you can select a configured Telephony file.
Telephony configuration privilege
If you have the Telephony configuration privilege, the File View, Inspector,
Preview and Default View commands are displayed, and you can configure
Telephony realtime information.
Commands of the Telephony menu
The following table shows the commands and functions of the Telephony menu.
Command Necessary privilege Function
Select Telephony file Select own
Telephony file
You can select a Telephony
file.
File View Telephony
configuration
Toggles to the Telephony File
View.
Inspector Telephony
configuration
Toggles to the Telephony
editing area.
Preview Telephony
configuration
Toggles to the Telephony
preview.
Default View Telephony
configuration
Shows the default view


Using IP Office Contact Center User Interface Customer service: Telephony module • 51
Telephony realtime information view
Realtime information configured for the Telephony module are displayed in the
realtime information area of the Telephony module. Telephony realtime
information can only be selected by an agent if the agent has the Select own
Telephony files privilege.
The outlined area shows the realtime information area.

The Telephony realtime information provide information about the status of
objects in the IP Office Contact Center system. Some object states can be
monitored in real time, others are updated periodically. The states are displayed
alphanumerically, graphically or in tabular form.
Views in the Telephony module
The Telephony module has three different views.
View Function
Telephony - file
view
Folders for Telephony realtime information and associated
Telephony files are displayed in the File View.
You need the File View to begin editing the Telephony
realtime information files. See also: topic Realtime
information module File View
Telephony
inspector
You create and edit Telephony realtime information in the
Telephony Inspector view. See also: topic Realtime
information module Inspector View
Preview You view the realtime information in the Preview view.
See also: topic Realtime information module view: Viewer
Default View The default view displays the realtime information
configured and assigned for you.


52 • Customer service: Telephony module Using IP Office Contact Center User Interface
Telephony File View tool bar
You will find the following additional icons on the Telephony tool bar in the
Telephony module.
Icon Name Function

New folder Creates a new folder.

New file Creates new Telephony realtime information.

Edit The selected realtime information file is displayed in
the Inspector view.

Duplicate Copies realtime information.

Delete Deletes the selected realtime information or folder. It
is also possible to delete several files at once.

Preview The selected Telephony file is displayed in Preview
view.

Using IP Office Contact Center User Interface Customer service: Telephony module • 53
General properties of Telephony realtime information
In Telephony Inspector view, you set the grid, presentation, default type, and
size of work area in the general properties for Telephony realtime information in
Home inspector.
A home monitor can consist of several pages. Each page has a tab. Right-click
the tab. You can now add or delete pages.
General tab
You can modify the following settings on the General tab.
Name
You can use 29 alphanumeric characters maximum for the name of Telephony
realtime information.
Size of work area
You can configure the width of the work area between 160 and 3,000 points.
You can configure the height of the work area between 160 and 3,000 points.
Settings
You can switch a grid for Telephony realtime information on or off. You use a
grid for a clearer layout of the elements.
Width and height
You can change the name of the page.
Width and height
You can configure a width and height for the grid of between 2 and 50.
Exampl e 1
If you configure 2 for the width and height, for example, then a grid point is
shown for every two points on the reporting.

Exampl e 2
If you configure 10 for the width and height, for example, then a grid point is
shown for every 10 points in Telephony realtime information.

Presentation tab
You can specify the default settings for displaying Telephony realtime
information. You set the individual values in the element properties.
Font
You can configure the font, font size, and formatting.
Line
You can configure the line type, line width, and line color.

54 • Customer service: Telephony module Using IP Office Contact Center User Interface
Background
You can select a background color from a palette.
You can also provide an image.
Configuring Telephony realtime information
If you have the Telephony configuration privilege, you can configure
Telephony realtime information.
Configuring Telephony realtime information
Proceed as follows to configure Telephony realtime information.
1. In the Telephony menu, select File View.
2. The Telephony - file view appears.
3. Configure your Telephony realtime information.
Configuring realtime information
For general information about configuring realtime information, refer to the
topic Supervision: Realtime information module
What realtime information elements are
available?
You can configure the following elements for Telephony realtime information.
Element
Text element

Label

Value element

Maximumwait time (topics) [Telephony]

Maximumwait time (topics) [E-mail]

E-mail to contact

Out of office notice

Variable (name and value)

Variable (window display)

Tag (inline display)

Tag (window display)
Lists

Queue [Telephony]

Abandoned Call list [Telephony]
Graphics elements

Image

Group

Bar chart

Maximumwait time (topics) [Telephony]

Maximumwait time (topics) [E-mail]

Calls in the queue (topics) [Telephony]

Using IP Office Contact Center User Interface Customer service: Telephony module • 55
Element

Waiting e-mails (topics) [E-mail]


56 • Customer service: Telephony module Using IP Office Contact Center User Interface
Element
Other elements

Direct call

Internet browser
Direct call
The Direct call element can only be used in the Firstscreen area.
You must enter the following settings.
• Name
• Call number
Properties of the presentation
The Direct call element has the following properties:
• Size can be adjusted.
• Text properties can be changed.
• Background color can be changed.
Working in the displ ay area
You can use the Direct call function for the configured telephone number in the
display area.
1. Right-click the button to display a context menu.
2. Click Call.
or
1. Double-click the button.

Exampl e
The following example shows direct call.

Symbol
The following symbol is used for the Direct call element.


Using IP Office Contact Center User Interface Customer service: Telephony module • 57
Assigning Telephony realtime information for
other agents
If you have the Telephony configuration privilege, you can assign Telephony
realtime information to yourself and to other agents.
Proceed as follows to assign Telephony realtime information to other agents.
1. In the Taskbar or the Go to menu, select the UI Config. module.
2. Double-click an agent, for example. The UI configuration for agent
"name" dialog is displayed.
3. Click the Telephony tab.
4. Select the realtime information.
5. Click OK.

58 • Customer service: Telephony module Using IP Office Contact Center User Interface
Structure of the contact bar
A contact bar is displayed in the Telephony module.
Contact bar
The contact bar consists of the contact information lines and a function bar.
You can also use the contact bar as a stand-alone view.
The area shows the contact bar in the Telephony area.

Contact information lines
In the following example, only two contact information lines are shown. If there
are more than two calls, a contact information line is displayed for each call.
Illustration
The outlined area shows the contact information lines.

Information about a call
The contact information line shows the following information about the current
call.
• The current status is shown in red.
• Shows whether the call is inbound or outbound.

Using IP Office Contact Center User Interface Customer service: Telephony module • 59
• Shows the status, e.g., conversation or call.
• Shows the topic, e.g., Hotline customer service.
• Shows the conversation length in hours:minutes:seconds, e.g.,
12:00:32 AM. If ACW is configured, the remaining time is
displayed. If the time is activated manually, 12:00:00 AM is
displayed because the time is not limited. In this case, the ACW
must also be closed again manually.
• Shows the name of the customer, if known, or the telephone
number.

60 • Customer service: Telephony module Using IP Office Contact Center User Interface
Message text
The following message text can also be displayed.
Text Meaning
Telephony not configured The agent is not configured for the
Telephony task type.
No local telephone configured! A local telephone was not found.
Call statuses
The following call statuses are possible.

Status View option Explanation
Silence -------
Ready to dial Ready to dial The agent picks up the receiver and the line is
busy. The agent is ready to dial and enters the
number.
Dialing Dialing The connection is established.
Call Call The agent is called.
Conversation Conversation The agent is involved in a conversation.
Conference Conference The agent is involved in a conference.
On hold On hold The call is on hold.
Available Available The other party is available.
Busy Busy The other party is busy.
Extend ACW Extend ACW ACW was manually extended by the agent.
ACW ACW The agent is in ACW.
J ob code J ob code The agent must assign a job code (mandatory
job code).
End ------ The connection is cleared.
Rejected ------ The connection is rejected by the system.

Function bar
The telephone elements are displayed as keys on the function bar. You can only
modify the function bar if you have the Change own contact bar or Contact
bar configuration privilege.
Illustration
The outlined area shows the function bar.


Using IP Office Contact Center User Interface Customer service: Telephony module • 61
Keys
The function bar shows the configured telephone keys. If there is not enough
space on the bar for the configured telephone elements, the icon is
displayed. Clicking the icon opens a selection box displaying other
configured elements.
The following keys are configured by default on the function bar for an agent.
• Answer
• Dial
• Hang up
• Consultation
• Toggle
• ACW
• Extend ACW
• End ACW
• J ob code
Onl y contact bar displayed
If you select Show Contact Bar Only in the View menu or click Minimize in
the title bar, the entire window is hidden, and only the contact bar is displayed.
The contact bar can be moved up or down and can be positioned on the right or
left edge of the screen.
Contact information lines
The contact information line shows information about the current call.
Function bar
The area shows the function bar.


62 • Customer service: Telephony module Using IP Office Contact Center User Interface
Icons
The following icons are displayed in the function bar.
Icon Function

Shows the configured telephone elements, such as Hang up. You
can configure which keys are displayed.

If there is not enough space on the bar for the configured
telephone elements, the Others icon is displayed. Clicking the
Others icon opens a selection box displaying other configured
elements.

Opens the Agent group selection. You can sign on to or out of
agent groups. This button is always available by default.

Initiates a break. This button is always available by default.

Signs you off from the IP Office Contact Center UI
application. This button is always available by default.

Signal tab
The signal tab shows icons for the tasks.
The following icons are displayed in the signal tab.
Icon Function


Signals calls and toggles to the Telephony area.


Signals e-mails and toggles to the E-mail area.

Signals chat requests and toggles to the Chat area.

Displays IP Office Contact Center UI application
informational messages.


Using IP Office Contact Center User Interface Customer service: Telephony module • 63
Gripper
You can move the contact bar up or down by pressing and holding the left mouse
button on the gripper beneath the Avaya symbol. The position of the contact bar
(on the left or right screen edge and up or down) is saved when you log out and
is restored the next time you log on.
The area shows the gripper.

Right mouse button
Right-clicking the gripper displays a selection box. The following icons and
options are available.
Icon Check box Option in
selection box
Function

Restore Returns to the full view.



When the contact bar is displayed,
you can minimize it with the grip
icon. The minimized view is
positioned on the left or right edge
of the screen.
When the minimized view is
displayed, you can extend the
contact bar using the grip icon.


Function view When the Function view option is
selected, the entire contact bar is
displayed.


Function view When the Function view option is
not selected, the minimized view is
displayed.


Left border When the Left border option is
selected, the minimized view is
positioned on the left edge of the
screen.


Left border When the Left border option is not
selected, the minimized view is
positioned on the right edge of the
screen.


Always on top The minimal view or the contact
bar is always visible in the
foreground. The setting does not

64 • Customer service: Telephony module Using IP Office Contact Center User Interface
Icon Check box Option in
selection box
Function
apply to the full view of the
application UI IP Office Contact
Center.


Always on top The minimal view or the contact
bar can be covered by other
applications.


Using IP Office Contact Center User Interface Customer service: Telephony module • 65
Minimized view
The minimized view is positioned on the right or left edge of the screen. The
minimized view shows the gripper. The minimized view can be moved up or
down.
Illustration of minimized view
The following illustration shows the minimized view.

Toggling between views
When the agent receives a call, the entire contact bar is displayed.
When a conversation is ended, the minimized view is displayed again.
When the agent receives an e-mail or information, this is signaled accordingly.
The signal tab is displayed with the telephone icon, the e-mail icon,
the chat icon, and the info icon.
When you click the e-mail icon, you switch to the E-mail area.
Illustration of minimized view with signal tab
The following illustration shows the minimized view with the signal tab.


66 • Customer service: Telephony module Using IP Office Contact Center User Interface
Contact bar configuration
If you have the correct privileges, you can configure the contact bar.
Configuring your own contact bar
If you are an agent with the Change own contact bar privilege, you can
configure your own contact bar.
Proceed as follows to configure the contact bar.
1. Right-click in the contact bar.
2. Select Configure. The Configuration contact bar dialog appears.
3. You can now select telephone keys.
4. Click OK.
Configuring the contact bar for other agents
If you have the Contact bar configuration privilege, you can configure a
contact bar for yourself and other agents.
Proceed as follows to configure the contact bar.
1. In the Taskbar or the Go to menu, select the UI config. module.
2. Double-click an agent, for example. The UI configuration for agent
"name" dialog is displayed.
3. Click the Contact bar tab.
4. Select the telephone elements.
5. Click OK.
Contact bar configuration
The following table shows the settings for the UI configuration for agent
"xxxx" dialog.
Settings Explanation
Available elements Shows the available telephone elements
Selected elements Shows the selected telephone elements

Up


You can move the selected elements up using the Up
button.

Add


You can add the marked available elements to the
selected elements with the Add button.

Remove


You can remove the marked elements from the
selected elements with the Remove button.

Down


You can move the selected elements down using the
Down button.

OK


Use the OK button to exit the dialog and confirm your
settings.

Cancel

Use the Cancel button to close the dialog without
saving your changes.

Using IP Office Contact Center User Interface Customer service: Telephony module • 67
How do you select telephone elements?
Proceed as follows to configure a function bar, for an agent, for example.
1. Select an agent in the UI Config module. The UI configuration for
agent "xxxx" dialog is displayed. The available elements are displayed
in the box on the left, and the selected telephone elements are displayed
in the box on the right.
2. Select an available element, such as Answer.
3. Click Add. The element is moved to the Selected elements box.
4. Continue selecting elements.
5. To remove an element, mark the element in the Selected elements area.
6. Click Remove. The element is now moved back to the Available
elements area.
7. You can move the selected telephone elements with the Up and Down
buttons.
8. Click OK to complete the configuration.
Telephone keys
The telephone elements are displayed as keys on the function bar. The following
telephone elements are available.
Element Explanation

Answer Use this button for answering the current call of
any kind.

Dial This button initiates the dial sequence.

Hang up This button ends a call or process.

Consultation This button is used to put the current call on hold
to perform a consultation.

Hold call This button is used to put the current call on hold.

Toggle You can toggle between two subscribers with this
button.

Conference This button interconnects several subscribes in a
conference (three-party-conference).

Transfer This button transfers a connection to another
subscriber.

68 • Customer service: Telephony module Using IP Office Contact Center User Interface
Element Explanation

MFV This button opens a menu with a telephone
keypad. You can send DTMF signals.

ACW This button lets you request and terminate ACW.

Extend
ACW
This button extends ACW for an individual call
after the end of the call. If you click this button
during a conversation, ACW is reserved and
activated after the conversation ends.
This button is longer needed with the new
function of the ACW button

End ACW This button ends ACW for a conversation.
This button is not longer needet with the new
function of the ACW button.

Job code This button calls the job code.

Emergency This button enables the agent to request assistance
from the supervisor. A signal is activated in the
supervisor's area.

Assistance This button enables the agent to ask the supervisor
to listen in on the conversation. A signal is
activated in the supervisor's area.

Silent
Monitoring
This button enables the supervisor to monitor the
agent's conversation.

Coach This button enables the supervisor to coach the
agent without the customer's knowledge.

RPC A call is generated by the Dialer module. You
must evaluate this call. RPC (Right Party Contact)
means that the call was successful and you spoke
with the correct party.

Closure A call is generated by the Dialer module. You
must evaluate this call. Closure means that the call
was unsuccessful. You did not reach the correct
party (e.g. wrong number or fax number) or the
party was not available (e.g. answering machine or
family member). The party will be called again
later.

Fax A call is generated by the Dialer module. You must
evaluate this call. Fax means that you reached a fax
machine. The connection is disconnected quickly and
evaluated as Closure.

Recording You can record a conversation. You must have
configured a topic or an external destination for the
call recording.

Using IP Office Contact Center User Interface Customer service: Telephony module • 69
Element Explanation

Separator This element shows a dividing line between two
telephone elements.
Call recording on: (element: recording)
You must configure a topic or an external destination für the element recording.
You can select a topic, The topic must be configured accordingly.
You can select an external destination. The external destination must be
configured accordingly.
Delete the mapping.
Function bar example
The following figure shows an example function bar.


70 • Customer service: Telephony module Using IP Office Contact Center User Interface
Making calls
With the IP Office Contact Center UI application you call a subscriber or
answer a call as usual.
As an agent, you work with the contact bar in the IP Office Contact Center
system. You are either signed on to specific agent groups automatically or you
sign on to groups manually.
Additional information on making calls
The topic Making calls describes the functions most often used. If you use other
functions and need them explained, please refer to the operating instructions for
your telephone. The operating steps of the IP Office Contact Center UI
application match the operating steps for the telephone.
What is a Call Center call?
A subscriber calls a topic number. The IP Office Contact Center system
distributes this call to an available agent. Your system administrator determines
how a call is distributed within the IP Office Contact Center system and based
on which criteria.
Answering a call
Unlike with a common telephone, you must use a key to answer a call.
Which function key do you need?
The Answer function button must be configured on the contact bar.
Answer
Incoming calls are signaled visually with the receiver icon on the tool
bar and the contact bar.
1. Click the Answer button.
2. You are connected to the caller and can conduct your conversation.
Contact info bar
A call is displayed as follows on the contact info bar.



Using IP Office Contact Center User Interface Customer service: Telephony module • 71

A conversation is displayed as follows on the contact info bar.



72 • Customer service: Telephony module Using IP Office Contact Center User Interface
If you do not answer a call
If you do not answer a call, then the ring timeout works. If you do not answer the
call in a configured time (ring timeout), then you will be signed out of all agent
groups.
The contact bar displays the time in seconds when you are logged out.
Ending a conversation
Once your conversation is over you have to clear the connection. This is the
same as hanging up a normal telephone.
Which function key do you need?
The Hang up function key must be configured on the contact
bar.
Ending a conversation
You would like to end a conversation.
1. Click the Hang up button.
2. The connection is cleared. After a conversation, you are assigned ACW,
if configured. The next call is assigned only after the end of ACW.
3. If entering a job code is mandatory for you, you are not assigned a new
call until you have entered a job code. The Job code button
turns orange to signal that the IP Office Contact Center system is
waiting for you to enter a job code.

Using IP Office Contact Center User Interface Customer service: Telephony module • 73
Calling a subscriber
You can call a subscriber.
Which function key do you need?
The Dial function key must be configured on the contact bar.
Dialing with the number box
You must enter the number using your keyboard.
1. Click the Dial button. The Dial dialog appears.
2. Enter the number or choose a number from the selection box or from
the phone book.
3. Click Dial. This initiates the dial sequence.
4. You can conduct your conversation.
See also topic: Using the phone book
Contact info bar
A dial sequence is displayed as follows on the contact info bar.
When you pick up the receiver, the line is busy and Ready to dial is displayed.

When the dial sequence is initiated, Dial is displayed.



74 • Customer service: Telephony module Using IP Office Contact Center User Interface
Outgoing call center calls
You can call an internal or external subscriber. You want to mark this call as a
call-center-specific call. You must also select a topic for the call.
To mark the call, follow these steps.
1. Click Dial. The Dial dialog appears.
2. Enter the number or choose a number from the selection box or from
the phone book.
3. Select outgoing ACD call
4. Select Internal (subscriber within the PBX) or External (subscriber
outside of the PBX; reached using a line).
5. Select a topic.
6. Click Dial to call the subscriber.
See also topic: Using the phone book
Background information
If you mark the call as a call center call, it is listed in the reporting as a call
center call. The call is counted in the reporting for the selected topic. The counter
names contain outcc.
As a rule, an outgoing call center call only works for external target subscribers,
in other words using lines. The system administrator defines the access code
dialed for the call in the Configuration module in the PBX configuration using
Access code for external OutCC.

Using IP Office Contact Center User Interface Customer service: Telephony module • 75
Redialing
You can redial a number anytime.
Which function key do you need?
The Dial function key must be configured on the contact bar.
Redialing the last number
You want to dial the last number again.
1. Click Dial. The Dial dialog appears.
2. Click the arrow. A selection box with the last 10 numbers is displayed.
3. Dial the last number.
4. Click Dial. This initiates the dial sequence.

76 • Customer service: Telephony module Using IP Office Contact Center User Interface
Consultation calls
During a call you can consult a subscriber of your PBX. Proceed as follows:
Which function key do you need?
The Consultation function key must be configured on the contact bar.
Consultation
You want to initiate a consultation.
1. You are on the phone and want to consult another subscriber. Click
Consultation. The Consultation dialog opens.
2. Enter the number or select a number from the selection box or from the
phone book.
3. Click Dial.
4. When the called subscriber answers, ask your question.
5. Click Hang up to return to the first party.
See also topic: Using the phone book
Contact info bar
A consultation is displayed as follows on the contact info bar.



Using IP Office Contact Center User Interface Customer service: Telephony module • 77
Conference
Three parties are interconnected in a conference. All subscribers can talk with
each other at the same time.
Which function key do you need?
The Conference and Consultation function keys must be
configured on the contact bar.
Initiating a conference
You want to initiate a conference.
1. You are connected with a caller and want to include another party.
Click Consultation. The Consultation dialog opens.
2. Enter the number or select a number from the selection box or from the
phone book.
3. Click Dial.
4. When the called party answers, announce the conference.
5. Click Conference. The two parties and you are
interconnected in a conference. The display field shows Conference.
See also topic: Using the phone book
Ending and connecting
You want to end the conference and connect the two parties.
1. Click Hang up. You withdraw yourself from the
conference. The two other subscribers are connected.
Contact info bar
A conference is displayed as follows on the contact info bar.



78 • Customer service: Telephony module Using IP Office Contact Center User Interface
Toggle
During a conversation, you can call another party and toggle between the two
parties.
Which function key do you need?
The Toggle and Consultation function keys must be
configured on the contact bar.
Initiating toggling
You would like to toggle between two parties.
1. You are connected with a caller and want to include another party.
Click Consultation. The Consultation dialog opens.
2. Enter the number or select a number from the selection box or from the
phone book.
3. Click Dial.
4. The party you called answers. You can speak with this party.
5. You want to talk to the other party. Click Toggle. You are
now reconnected to the first party. The other party is on hold. The
Hold call button is green, if it is present in the contact bar.
6. You can also toggle from one party to the other by clicking the party on
hold in the contact info bar.
See also topic: Using the phone book
Toggling calls using the contact info line
You would like to toggle between two parties.
1. You are connected with a caller and want to include another party.
Click Consultation. The Consultation dialog opens.
2. Enter the number or select a number from the selection box or from the
phone book.
3. Click Dial.
4. The party you called answers. You can speak with this party. The first
conversation is displayed in the contact info line with On hold and
inactive (gray). You are speaking with the second party, indicated in the
contact info line by Conversation and active (red).
5. You want to talk to the other party. In the contact info line, click the
first call, which is on hold. You are now reconnected to the first party.
Now the second party is on hold.
See also topic: Using the phone book


Using IP Office Contact Center User Interface Customer service: Telephony module • 79
Clearing a connection
You want to clear a connection.
1. Click Hang up. This clears your current connection,
and you are now only connected to the other party.
2. Clicking Hang up again will clear all connections.
Contact info bar
Toggling is displayed as follows on the contact info bar.



80 • Customer service: Telephony module Using IP Office Contact Center User Interface
Transferring connections
You can transfer a call to another subscriber.
What does transfer mean?
You can pass on (transfer) a call to another extension of your PBX. You use the
same procedure to transfer external and internal calls. After you have initiated
the new connection, your te lephone is free again.
Which function key do you need?
The Transfer and Consultation function keys must be
configured on the contact bar.
Transfer
You want to transfer a call.
1. You are connected with a caller who wants to be connected to another
extension. Click the Consultation key. The Consultation
dialog opens.
2. Enter the number or select a number from the selection box or from the
phone book.
3. Click Dial.
4. The display field shows whether the extension is free or busy.
If the extension is free:
1. When the called party answers, announce the call.
2. Click the Transfer key. The two subscribers are connected.
If the extension is busy:
1. If the extension is busy you can still transfer the call with the
Hang up key or click the Transfer key
again and tell the caller that the extension is busy.
See also topic: Using the phone book


Using IP Office Contact Center User Interface Customer service: Telephony module • 81
Holding calls
You can place the caller on hold during a conversation. The party on hold cannot
hear you consulting other people in the room. This function is active only during
a conversation.
You cannot execute refer-backs for a connection on hold.
Which function key do you need?
The Hold call function key must be configured on the contact bar.
Placing a call on hold
You want to hold a call..
1. You are on the phone and want to consult a coworker in the room. Click
Hold call. The button turns green.
2. Consult your coworkers.
3. Click Hold call again to return to the first party.
Contact info bar
A call on hold is displayed as follows on the contact info bar.


82 • Customer service: Telephony module Using IP Office Contact Center User Interface
Requesting support
As an agent, you can request supervisor support during a call.
What kind of support can be provided?
There are two types of support: silent monitoring (assistance) and active
participation in the call (Emergency). With the Assistance function, the
supervisor cuts in to the call and listens to the conversation. The caller and the
agent do not hear the supervisor. With the Emergency function, the supervisor
cuts in and can help the agent. The caller can also hear the supervisor.
How does a supervisor work?
A supervisor in the IP Office Contact Center system usually monitors several
agents. The supervisor works in the Supervision area. The Supervision area
shows the supervisor which agents are logged in on the IP Office Contact Center
system. It also shows their current status (call, conversation).
The IP Office Contact Center UI application signals that you are requesting the
help of a supervisor. If the supervisor is available, he can help you. A supervisor
can only provide active support to one agent at a time.
Which function keys do you need?
The following function keys must be configured in the agent's area.
• Assistance
• Emergency

Requesting si lent monitoring (assistance)
You want to ask a supervisor to monitor your conversation. You can only initiate
the Assistance function during a conversation.
1. Click the Assistance button. The button is gray. A signal is
activated in the supervisor's area.
2. The supervisor cuts in to your connection and can monitor the
conversation. The Assistance key turns green.

Requesting active support (Emergency)
You need help from a supervisor. You can only initiate the Emergency function
during a conversation.
1. Click the Emergency button. The button is gray. A signal is
activated in the supervisor's area.
2. The supervisor cuts in to your connection to monitor the conversation
and provide support. The Emergency button turns green.

Using IP Office Contact Center User Interface Customer service: Telephony module • 83
Support from the supervisor
Note: Limitation
If you are connected to an IPO PBX, the Coaching functions are not supported.
Prerequisites
In order for you as the supervisor to use the Assistance and Emergency
functions, the Supervisor Assistance and Supervisor Emergency realtime
information must be configured in the Realtime information area.
Related topics
For further information, please refer to the following topics:
• Realtime information: Supervisor Assistance and Supervisor
Emergency
Requesting si lent monitoring (assistance)
An agent requests the supervisor to monitor a conversation. The key of the agent
requesting assistance appears orange in the Supervisor Assistance realtime
information.
1. Right-click the agent.
2. Select Silent monitoring from the pop-up menu.
3. You cut in to the call and can monitor the conversation. The agent key
turns green.
4. Click the agent key again to cancel the function.
Support when using Silent monitoring
You are in Silent monitoring mode and you want to help the agent.
1. Right-click the agent.
2. Select Coaching from the pop-up menu.
3. You cut in to the call and can help the agent.
Requesting active support (Emergency)
An agent requests support from the supervisor. The key of the agent requesting
assistance appears orange in the Supervisor Emergency realtime information.
1. Right-click the agent.
2. Select Emergency from the pop-up menu.
3. You cut in to the call and can help the agent. The agent key turns
green.
4. Click the agent key again to cancel the function.

84 • Customer service: Telephony module Using IP Office Contact Center User Interface
Using the phone book
The phone book makes it easy to find a subscriber in the address book and to call
this subscriber. The phone book is opened via the Dial and Consultation
function keys.
Opening the phone book
Proceed as follows to open the phone book.
1. Click the Dial or Consultation key. The Dial or
Consultation dialog appears.
2. Click on the Phone book button. The phone book dialog opens.
Phone book views
The phone book dialog can be displayed in two views: the default view and the
detail view.
Switching the view of the phone book
You can switch from default view to detail view and back.
Switching to detail view
1. Click on the Details button. The detail view of the phone book
opens.
Switching to standard view
1. Click on the Details button. The default view of the phone book
appears.
Which address books can you use?
Upon configuration of the IP Office Contact Center, your system administrator
will determine which address books the phone book will use for you. Global
address books that are connected via LDAP, J DBC or ODBC are possible.

Using IP Office Contact Center User Interface Customer service: Telephony module • 85
What information does the telephone list show?
A telephone list shows the information in the address books. The telephone list
has the following columns.
• Last name
• First name
• Title
• Business phone
• Town/city
• Company
When you enter a search pattern, the telephone list shows how many matching
data records were found. The telephone list shows a maximum of 250 records. If
more than 250 records are found you have to narrow down your search.
What information does the detail view show?
The detail view shows the following information of the selected phone book
entry when corresponding entries are present.
• First name
• Last name
• Title
• Gender
• Street
• Town/city
• Post code
• State
• Province
• Country
• Company
• Department
• Business phone
• Home phone
• Mobile phone
• Fax number
• Email address
• Home page

86 • Customer service: Telephony module Using IP Office Contact Center User Interface
Searching for and calling a subscriber
You can conveniently search the phone book for a subscriber . You enter the
search criteria underneath the title bar of the phone list.
You can use the following search criteria: Last name, first name, title, business
phone, branch or company. You can limit the search by using several criteria.
The search is not case-sensitive.
Placeholders
You can use the following placeholders for phone book searches.
Placeholder Description Example Result
% Placeholder for any
characters
%en Searches for all entries
containing ‘en’.
_ Placeholder for any
character
_ish Searches for all entries
starting with any
character and then
containing ‘ish’.
[character] Placeholder for a certain
character
M[ae][iy]er Searches for all entries
with Maier, Mayer,
Meier or Meyer.
[character -
character]
Placeholder for a certain
sting
[M-Z]owell Searches for all entries
starting with a letter
from M to Z and then
containing ‘owell’.
* Placeholder for any
characters
* Searches for all entries.

Searching and call ing
For example, you are searching for an employee of a specific location.
1. Click on the phone book button in the Dial or Consultation
dialog. The phone book opens.
2. Select a phone book or all address books.
3. Enter the desired location in the Location field. Enter the desired
name in the Last name field. Use a placeholder (*) if you do not
know the exact name of the location. The data records are searched.
If the databases are extensive and the search pattern vague, the
search can take a few seconds.
4. Mark the corresponding entry to call a subscriber. If the subscriber
has several phone numbers, then you must dial the desired number.
5. Click on Dial.
or
5. Click on the Accept button. The number is incorporated in the Dial
or Consultation dialog.
6. Click on Dial.

Using IP Office Contact Center User Interface Customer service: Telephony module • 87
Entering a job code
J ob codes for topics can be configured in a IP Office Contact Center system for
statistical evaluations.
Your IP Office Contact Center system configuration may enable or require you
to enter a job code. If you must enter a job code, this is called a mandatory job
code.
You can also enter multiple job codes for a call. This can be helpful if a caller
orders something and then requires technical support.
Which prerequisites have to be met?
You can enter a job code only if you have the J ob code input privilege. If you
have the Mandatory job code input privilege, you must enter a job code for every
call. In this case, no additional calls are assigned to you until you have entered a
job code.
What are job codes used for?
To allow the statistical evaluation of incoming calls, you must enter a job code
or select one from a list during the call or during ACW if you have the
Mandatory job code input privilege.
With the job code you inform the system of the topic to which the call was
related.
Mandatory job code
If the Mandatory job code privilege is set for you, the Job code button turns
orange with an incoming call and the ACW button turns light green
.
If you click Hang up before entering a job code, the Job code button remains
orange and Job code is displayed in the contact info line. No additional calls are
assigned to you until you have entered a job code.
A mandatory job code appears as follows on the contact info bar.



88 • Customer service: Telephony module Using IP Office Contact Center User Interface
Entering a job code
You want to enter a job code. There are two options.
Select from a list
1. Click the Job code button. The Job code dialog is displayed.
2. Select a job code.
3. Click the (Right) button. The job code is selected in the
list.
4. You can apply additional job codes as required.
5. Click Send to complete the process.
Tip
If there are too many job codes, then you can directly access the corresponding
job code by entering letters or numbers.
For example: If you would like to select a job code named code X, enter the
letter C.
User-defined entry
1. Click the Job code button. The Job code dialog is displayed.
2. In the Unrestricted entry field, enter a job code. You can also select a
job code from the list. The length of the job code is defined. This means
that you cannot specify more characters than the defined number.
3. Click (Right). The job code is selected in the list.
4. You can enter additional job codes as required.
5. Click Send to complete the process.
Removing a job code
1. To remove a job code from the list, click (Left).

Using IP Office Contact Center User Interface Customer service: Telephony module • 89
Using ACW
After each conversation, you can process information about the conversation.
This time is called ACW.
ACW
ACW determines how soon an agent who answered a call for this topic is
assigned the next call. ACW starts at the end of a call.
ACW is configured by your administrator and can last between 0 and 100
seconds.
If ACW is configured, the remaining time is displayed on the contact info bar,
e.g., 00: 00:32. This time is counted down.
Contact info bar
A call in ACW is displayed as follows on the contact info bar.

Extending the preset ACW
If you need more time, you can manually extend the configured ACW. You can
also extend ACW time during the call itself.
1. You have had a conversation and want to extend ACW.
2. Click the ACW button. The button ACW turns dark green.
3. ACW is extended until you end it with the ACW button. The button
turns grey.
Contact info bar
A call in ACW is displayed as follows on the contact info bar. The time is
displayed with 00:00:00. If ACW is extended, 00:00:00 is displayed because
the time is unlimited.


90 • Customer service: Telephony module Using IP Office Contact Center User Interface
End of ACW
If you do not need the entire ACW, you can end it.
1. You have had a conversation and do not need the entire configured
ACW.
2. Click the ACW button. The button ACW turns dark green.
3. Click the ACW button again. The button turns gray and ACW is ended
and you are assigned a new call.
Note
If you click again on the button ACW, then you are logged into all Agent
groups assigned to the agent.
Manual ACW
You have finished a conversation and still need time for agent-related manual
ACW. You will not receive any calls during manual ACW.
1. Click the ACW button. The button ACW turns dark green.
2. Perform your work.
3. End the manual ACW with the ACW button. The button turns gray
again.
You can also request a manual ACW during a call by pressing the ACW button.
You will then automatically go to manual ACW after the call.

Using IP Office Contact Center User Interface Customer service: Telephony module • 91
DTMF
You must use DTMF signals for special functions.
DTMF
This key is used to activating or deactivating the sender for dual-tone
multi-frequency dialing (DTMF).
If the DTMF transmitter is active, the user can send a DTMF signals with the
dial pad.
Which function key do you need?
The DTMF function key must be configured on the contact bar.
Sending DTMF signals
You want to send DTMF signals.
1. You are connected to a voice mailbox, for example, and want to send
DTMF signals. Click DTMF. A dialog with a keypad is
displayed.
2. Click the buttons to dial.
3. Click on Close.

92 • Customer service: Telephony module Using IP Office Contact Center User Interface
Qualifying calls
When working in the outbound dialer, you must qualify calls. The outbound
dialer is the part of the IP Office Contact Center system that initiates automatic
outbound calls.
One outbound application, for example, is when a survey is taken in a company.
For more information, see the Dialer manual.
You have reached the correct subscriber
If you have reached the correct subscriber, proceed as follows:
1. Click the RPC (Right Party Contact) button. The call will be
evaluated as successfully completed.
2. If detail qualifications are configured for the campaign, the RPC dialog
box opens. From the list of qualifications on the left, you can add one or
more evaluations to the list on the right. These values are then saved as
additional information (tags) on the CallJ ob.
You have not reached the correct subscriber
If you have not reached the correct subscriber, proceed as follows:
1. Click the Closure button. The Closure dialog box opens.
2. Qualify the call.

Option Explanation
Reminder
The call is repeated at a later time.
Wrong number
You dialed the wrong number.
New number
Enter the new number in the Number box.
AM
You reached an answering machine (AM).
If you mark AM and indicate a time, then a new
job is generated.
If you mark AM and do not indicate a time, then
the job is closed.
(Qualification: Ended, Closure, AM)

You can limit the time during which a new call is
made.
Start time Select the start time for a new call.
Stop time Select the stop time for a new call.

Using IP Office Contact Center User Interface Customer service: Telephony module • 93
Option Explanation

Today


Click the Today button if the new call must be
made today. The call will take place in about 1
hour.

Tomorrow


Click the Tomorrow button if the new call must
be made tomorrow. The call will take place in
about 24 hours.
Number If you select the New number option, you must
enter the new number.
3. Click OK to complete the qualification.
You have reached a fax machine
If you have reached a fax machine, proceed as follows:
1. Click the Fax button. The call will be terminated immediately
and evaluated as a fax.


94 • Customer service: Telephony module Using IP Office Contact Center User Interface
Information messages
The tool bar shows the Information messages icon. Click this icon to
display messages from the modules.
Information message statuses
The following table shows the possible statuses of the information message icon.

Icon Color Explanation

Gray There are no messages.

Flashing
Orange
There are unread messages.

Orange
There are messages.
Unread messages are displayed in bold.
Read messages are displayed in the default font.
If you click a message, the message is marked as
read.
Signal tab
If you have minimized the view, the icon also appears in the signal tab if
you have any messages.
Messages from the Realtime information module
If the realtime information exceed the configured alarm threshold, the
information message indicates which realtime information are involved.
Messages and possible reasons
The following table shows messages and possible reasons.

Message Possibl e reasons
Realtime information Name Page:
Page number
A value has reached or exceeded the
configured alarm threshold in the
realtime information: Realtime
information Name on page Page
number.
This message will disappear when the
alarm status no longer exists.
Possibl e functions
Click the message. The relevant realtime information are displayed in the
Realtime information module.

Messages about the connection
A message is displayed whenever a connection to the PBX or e-mail system has
been interrupted.

Using IP Office Contact Center User Interface Customer service: Telephony module • 95
Messages and possible reasons
The following table shows messages and possible reasons.
Message Possibl e reasons
The connection to the telephone
system is interrupted.
The connection to the telephone system
has been interrupted, for example, due
to network problems. This message
disappears as soon as the connection
has been restored.

The connection to the e-mail system
is interrupted.
The connection to the e-mail system
has been interrupted, for example, due
to network problems. This message
disappears as soon as the connection
has been restored.
Possibl e functions
Click the message. The Protocol module is displayed.
Correcting the problem
If you can no longer work normally, inform your system administrator.

96 • Customer service: Telephony module Using IP Office Contact Center User Interface
Messages for telephony
When an agent on the telephone is logged off, a message is displayed indicating
why the agent was logged off.
Depending on the reason, the option is provided for the agent to log in again by
clicking the message.
In general, the agent is logged off if the task server has been restarted (depending
on the task server). In this case, it is possible and practical for the agent to log in
again. In other cases, this is not practical, for example, if the agent was logged
off remotely or if the agent has logged in on another computer. In these cases,
the agent is not given the option of logging in again by clicking the message.
Messages and possible reasons
The following table shows messages and possible reasons.

Message Possibl e reasons
Telephony function “Call routing” is
active. Click on here to deactivate it and
log in again.
You were logged out because call
routing has been set up on this
telephone.
Connection to the PBX is established
again. Click here to log in again.
The connection to the telephone
system was interrupted.
Connection to PBX is broken. Click here
to log in again.
The connection to the telephone
system was interrupted.
You have been logged out from the
telephone, another user has logged in.
Another user has logged in.
Telephone function "do not disturb" is
active. Click on the button to deactivate
it and login again.
The “Do not disturb” function has
been activated on the telephone.
Correcting the problem
Click the message to log in again.
If you can no longer work normally, inform your system administrator.


Using IP Office Contact Center User Interface Customer service: Telephony module • 97
Customer history and quick bar
Learn about the possibilities of the quick bar and the customer history.
About Customer history
The customer history shows during a contact with a customer data on past
contacts with the customers. You see, for example, when the customer has the
last time called.
The customer history is a Telephony monitor. Use the quick bar to use the
customer history comfortably.
When is the displ ay updated?
If you have a customer contact and customer data are available, then the
customer history shows information. The response depends on whether you are
working with the module Telephony or with the module E-mail.
You work with the module Telephony. You can use the quick bar or the
Telephony with a customer history. The customer history is updated with a
telephone call. If customer data is available, these will be displayed. You must
not have a connection. The display holds up when you answer a call. If you hang
up or after the wrap-up time on topics then the customer history is empty.
You work with the module E-mail. You must use the quick bar for the customer
history. A customer history must be configured in the quick bar. When you
activate an e-mail, the customer history is updated. You can use the customer
history only in the Inbox.
You work with the module Chat. You must use the quick bar for the customer
history. A customer history must be configured in the quick bar. When you
activate a chat request the customer history is updated. You can use the
customer history in the folder request and archive.
Note that when you switch between the modules Telephony, E-mail or Chat that
then another customer history is displayed. If you edit an e-mail, then the
corresponding customer history is displayed. You receive a call and go to the
module Telephony, then the customer history of the caller is displayed.
Restri ction
Note the following restrictions.
• The customer history shows information about the current task
(telephone call or e-mail or chat). There are no other functions possible,
such as reading an e-mail from the customer history (active link).
• Information from address books are not used in the customer history.
• The customer history shows a maximum of 500 records.
Information quality
Note that the displayed data in the customer history depend on the the quality of
the customer data. If in the customer data, for example, two entries with the
same name (Martin Meier) are present, then both records are displayed in the
customer history.

98 • Customer service: Telephony module Using IP Office Contact Center User Interface
Requirements for the customer history
To use the customer history, you need the following requirements.
IP Office Contact Center processes
For the customer history the following IP Office Contact Center processes have
to work.
• Taskreporting database server (TRDB_SRV.EXE)
• Taskreporting Server (TR_SRV.EXE)
Customer recognition
To view the name for a caller or the sender the name must be configured as a
customer.
A name of a customer is detected when either the phone number or e-mail
address of the customer or both pieces of them are configured.
Even if a caller or sender has already called several times or sent e-mails before
he has been configured as a customer in customer history all contacts of the
customer are shown.
Response time
To achieve an optimal response time at the agent, the database must be regularly
serviced. Details refer to the user manual System administrator.
Properties of the customer history
A customer history is configured as a Telephony file. You can set the properties
of the representation.
Properties of the presentation
• Realtime display.
• The size can be adjusted.
• You can hide the title.
• You can customize the column arrangement.
• Text properties can be modified.
• You can change the background color.
Period
The period specifies the period for which contact data displayed in the customer
history. The starting point is always from the current time.
Possible are periods 2, 4, 8, 12 weeks. If you specify 0 (zero), then all existing
data is displayed.
Note that in a setting of 0 (zero) a large amount of data can be displayed and this
may cause delay in presentation.

Using IP Office Contact Center User Interface Customer service: Telephony module • 99
Title bar
The title bar shows the name of the customer, the number of the caller or the e-
mail address of the sender. The customer's name is displayed if the client is
configured as a customer with a phone number or e-mail address.
Avail able information
You can configure the following columns. These information are available in the
taskreporting database.
Column Explanation
Date Shows the date of the contact.
Time Shows the time of contact.
Task type Shows the task type, telephony or e-mail or
chat.
Caller / From Shows the name of the customer. The name
will be displayed only if the client is
configured as a customer.
Called address Shows the dialed number (topic or extension)
or the e-mail address (TO).
Original topic Shows the original topic (first topic).
Last topic Shows the last topic.
Last agent Shows the last agent who handled the task
(telephony or e-mail or chat).
External target name Shows the external target name.
External destination Shows the external destination.
Note Shows a note. A note appears only with a
call. The note shows the contents of CallTag
CCK_Customer_Info. In the pre-defined
Telephony the CallTag can set by an agent. In
an e-mail the note is empty.
Subject Shows the subject of an e-mail. In a call, the
subject is empty.
Dialer note Shows a dialer note. The dialer note shows
the contents of the calltag OD_Pers_Note. In
an e-mail the dialer note is empty.
Exampl e
The following example shows a customer history.

Icon
The following icon is used for the Customer history element.


100 • Customer service: Telephony module Using IP Office Contact Center User Interface
Configuring a customer history
You must have the appropriate privileges to configure a quick bar. Proceed as
follows.
3. Choose File view in the menu Telephony.
4. Click New quick bar file.
5. Enter a name, example History.
6. Click Edit.
7. Drag the element customer history into the monitor.
8. Choose a period.
9. Choose the tabs.
10. In the tab Presentation choose font and background.
11. Click OK.
12. Click Save.
Using customer history
You use a customer history usually with a quick bar.You can also use a customer
history in a Telephony. You can get information, which contacts a customer
already have had. The contacts can be telephony or e-mails. So you can see, for
example, whether a customer has called a certain topic.
Sort
The customer history is pre-sorted by date. This means the latest data is available
at the beginning.
You can sort the table by any column's contents in ascending or descending.
1. Click on a column title.
2. The table is sorted. An icon in the column indicates whether ascending (
) or descending order ( ) sorted.
Print
A customer history can be printed.
1. Click on a customer history with the right-hand mouse button. A pop-up
menu opens.
2. Choose Print. You can select a printer and print the contents.
Create mail
Condition for the function is that the customer had an e-mail contact and e-mail
address is present.
You can send a new e-mail to the customer. The e-mail address is included in the
To field.
1. Click on a customer history with the right-hand mouse button. A pop-up
menu opens.
2. Select Create mail. The modul E-mail apears. A new e-mail is opened
in the edit mode.

Using IP Office Contact Center User Interface Customer service: Telephony module • 101
About quick bar
The quick bar is an independent area in the user interface. You can use the quick
bar together with the module Telephony or with the module E-mail. If you work
with other modules, then the quick bar is not displayed.
The Quick Bar corresponds to a special type of a Telephony that you configure
in the module Telephony. Usually the Telephony element customer history is
configured in the quick bar.
With an appropriate privilege, you can select a quick bar file for the quick bar.
If an agent does not have the privilege quick bar view, then the quick bar is not
displayed.
Possibl e modes
The quick bar can use in two modes.
Mode: Overlay
The quick bar is displayed only when needed. The display of the quick bar
covers content of the active module.
Mode: Embeded
The display of the quick bar moves the area of the active module. Contents are
not covered.
Presentation
The following figure shows a quick bar in the closed state.

The following figure shows an open quick bar.

Size
You can adjust the vertical size of the quick bar. The adjusted size is stored.
Icon for quick bar fil e
The following icon is used for a quick bar file.


102 • Customer service: Telephony module Using IP Office Contact Center User Interface
Prerequisites for a quick bar
To use the Quick Bar, you need the following prerequisites.
Privilegi en
• Show quick bar
If this privilege is checked, then a quick bar appears.
• Select own quick bar
If this privilege is checked, then an agent can select a Telephony file for
the quick bar.
• Telephony configuration
If this privilege is checked, then an agent can configure Telephonys.
The privileges are configured with the application configuration.
Quick bar file
A corresponding quick bar file must be configured. Usually you use a customer
history.
Predefined quick bar with customer history
During installation were created a pre-defined quick bar with customer history.
The predefined quick bar has the following properties.
Columns
Date, Time, Called address, Original topic, Last topic, Last agent, Note, Subject,
Task type.
Period: 2 weeks
Usable Telephony elements in the quick bar
In the quick bar you can use the following Telephony elements.
• Label
• Value element
• Maximum wait time for multiple topics [Telephony]
• Maximum wait time for several topics [E-mail]
• E-mail to contact
• Out of office notice
• Variable (name and value)
• Variable (window display)
• Queue [Telefony]
• Abandoned Call list [Telefony]
• Image
• Group
• Bar chart
• Maximum wait time for multiple topics [Telephony] (bar chart)
• Maximum wait time for multiple topics [E-mail] (bar chart)
• Queue for multiple topics [Telephony] (bar chart)

Using IP Office Contact Center User Interface Customer service: Telephony module • 103
• Waiting e-mails for multiple topics [E-mail] (bar chart)
• Individual status element (LED)
• Pie chart
• Agent status for AG (grid)
• Customer history
• Direct call
Configuring a quick bar
To configure a quick bar, proceed as follows.
An agent must have the appropriate privilege that a quick bar is showed.
There are two possibilities to select a quick bar file.
Possibi lity 1
1. Open the module UI config.
2. Select a system, profile or agent configuration.
3. Click on tab Firstscreen.
4. Select a quick bar file.
5. Click OK.
Possibi lity 2
1. Click on the quick bar with the right-hand mouse button. A pop-up
menu opens.
2. Choose Configure. The dialog File selection opens.
3. Doubleclick on a quick bar file.
Using a quick bar
The quick bar can either show on demand or use always on top.
Overlay
1. Stay with the mouse on the button . The quick bar apears. The
display will remain open as long as you leave the mouse pointer on the
button .
Embeded
1. Click .
To close the quick bar, click .
Adjust vertical size
1. Hold the mouse pointer on the lower gray bar.
2. Drag the quick bar to appropriate size.


Using IP Office Contact Center User Interface Customer service: E-mail module • 105
Customer service: E-mail
module
E-mail module
The E-mail module is a graphical user interface component of the IP Office
Contact Center system. Using this user interface, agents at a call center can log
into and out of the IP Office Contact Center system, log into or out of agent
groups, go into break mode and read and process e-mails assigned to them.

Properties
The E-mail module has the following properties. These properties are broken
down into agent functions, supervisor functions and system functions.
Agent functions
An agent can use the following functions. To use all the functions you need the
relevant privileges.
• Log into and out of the IP Office Contact Center system
• Log into or out of an agent group
• Start and end a break
• Accept e-mails
• Process e-mails
• Send e-mails
• Forward e-mails
• Delegate (assign) e-mails
• Delete e-mails
• Print e-mails
• Check spelling
• Import a personal address book
• Use address books
• Use text blocks

106 • Customer service: E-mail module Using IP Office Contact Center User Interface
Supervisor functions
When working as a supervisor, you can use the following functions. As a
supervisor you need to have the relevant privileges.
• Display agent and topic mailboxes
• Delegate, process and delete documents in the Overview folder.
• Delegate and delete documents in the Deleted folder.
• Import and administrate dictionaries
System functions
You can use the following system functions.
• Display active, interrupted, held and completed e-mails
• Display drafts
• Display e-mails in the following formats: ASCII, HTML, RTF
• Display archived e-mails
Opening
Proceed as follows to open the module in the user interface:
4. You have opened the user interface. In the task bar, click
.
5. The E-mail module appears in the user interface.


Using IP Office Contact Center User Interface Customer service: E-mail module • 107
Structure of the module
J ust like other Windows applications, the E-mail module has menus, commands,
and a tool bar.
Illustration and explanation of areas on E-mail
screen
Illustration
The illustration below shows the E-mail module and the various areas on the
screen.


Areas
The illustration above shows the following screen areas.

Menu bar

Tool bar and status bar (Select AG, Pause, Status indicator for the agent
groups, Logoff)

Mailbox folders (default: Inbox, Deferred, Drafts, Overview, Completed).
For the Deferred mailbox folder, you need the “Place emails on hold”
privilege.

Document list

Action bar

Processing status indicator

Agent status
7
6
5
4
3
2
1
1 2 3 4 5
6 7 8 9

108 • Customer service: E-mail module Using IP Office Contact Center User Interface

Display and processing area

Text blocks
Menus and commands
The table below shows the available menus and commands.
Menu Command Explanation
E-Mail
Client
Import Address Book You can import address book entries
from a CSV file. This command is only
shown if you have the relevant privilege.
E-Mail
Client
Create Address Import
File
You can create a template CSV file for
importing addresses or distribution lists.
View Visible Folders You can select which folders are to be
displayed. You cannot hide the Inbox
folder.
View Columns... Specify which columns are to be
displayed in the E-mail module.
View Refresh Options... You can set a value between 0 and 60
seconds for updates to the currently
selected mailbox folder.
The mailbox folder is refreshed at the
specified intervals.
You usually use the defaults.
Additional
options
Options Shows the options. You can activate
notifications and set a time for them to be
displayed.
Additional
options
Signature
You can create a signature and select it.
Additional
options
Empty recycle bin Deletes all documents from the recycle
bin.
Additional
options
Show Search Filter Opens the Search Filter dialog, which
allows you to narrow your search to
specific information in a folder.

9
8

Using IP Office Contact Center User Interface Customer service: E-mail module • 109
Icons: Document status
Document status
The table below shows the icons that may be displayed to indicate the status of
documents.
Default
icon
Icon with
active repl y
Icon with
active
forwarding
Explanation

- - New


Read

Active

Interrupted

Resubmitted

Deferred

- - Delegated

- - J ob code missing

- - Outgoing email
Priority
The table shows the icons for document priority.
Icon Explanation

High priority

Low priority
No icon No icon means that the email has normal priority.

Transmission job status (Outbox folder onl y)
The table below explains the meaning of the icons used to indicate the status of
transmission jobs.

Icon Color Transmission job status

Green Successful

Red Error occurred

Yellow Active/being processed

Orange Waiting/previously attempted

Blue Stopped
Displays
Proceed as follows to see the transmission job status:
1. Click on the Outbox folder.
A colored LED is displayed in the Status (Icon) column.
2. The color of the LED indicates the status of the transmission job.

110 • Customer service: E-mail module Using IP Office Contact Center User Interface
Icons: Create new e-mail
You can use the following icons when you create a new email. You can format
the text of the document any way you want it.
Icon Explanation

Cut

Copy

Paste

Undo

Redo

Bold

Italics

Underline

Align left

Center

Align right

J ustify
Horizontal line

Numbering

Bullets

Decrease indent

Increase indent

Font color

Highlight

Check spelling


Using IP Office Contact Center User Interface Customer service: E-mail module • 111
Format, Font, Font size
You can use the following functions to change the formatting of a text.
List box Explanation
Format Style
The options are:
Paragraph
Heading 1
Heading 2
Heading 3
Heading 4
Heading 5
Heading 6
Address
Formatted
Use paragraph for normal body text.
Heading 1 is the largest header size and Heading 6 is
the smallest.
Use Address to format an address.
Use Formatted for special markup (italics)
Font Select the relevant characters.
The options are:
Arial
Courier New
Times New Roman
Verdana
Font size Select the relevant characters.
The options are:
Extra small
Small
Normal
Large
Larger than
X-Large
XX-Large


112 • Customer service: E-mail module Using IP Office Contact Center User Interface
Mailbox folders
The following mailbox folders are available for documents (emails/SMS text
messages/faxes). A figure in brackets after the name of the folder indicates the
number of unread documents.
Icon Name of mailbox
folder
Explanation

Inbox The Inbox folder contains all incoming
documents.

Deferred The Deferred folder contains documents that
will be automatically re-submitted to the Inbox
at the specified date and time.
This folder only appears if you have the “Place
emails on hold” privilege.

Drafts The Drafts folder contains documents that you
have not yet sent.

Sent The Sent folder contains all the documents that
you have already sent.

Deleted The Deleted folder contains documents that
you have deleted.

Overview The Overview folder contains all the
documents for the various topics.
If you are working as an agent, you can view
and pickup the documents in the Overview
folder. You cannot edit documents directly.
If you are working as a Supervisor, you can
delete documents in the Overview folder and
delegate them to topics or agents. A Supervisor
possesses the UMR-Supervisor privilege.
Note that you need to possess the relevant
privileges for the topics. Your system
administrator configures the privileges using
the Configuration application.

Completed The Completed folder contains all completed
documents that remain in the UMR database.

Outbox The Outbox folder shows all sent documents.
Depending on the privilege, this folder shows
the documents of an agent or also of topics.
You can forward a document, change the send
status, or view the properties by means of a
pop-up menu.

Archive The Archive folder provides an overview of all
completed documents that have already been
moved from the Runtime database to an
external database during an archiving run.
The archive is only available if a transfer of
completed documents to an external archive
database is planned and the
UMRClientAdapter is configured accordingly.
In this case, this folder can be accessed by all
agents.


Using IP Office Contact Center User Interface Customer service: E-mail module • 113
To display the documents, click on the relevant mailbox folder tab.You will find
more information about mailbox folders in Adapting the work area. That
section explains which actions you can perform on the documents in each
mailbox folder.

Processing status display
In the action bar on the far left of each document window you can see the
processing status of the document. This area has a slightly darker background.
When a new document is created, this indicator is initially empty.
Processing statuses
The following table shows each possible processing status.
Processing status Explanation
Multiselection, You have selected multiple documents.
Create mail You are composing a new, outgoing email.
Reply mail
You are writing a reply to a CC email.
(CC=CallCenter)
Forward mail
You are preparing a CC email for forwarding.
(CC=CallCenter)
Mail sent You are displaying an email that has already been sent.
Enter job code
You must input a job code before the email can be
closed out.
Reply not CC mail
You are writing a reply to an email that was not
assigned to you by CallCenter.
Forward not-CC mail
You are preparing an email for forwarding that was not
assigned to you by CallCenter.
Not CC mail Viewing a non-CC email that has been received.
Preview
Email/task has not yet been activated. Therefore only a
preview is allowed.
Document does not
exist
System error: The selected document is not available.

More information
The Processing status display also shows whether a document has already been
answered or forwarded.
Processing status Explanation
Replied:
Email has not yet been answered.
Email has been answered.
Forwarded:
Email has not yet been forwarded.
Email has been forwarded.

Action bar
The action bar allows you to perform various actions.
Actions on documents (email/SMS/fax)

114 • Customer service: E-mail module Using IP Office Contact Center User Interface
The order in which the buttons are displayed varies for the individual actions.
The first button (from left to right) is always Send document.

For a detailed description of the individual actions, see Processing documents
(actions).

Button Explanation

Create a new document.

Send document.

Reply to the sender of a document.

Save document.
If you are writing a new email, it is saved to the Drafts folder.

Put document on hold.
A document is held until the designated date and time. It then
re-appears in the Inbox folder.
When you click this button, a window is displayed in which
you can enter a date and time and a note. The Note icon is
then displayed in the second column of the document list. To
read the note, click on the Note icon.

Forward document

Repeat transmission of a document (following a transmission
error only).
If the transmission failed (e.g. when attempting to send a fax)
the document is transmitted again.

Using IP Office Contact Center User Interface Customer service: E-mail module • 115
Button Explanation

Send another copy of the document (for any document).
The document is loaded in edit mode. You can edit the
document, change the subject line or recipient, if applicable,
then send the document again (using the Send button).

Delegate document (assign) and add a note to it.

Pick up the document.

Completing the processing of a transaction. The archived
document is closed and moved to the Completed folder.

Allocate a job code.

A job code is required.

Add an attachment to the document.

Configure transmission options.
Document transmission actions

Button Explanation

Stop the transmission job
General actions

Button Explanation

Note
You can add a note when delegating a document or putting it
on hold (for resubmission). The Note icon appears in the
document list and in the mail header of a document.
To read the note, click on this icon in the mail header of the
document.

Print document

Maximize work area

Reduce work area
Close document
If you have made changes to the document, the following
message is displayed: Document was changed.

116 • Customer service: E-mail module Using IP Office Contact Center User Interface
Button Explanation
To save the document to the Drafts folder, click on OK.
To discard the changes, click on Cancel.


Using IP Office Contact Center User Interface Customer service: E-mail module • 117
Agent status indicator
You can see the indicator for the status of agents in the bottom left-hand corner
of the window.
• If the agent is logged in, the indicator looks as follows (example
only):
Smith, John - logged in (Active)
• If the agent is on a break, the indicator changes as follows
(example only):
Smith, John - logged on (Break)
Email display area and processing area
In this area, located below the action bar, you process your documents. If you are
replying to an email, the following two areas are displayed (top to bottom)
• Email display area
• Processing area (e.g. the reply to an email that you are in the
process of writing)

118 • Customer service: E-mail module Using IP Office Contact Center User Interface
Configuring mailbox folders
You can configure your work area. Each folder has columns that are displayed
by default.
Available mailbox folders
The following table lists the mailbox folders and the columns that are displayed.
The columns marked with a star (*) are not pre-set. You can display these
columns if necessary.
Icon Mailbox folder Columns

Inbox Status image, Attachment, Status text, Service,
Sender, Topic, Subject, Received, To*, Cc*,
Created*, Sender address*

Deferred Status image*, Attachment, Resubmission
time, Status text*, Sender, Topic, Subject, To*,
Cc*, Created*, Sender address*

Drafts Status image, Attachment, Status text, Sender,
Subject, To, Cc*, Bcc*, Created, Sender
address*

Sent Status image*, Attachment, Status text*,
Sender, Topic, Subject, To, Cc*, Created,
Sender address*

Deleted Status image, Attachment*, Status text*,
Sender, Topic, Subject, Received, To*, Cc*,
Created*, Sender address*

Overview Status image, Attachment, Status text, Service,
Sender, Topic, Subject, Received, Mailbox,
To*, Cc*, Created*, Sender address*

Completed Status image, Transaction number,
Attachment*, Status text*, Sender, Topic,
Subject, Received, Mailbox, To*, Cc*,
Created*, Sender address*

Outbox Attachment, Sender, Status image*, Priority*,
Status text*, Sender address*, CC*, Topic, To,
Subject, Created, Mailbox

Archive Status image, Transaction number,
Attachment*, Status text*, Sender, Topic,
Subject, Received, Mailbox, To*, Cc*,
Created*, Sender address*


Using IP Office Contact Center User Interface Customer service: E-mail module • 119
Setting visible folders
You can configure which folders are to be displayed and which are to be hidden.
You cannot hide the Inbox folder.
To specify the folders that are to be displayed, do the following:
1. Select Visible Folders either from the View menu or from the pop-
up menu (right mouse button). The Visible Folders dialog is
displayed.
2. You can use the >> and << buttons to configure the list of selected
(visible) folders the way you want it.
3. Use the Up and Down buttons to change the order in which they
are displayed.
4. Click OK to save your settings.
Displayed columns configuration
For each folder you can specify the columns that are to be displayed.
For the Inbox, Deferred, and Overview folders, you can configures an expanded
status text.
The settings are saved as personal settings when the agent logs off.
Displaying an expanded status text
For the Inbox, Deferred, and Overview folders, you can also configure whether
the following information should be displayed:
No answer sent
No forwarding sent
Proceed as follows to enable/ disable the option:
1. Select Columns either from the View menu or from the pop-up
menu (right-click on mailbox folder). A window appears.
2. Select the Show extended state text according to your needs.
3. To save your settings, click on OK.

120 • Customer service: E-mail module Using IP Office Contact Center User Interface
Configuring the columns
To specify which columns are to be displayed, perform the following steps:
1. Select Columns either from the View menu or from the pop-up
menu (right-click on mailbox folder). A window appears.
2. You see two lists:
Lists Explanation
Available
columns
The Available columns list shows all the
columns that are available for the relevant
mailbox folder.
Selected
columns
The Selected columns list shows all the
columns that are displayed for the relevant
mailbox folder.

3. To move a column from one list to the other, select the column
then click on the relevant arrow.
4. In the Selected columns list you can determine the order in which
the columns are displayed by moving the individual columns up or
down using the corresponding button.
5. To save your settings, click on OK.

Using IP Office Contact Center User Interface Customer service: E-mail module • 121
Sorting columns
To sort columns perform the following steps:
1. To sort a column, click on the column header. The header of the
column to be sorted is grayed. The sort direction is indicated by a
small arrow (upwards means ascending order; downwards means
descending order).
2. To reverse the sort sequence, click on the column header again.
Changing the column width
You can alter the width of the columns as desired. To change the column width,
do the following:
1. Click on the column separator. The mouse pointer changes shape.
2. Hold down the mouse button and customize the width of the
column.
Adapting the work area
You can make optimum use of the available space for the work you are doing at
the time by maximizing or minimizing the individual areas.
The work area within a mailbox folder is divided into several individual areas.
You can use the icon to maximize the individual areas. This causes the
higher-level area in each case to be hidden.
Hiding and showing

Icon Explanation

Hides, the document list, for example.

Shows the document list again.

Hides the mail view in the work areas for replies and
forwarding.

Shows the mail view list again.

122 • Customer service: E-mail module Using IP Office Contact Center User Interface
Processing documents (mailbox folders)
New incoming documents or documents being re-submitted are automatically
placed in the Inbox folder.
For more information on re-submitted documents, see the topic Mailbox folder:
Deferred.
You can access the actions that you can perform on the documents either via the
action bar or the pop-up menu.
Mailbox folders: Inbox
The table below shows the actions that can be performed on a document
depending on its state.
Action No
document
selected
Preview New
document
created
Active
document:
View
Active
document:
Repl ying
Active
document:
Forwarding
Create   - - - -
Reply - - -  - -
Forward - - -  - -
Delegate - - -  - -
Send - -  -  
Exit - - -  - -
Delete - -  -  
J ob code - - -  - -
Add attachment - -  -  
Transmission
options
- -  -  
Close - -    
Note
In the context of Reply and Forward, the delete action refers to the active reply
or to the mail to be forwarded.

Using IP Office Contact Center User Interface Customer service: E-mail module • 123
Special features of documents
The following table shows special features of documents.

Document
and actions
Explanation
New documents The number of unread (new) documents is displayed in
brackets on the Inbox tab.
New, unread documents are indicated in bold type.
The status of the documents is indicated by icons. For more
information, see Processing status indicator.
Incoming
documents
For incoming documents, the HTML body is displayed where
possible. If there is no HTML body the plaintext body is
displayed. In the HTML view, formatting and the display of
embedded graphics are retained.
Attachments Attachments to the original document are shown in a separate
area at the end of the mail view. For each attachment, the file
name and size in bytes is displayed.
You can display attachments to both incoming and outgoing
documents either via a pop-up menu or with a simple click.
The pop-up menu contains the options: Open, Play back
(telephone number) via telephone, Download, and Remove
The Remove option is only available for documents you have
created yourself.
To open an attachment, click on it. If the file is not opened in
the program that you expect, refer to your system
administrator.
Pause If the agent is on a break, only a preview is permitted; the
documents cannot be activated. This applies both to
documents assigned by CallCenter and to directly addressed
documents.
Displays within
a mailbox folder
Within a mailbox folder the document list is displayed along
with the mail processing area. The mail processing area is
divided into two area; one for displaying incoming mail, the
other for processing replies and forwarding documents.
Close document When you close a document that has been changed (header,
mail text, or send options), you are prompted to save the
entries.

124 • Customer service: E-mail module Using IP Office Contact Center User Interface
Document
and actions
Explanation
Reply and
Forward
You can choose whether to send an reply with or without the
original text.
The text of the original document is incorporated when you
send a reply or a forwarded document. The formatting is
retained in HTML emails. A header is generated and placed
before the text.
Example:
- - - - - Or i gi nal Message- - - - -

Fr om: <Sender of t he or i gi nal message>
Recei ved: <Dat e and t i me t he or i gi nal
document was r ecei ved>
To: <Reci pi ent of t he or i gi nal message>
Cc: <Cc r eci pi ent of t he or i gi nal
message>
Subject: <Subject of the original message>
[..] Text of the original document [..]

Attachments to the original document are not incorporated
into replies.
Attachments to the original document are included in
forwarded documents.
You can discard an active reply/document for forwarding by
clicking on the Delete button in the action bar. The original
document is then automatically re-displayed.
Replies that have not yet been sent and documents that are
yet to be forwarded are saved when the document is closed
and remain linked to the original document. The original
document is marked with a corresponding icon. They are not
displayed on the Drafts folder.
For each original document there can only ever be one 'active'
reply or document for forwarding.
You can send any number of replies to an original document.
You can forward an original document any number of times.
Once a reply has been sent or a document forwarded, the
status icon for the original document reverts to the standard
icon (with no active reply/document to forward).
The original document cannot be closed out/exited while an
answer exists that has not yet been sent or deleted or a
document is waiting to be forwarded or deleted.
Delegate When delegating (assigning) a document, you can select the
agent or topic to which the document is to be delegated from
a list of possible destinations. The destinations available at
that time are displayed for you to select from. In addition, a
note can be added. The transaction can be canceled.
Send Either the actual agent or a topic can be entered as the sender
of an email/reply/forwarded document. For replies, the
default is to use the topic via which the document entered the
system. For forwarded or new documents, the agent is
entered as the sender by default. Any topic for which the
agent in question has authorization is available for use.

Using IP Office Contact Center User Interface Customer service: E-mail module • 125
Document
and actions
Explanation
Multipart Newly created documents, replies and forwarded documents
are sent in a multipart/alternative format; i.e. the body is
present in both plaintext and HTML form.
Attachments You can add attachments to all outgoing emails. These are
shown in a separate area, as in the email view.

Special features of documents assigned in the
IP Office Contact Center system
The following table shows special features of documents assigned to you in the
IP Office Contact Center system.

Document
and actions
Explanation
Activate Documents distributed via CallCenter must be activated
before they can be processed.
To activate the document, either double-click on it, or right-
click on it then select Activate.
Only one document can be processed, i.e. be active, at any
time. If a second document is activated, the first activated
document is placed in the Interrupted state. If changes were
made to this document and have not already been saved, the
user is asked whether the document is to be saved.
Closing ( ) an activated document causes it to be placed in
the Interrupted state.
To gain access to uncompleted replies or documents for
forwarding, you need to activate the original document.
When you do this the active reply/document for forwarding is
displayed in maximized form, i.e. the original document is
hidden.
Delegate When delegating (assigning) a document, you can select the
agent or topic to which the document is to be delegated from
a list of possible destinations. The available destinations are
displayed for you to select from. The transaction can be
canceled.
The user can add a note when delegating a document. The
presence of a note is indicated to the recipient by an icon in
the header information within the email view. The presence
of a note is indicated in the relevant (Attachment) column, if
this column is visible. To display the note in a dialog
window, click on the Note icon in the header.
In addition to the entries made by the agent, the system
indicates in the note which agent delegated the document.
After it has been delegated, the document is removed from
the mailbox folder.

126 • Customer service: E-mail module Using IP Office Contact Center User Interface
Document
and actions
Explanation
J ob code The job code can be entered as often as you wish. Only the
last value given is stored. The current job code is displayed in
the email header.
If a job code is required before the original document can be
closed out this is indicated by a small warning icon
(orange/red LED) on the Job Code button.
Sent documents The original document remains active after a reply has been
sent or a document forwarded.
Completed
(closed)
documents
Once a document has been completed or exited, all users can
continue to view it in the Completed folder, provided they
have the relevant privilege. Both the topics that are visible
and the agents can be restricted.
Delete If you have the Delete emails privilege, you can delete emails
from the Inbox folder.


Using IP Office Contact Center User Interface Customer service: E-mail module • 127
Special features of directl y addressed incoming
documents
The following table shows special features when documents are sent directly to
you.

Document
and actions
Explanation
Directly
addressed
documents
Documents that are addressed directly to agents rather than
assigned via CallCenter cannot be activated. They are to be
processed without being activated.
To gain access to the uncompleted replies or documents for
forwarding, you need to select the original document. The
active reply/document for forwarding is displayed in
maximized form, i.e. the original document is hidden.
Directly addressed incoming documents cannot be delegated.
The original document remains selected after a reply has been
sent or a document forwarded.
If a document is completed or exited, it is not saved in the
Completed folder.

Special features of new outgoing documents
The following table shows special features of new outgoing documents.

Document
and actions
Explanation
New outgoing
documents
New outgoing emails are stored in the Drafts folder when
they are closed. This folder only displays outgoing
documents that have not yet been sent.
New documents cannot be activated.
Documents saved in the Drafts folder have to be selected for
further processing.

Mailbox folders: Deferred
The Deferred mailbox folder provides an overview of all held documents.
These documents are kept in this folder until the configured time (date/time of
day). They are then automatically moved to the Inbox folder and are marked
with the Follow up icon.
Symbol: Follow up


128 • Customer service: E-mail module Using IP Office Contact Center User Interface
Mailbox folders: Drafts
The Drafts folder provides an overview of all newly created documents that
have not yet been sent. Uncompleted replies and documents for forwarding are
not shown in this folder since access to these documents is gained exclusively by
activating the original document.
The table below shows the actions that can be performed on a document
depending on its state.
Status Newl
y
creat
ed
Repl
y
Forw
ard
Dele
gate
Send Delet
e
Hold Job
code
Add
attac
hme
nt
Tran
smis
sion
optio
ns
Clos
e
No document
selected
 - - - - - - - - - -
Document
selected / new
document
created
- - - -   - -   
Note
• The number of documents currently in the Drafts folder is indicated
by a figure in brackets on the tab of the corresponding mailbox
folder.
• Actions with and on documents can be accessed via the action bar
or a pop-up menu.
• Drafts cannot be activated as they are not distributed via CallCenter
but created directly by the agent. The agent can select the draft and
process it further.
• When a newly created document is closed it is discarded if the
agent has not made any entries in the header, the body and the
transmission options. Otherwise, the agent is asked if the changes
are to be saved.
• If a document is further processed and then closed, the agent is
asked if the changes are to be saved.

Using IP Office Contact Center User Interface Customer service: E-mail module • 129
Mailbox folders: Sent
The Sent mailbox folder provides an overview of all newly created documents
that have already been sent.
Mailbox folders: Deleted
The Deleted folder provides an overview of:
• all CallCenter emails that were deleted instead of being sent
• all deleted non-CallCenter emails
Emptying the recycle bin
You can empty the recycle bin. This means that all documents are deleted. You
cannot undo this action.
Proceed as follows to empty the recycle bin:
1. Select Empty recycle bin under Additional options.
2. All documents are deleted.
Mailbox folders: Overview
Prerequisite
To use all of the functions in the Overview folder, you need to have the relevant
privileges.
For further information please refer to: What are privileges?
Functions in the Overview folder
The Overview folder shows the documents independently of the mailbox folders
in which they are currently located. The number of unread (new) documents is
indicated on the tab for the Inbox folder.
In this folder, the supervisor can intervene in the distribution of documents by
delegating documents (using the Delegate button). For more information, see
Delegate document.
The supervisor can delegate or delete all documents that do not have a current
status of Active.
An agent can pick up documents.
Deleted documents
A document deleted by the supervisor is placed in the Deleted folder and thus
removed from distribution. The supervisor can perform a final delete on a
document in the Deleted folder or delegate it back to a topic. The document can
no longer be delegated to an agent. The only way back into CallCenter is by
delegating the document to a topic.

130 • Customer service: E-mail module Using IP Office Contact Center User Interface
Available actions
The table below shows the actions that can be performed on a document
depending on its state.

Status Delegate Pick up Delete Exit Close
No document
selected
- - - - -
Preview    - 
Active
document:
View
- - - - -
Active
document:
Replying
- - - - -
Active
document:
Forwarding
- - - - -


Using IP Office Contact Center User Interface Customer service: E-mail module • 131
Mailbox folders: Completed
The Completed mailbox folder provides an overview of all completed (closed
out) documents that have not yet been purged from the UMR database.
As a UMR agent you have access to the Completed folder.
At the time it was completed, each document was assigned to a particular agent.
This assignment is maintained in the Completed folder so that you, as an agent,
can easily find your own documents.
Which documents and topics can I see as an agent?
Normally an agent can only see his/her own documents. An agent cannot
normally see any other documents. With the relevant privileges, an agent can
also view other agents' documents. The privileges granted to agents are set up in
the IP Office Contact Center Configuration application.
For more information, see theCustomer Interaction Express Configuration user
manual.
Can I process documents in the Completed folder?
You can view and forward documents in the Completed folder. Documents can
no longer be processed.
How do I find specific documents and their associated answers/forwarded
documents in the Completed folder?
Transactions such as an original document and their associated replies/
forwarded documents are linked to each other by a unique transaction number.
For this to work, the correct configuration is needed in the IP Office Contact
Center Topics Configuration. Automatic assignment of ticket IDs for emails
must be activated there.
For more information, see theCustomer Interaction Express Configuration user
manual.
How do I know whether a job code is needed for a document?
You can add the J Code (job code) column to the view. For information on how
to add a column, see the Displayed columns configuration topic.

132 • Customer service: E-mail module Using IP Office Contact Center User Interface
Mailbox folder: Archive
The Archive folder provides an overview of all completed documents that have
already been moved from the Runtime database to an external database during an
archiving run.
The archive is only available if a transfer of completed documents to an external
archive database is planned and the UMRClientAdapter is configured
accordingly. In this case, this folder can be accessed by all agents.
At the time it was completed, each document was assigned to a particular agent
or topic. This assignment remains intact so that you can easily find your own
documents again.
What documents are displayed?
The types of documents displayed can be restricted for each user with IP Office
Contact Center rights. These can be used to specify which documents from
which topics an agent sees. All documents from other topics are not displayed to
these agents.
All agents can see documents, such as read confirmations, that went directly to
the agent and were then archived by the agent without being distributed via the
IP Office Contact Center system.
Editing no longer possible
These documents can no longer be processed. You can only view these
documents.
No actions are possible if more than one document is selected.
Transaction number
Transactions such as an original document and their associated replies/
forwarded documents are linked to each other by a unique transaction number,
which can be displayed along with the document. In order to receive unique
transaction numbers, automatic assignment of the ticket ID for e-mail must be
activated in the topic configuration.
If a document is forwarded from the mailbox folder, this generates a new entry
in the Completed folder with the forwarded document and the transaction
number that the forwarded document had. In this way, the forward action can be
retraced later on, as well.
Search
The displayed documents are limited with a search filter. A free text search can
be performed via the subject, the subject and body, and the transaction number.
Because the mailbox folder does not have a view of current data, it is not
automatically updated.


Using IP Office Contact Center User Interface Customer service: E-mail module • 133
All mailbox folders: Search function
You can limit the number of documents that are displayed in each folder by
using a search filter.
In the Archive mailbox the search function cannot be disabled.
Search
1. In the E-mail module menu, click on Additional options →Display
Search filters. If more than 100 documents are present in a folder,
the controls for the search function are displayed automatically and
the field indicating the number of lines to be displayed is set
automatically to 100.
2. You can use the following search criteria:
Search for:
The system searches for parts of words.
Search in:
You can choose whether you want to search in the Subject line
or the text body.
Recipient:
The system searches for a recipient.
Sender:
The system searches for a sender.
From To
In the From and/or To field, click the ... button and select a
date. Enter the time in the relevant field (the From field
defaults automatically to 00:00 and the To field defaults
automatically to 23:59).
Topic:
The system searches for a topic.
Ticket Id
Only mailbox folder Completed: The system searches for
Ticket Id.
Mailbox
Completed and Overview folders only: In the Mailbox list box,
enter the mailbox you want to search.
3. Click on the Use filter button .
Resetting fields
1. To empty all fields, click on the Reset filter button . (All
fields/list boxes are emptied, all check boxes are cleared).
Hiding the input fields
In the Archive mailbox the search function cannot be disabled.
1. To hide the input fields for the search function click on .

134 • Customer service: E-mail module Using IP Office Contact Center User Interface
Searching in mailboxes of deleted agents or topics
If you have the View extended archive privilege, you can also search in the
Archive folder for mailboxes of deleted agents or topics. The displayed
documents are limited with a search filter.
1. Perform a search in the Archive folder.
2. In the mailbox list box, the mailboxes of deleted agents and topics
are shown in different font.
3. You can select an agent or topic.
Scrolling in folders
If you have set the Maximum rows displayed option accordingly, the following
line appears under the entries.
If you have selected the Always display paging info option, the scroll functions
are always available.
1 – 25 of 356
Paging through information
1. Press to scroll down one page (Lines option). The next entries
are displayed.
2. Press to scroll to the end of the entries.
3. Press to scroll up one page (Lines option).
4. Press to scroll to the first page.

Using IP Office Contact Center User Interface Customer service: E-mail module • 135
Processing documents (mail header)
You can use various addresses.
Sender addresses
You can use various sender addresses.
Which sender address can I use?
If you are replying to a document, you can select a sender address.
Prerequisite
In order to reply as an agent, you must have the Reply as agent privilege.
Input
1. Click on the From button. The Sender window is displayed.
2. From the list box select the agent (yourself) or a topic. The agent is
separated from the topics by a broken line. The topics are in
alphabetical order.
Does the system provide a default sender address?
The E-mail module provides a default sender address for each type of outgoing
document.
The table below shows the default sender for each type of document.
Document type Topic of the
original
message
Agent
New document - 
Reply to a CallCenter document  -
Forwarding a CallCenter document - 
Reply to a document received directly - 
Forwarding a document received
directly
-

Can I enter just any sender address?
You cannot enter free text for the sender address. You can only select options
supplied by the system in the list box (agent or topic from the list).

136 • Customer service: E-mail module Using IP Office Contact Center User Interface
Using addressing options
When you create a new document (using the button), you can set an
address in the To, Cc and Bcc fields (standard e-Mail address types).
What do I put in the To, Cc and Bcc fields?
The standard To, Cc and Bcc email address types are supported.
To insert an address you have two options:
• Click on the To button to display the address book.
• Insert an address in the form <Service=Address>direct into the To
field without calling up the addressing dialog.
Note about options
In Options under Additional options, you can specify that the Cc and Bcc fields
should always be displayed.
Option 1: address book
1. In the email processing area, click on the To button. The address
book is displayed.
2. Select the service you require. The services are sorted in
alphabetical order. You can select from the following services:
email (default), fax, SMS text message.
3. You can select an address book.
4. Enter a search term.
5. Click on Search. A list is displayed containing the entries that were
found. More than one entry may be found for a single search term.
6. Select the entry that you want to use.
7. Click on To, Cc or Bcc. You can add further recipients.
8. When you have entered all your recipients, click on OK. The
correct addresses appear in the corresponding fields in the email
processing area (To, Cc or Bcc); see table below for examples. If
there is more than one recipient, they are separated from each other
by semi-colons. The Cc and Bcc fields are only displayed in the
email processing area if they are filled in in the addressing dialog.

Using IP Office Contact Center User Interface Customer service: E-mail module • 137
Supported services
The supported services set out below are dependent on the system being used.

Service selected in addressing
window
Address shown in email
processing area (exampl e onl y)
Fax FAX3=12345678
SMS SMS=12345678
Email [email protected]
Option 2: direct addressing
1. Type the correct address directly in the email processing area:
Enter email addresses in the To field as usual.
Addresses for other services are entered as follows:
[Name]<Service=Address>
Example: J ohn Smith <[email protected]>
In the options you can specify whether the Cc and Bcc fields are to
be displayed or not.
Note about name prefix
You can also leave out the name prefix.
'Service' specifies the service to be used for the transmission and must be one of
the supported services (see the table below). Use the proper form for the address;
e.g. for SMTP the address must be in the correct SMTP format; for fax, a fax
number is required, etc.
If more than one address is inserted, separate them with semi-colons.

Service name Explanation
FAX3 Send fax G3 documents
SMS Send text messages
Email Send messages via the SMTP connector.



138 • Customer service: E-mail module Using IP Office Contact Center User Interface
What do I put in the Subject field?
You can enter any combination of letters or numbers in the Subject field.
• When you are replying to a message, the subject line from the
original message is automatically inserted, preceded by Re:
(Re=Reply)
• When you are forwarding a message, the subject line from the
original message is automatically inserted, preceded by FW: (FW
=Forward)
How can I include the text of the original email in the reply or the document
I am forwarding?
• In a reply, the body of the original email is inserted automatically.
• In a forwarded document, the body of the original message is
inserted automatically.

Using IP Office Contact Center User Interface Customer service: E-mail module • 139
Key sequences
To execute frequent tasks faster, you may use key sequences. Thus to execute a
task you may use one key or a sequence of keys.
E-mail editor
When you process an e-mail you can use following key sequences.
Key sequence Comment
Ctrl +A Select all
Ctrl +C Copy to the clipboard
Ctrl +V Add the clipboard content
Ctrl +X Move to the clipboard
Ctrl +Z Undo
Ctrl +Y Retry
Ctrl +B Bold
Ctrl +I Italic
Ctrl +U Underline
Ctrl +E Center
Ctrl +L Align left
Ctrl +R Align right
Ctrl +F J ustify
Ctrl +Shift +Z
Ctrl +SPACE
Delete formatting
Ctrl +Plus Bigger type size
Ctrl +Minus Smaller type size
Ctrl +Shift +Plus Increase indent
Ctrl +Shift +Minus Decrease indent
E-mail list
In the e-mail list view you can use the following key sequences.

Key sequence Comment
Ctrl +Home First page
Ctrl +End Last page
Ctrl +Page Down Previous page
Ctrl +Page Up Next page


140 • Customer service: E-mail module Using IP Office Contact Center User Interface
Functions and commands
You can execute following functions and commands with key sequences.
Key sequence Comment
Ctrl +N New e-mail
Ctrl +R Reply
Ctrl +Shift +R Reply with options
Ctrl +Shift +I Reply all with options
Ctrl +W Forward
Ctrl +G Delegate
Ctrl +Shift +K Defer
Ctrl +D Delete
Ctrl +Shift +A J ob code (e-mail)
Ctrl +Shift +E Send
Ctrl +H Add attachment
Ctrl +S Save
Ctrl +T Activate the selected e-mail and change to
the e-mail text view
Ctrl +F Activate the search filter
Ctrl +O Set the focus an the current folder list
Ctrl +Shift +T Select textblocks
ESCAPE Leave textblock, return to e-mail editor


Using IP Office Contact Center User Interface Customer service: E-mail module • 141
Using the address books
In the E-mail module, you can use a personal address book, a shared address
book, or both. When addressing a message, you can look up and select names,
email addresses and distribution lists in the address book.
When you enter a name in the To, Cc or Bcc field in an email message, the E-
mail module automatically checks the address book for matching names. If a
matching entry is found, the name is resolved - the display name and the email
address are inserted - and the message can be sent. If no match is found, you are
asked for further information. If more than one name contains the letters you
entered, you can select a name from the list.
In addition to using it to address messages, you can look up other information in
the address book, such as office addresses and telephone numbers, by entering
the name.
Refer to documentation
For information about how to set up address books, refer to the Customer
Interaction Express Address Book Administration user manual. You can also
access this documentation online.
Types of address books
The following types of address books can be displayed.
Personal address book
The personal address book consists of a list of names and distribution lists that
you create and maintain. Personal address book entries are stored in a file. You
can import a personal address book. For further information, see: Importing
personal address books.
Shared address book
The shared address book contains the names and email addresses of all users
within your organization. This address list is centrally created and maintained by
the system administrator. It can also contain the email addresses of shared
distribution lists.
External address book
Your system administrator can connect an external address book so that you can
use the relevant information.

142 • Customer service: E-mail module Using IP Office Contact Center User Interface
Search fields in the address books
You can use the following information to limit the search in the address books.
Address books
You can select the following address books:
• Personal address book
• Shared address book
search fields
You can search on the following fields:
• Name
• First name
• Email
• Fax
• Mobile
• Telephone
Distribution list
A distribution list is a compilation of recipients. It represents a simple tool for
sending messages to a group of persons. A message that you send to a
distribution list goes to all the recipients named in this list. In the To line,
recipients will see their own name displayed along with those of all other
recipients. The name of the distribution list is not displayed however.
Service
You can specify the service used to send the message. The following services are
supported.

Service Explanation
Email If you select Email, the message is sent as an email to the
email address.
Fax If you select Fax, the message is faxed to the telephone
number. After the recipient, "(Fax)" is inserted for the service.
SMS If you select SMS, the message is sent to the telephone
number as an SMS message. After the recipient, "(SMS)" is
inserted for the service.


Using IP Office Contact Center User Interface Customer service: E-mail module • 143
Search
To search for an entry in an address book, do the following:
1. In the email, click on To. The Targets dialog box opens.
2. Enter your search criterion. If necessary, you can limit your search.
Choose the relevant list box entries, e.g. Personal address book.
3. Click on Search. A list is displayed containing the entries that were
found. A scroll bar is added if necessary.
4. Select the entry that you want to use.
5. To transfer the entry, click on To, Cc or Bcc.
6. Click on OK to confirm the settings. If necessary, you can change
the data and add or delete addresses.
Displayi ng and changing transmission settings
You can view, and if necessary change, the transmission settings .
Note
You cannot change the properties of an address book entry in the address book.
If you change a transmission setting, these changes only apply to the current
transmission job.
Transmission settings
You can view and changes the following transmission settings:
• Service
• Destination
• First name
• Name
• Street
• ZIP code
• Town
• Country
• Company

144 • Customer service: E-mail module Using IP Office Contact Center User Interface
Displaying and changing
To view or change the transmission settings for a recipient, do the following:
1. Double-click on the entry in the To, Cc or Bcc field. You can use
this function in the message or in the Addressing dialog. The Send
details dialog opens.
2. You can change the settings.
3. Click on OK to apply your changes.
Displayi ng and changing a distribution list
You can view the distribution list. You cannot add or remove recipients.
Note
You cannot change the distribution list in the address book. You can however
revise the recipients for the current document and change the distribution list in
this way.
List
The distribution list shows the names of the recipients with the following
information: Last name, first name, and email address.
Displaying and changing
To view the distribution list or change recipients, do the following:
1. Click on the entry in the To, Cc or Bcc field. The address book is
displayed.
2. Select a distribution list.
3. Click on To, Cc or Bcc. The distribution list is transferred to the
field.
4. Click on OK to apply your selections.

Using IP Office Contact Center User Interface Customer service: E-mail module • 145
Configuring options
You can configure various options .
Your options are saved when you log out.
Configuring updates
You can specify how and when a folder is updated. If you automatically update
the folder, you can set an interval between 0 and 60 seconds for this to be done.
If necessary, you can also update the folders manually. We do not recommend
this setting.
Settings
Proceed as follows to set the options:
1. On the View menu, select Update options. The Update dialog
opens.
2. Set the options as required.
3. Click OK to save your settings.
Available options
You can configure the options for email, notification, and displayed lines.
General
The table below lists the available general options:

Option Explanation
Activate call center e-mail on
selection
When you select this option, the message
is automatically activated when you click
on it.
Playback via telephone
The following table shows the setting for playback via telephone:

Option Explanation
Destination Indicates the number of the telephone
where the message is to be played back.


146 • Customer service: E-mail module Using IP Office Contact Center User Interface
Email
The table below lists the available options for email:

Option Explanation
Show CC input You can specify that the CC field should
be displayed when you are processing a
message.
Show BCC input You can specify that the BCC field should
be displayed when you are processing a
message.

Notification
The table below lists the available options for notification.

Option Explanation
Play sound on incoming mail. When you receive an email, a sound that
you have configured is played. You can
configure the sound at New Mail
Notification in the Sounds tab under
Control Panel – Sounds and Audio
Devices.
Show message on incoming
mail
A notification is displayed when you
receive a new email.
Close message manually Normally, the notification is closed after
the set period of time. If you choose this
option, you must close the notification
manually.
Close after: 4 sec.
You can choose the time period after
which the notification is closed. The time
is expressed in seconds. You can set a time
between 1 and 60 seconds.


Using IP Office Contact Center User Interface Customer service: E-mail module • 147
Maximum displayed lines
The table below lists the available options for the displayed lines.

Option Explanation
Rows: 100
You can configure the number of rows
displayed in a folder. If the folder contains
more lines, you can scroll down.
Always display line info The scroll icons are always visible.
Scroll icons
If you want to display the line info, you can use the following icons to scroll in
folders.
The following view appears under the entries:
1 – 25 of 356

Icon Explanation

Scrolls to the beginning of the entries. The first entries are
displayed.

Scrolls up one page. The number of lines displayed depends on
the number you have configured.

Scrolls one page down. The number of lines displayed depends
on the number you have configured.

Scrolls to the end of the entries.
Setting the options
Proceed as follows to set the options:
1. On the Additional options menu select Options. The Options
dialog opens.
2. Set the options as required.
3. Click OK to save your settings.

148 • Customer service: E-mail module Using IP Office Contact Center User Interface
Importing personal address books
The E-mail module allows you to import a personal address list and one or more
distribution lists. You need a relevant file in CSV format.
Limitations
When you import data you should be aware of the following restrictions:
• When you import data it overwrites all data that is currently in the
address book. For this reason, the address list and distribution lists
must always be imported together.
• It is not possible to import addresses or an individual distribution
list at a later date.
• If the CSV file was created in Microsoft Excel, it is not possible to
have just a single value in a row. Microsoft Excel interprets all the
remaining columns as being empty and creates a line in the form
<Distribution list name>;;;;;;;;;;. You must precede the name with a
#(hash) so that the distribution list names are recognized during
the import.
Error handling
If the address book server is not available, an information message to that effect
is displayed. You cannot import data in this situation. The E-mail module
attempts to restore the connection to the address book server. To attempt a new
import, you need to open the import window again.
If errors occur during an import operation, these are written to a log file.
Import files
Import files must be ASCII text files. The file extensions CSV and TXT are
permitted.
The data records must be arranged in rows. The individual values must be
separated by semi-colons (;). The values must not contain semi-colons.
Type-dependent (address list or distribution list) import information must be
placed at the beginning of the import data.
The import files may contain any number of empty rows.
You can create specific templates for importing addresses or distribution lists.

Using IP Office Contact Center User Interface Customer service: E-mail module • 149
Import information (header)
The columns to which the values in the subsequent data records are assigned are
defined in the first row.
The column names must match the names permitted for importing addresses into
this address book. The valid column names can be seen in the dialog.
Leading or trailing blanks in the column names are ignored.
Note that the column names are case-sensitive. Invalid columns are not imported
and a corresponding error message is displayed in the log file.
Data records
The remaining rows contain the actual data records with the values to be
assigned to the various columns.
Columns may be left empty.
The number of values (including "empty values") must match the number of
values in the import information (header). Rows containing an invalid number of
values are ignored during the import. A corresponding error message is written
to the log file.
Leading or trailing blanks in the values are ignored.
Rows containing only empty values are ignored. A corresponding error message
is written to the log file.
Sample import file for a personal address book
The example below shows a file used to import a personal address book.


Ent r yI d; Last Name; Fi r st Name; St r eet ; Post al Code; Ci t y;
PhoneNumber ; Mai l Addr ess

123; Ut zer ; Ben; Dor f st r aße 34c; 22941; Bar gt ehei de; 04532- 1234567;
ben@f i r ma. com
124; Comer go Bar gt ehei de; ; Bahnhof st r aße 24; 22941; Bar gt ehei de;
04532- 269 0; i nf o@comer go. com
125; Br edet ; Ver a; ; ; ; ; ver a_b@web. de



150 • Customer service: E-mail module Using IP Office Contact Center User Interface
Sample import file for a distribution list
The example below shows a file used to import a distribution list.

Last Name; Fi r st Name; voi ceAddr ess; f axAddr ess; mai l Addr ess;
smsAddr ess; Di spl ayName

Depar t ment A
Ut zer ; Ben; 04532- 269 0; 04532- 269 199; ben. ut zer @avaya. com; ; Benni
Br edet ; Ver a; 089- 999 888; 089- 999 999; ver abr edet @f i r ma. de; ;
Ver aB
Gent ; A. ; 04532- 123 456; 04532- 269 199; agent @umr t est . i nt ; ;
A. Gent

#Depar t ment B; ; ; ; ; ;
Mai er ; Car st en; 04532- 123456; 04532- 40123456;
car st en. mai er @f i r ma. com; ; Car st enM
Mül l er ; Chr i st i an; 04532- 123457; 04532- 40123457;
chr i st i an. muel l er @f i r ma. com; ; Chr i st i anM
Schul t ze; St ef an; 04532- 123458; 04532- 40123458;
st ef an. schul t ze@f i r ma. com; ; St ef anS
Creating templates for CSV files
You can easily create templates for address book imports and distribution lists.
Available fields for address book
You can apply the following fields for an address book import template.
LastName, FirstName, State, Province, PostalCode, City, Company, Street,
Department, MailboxDisplay, PhoneNumber, MobilePhone, PrivatePhone,
BusinessFax, MailAddress, Country, EntryId
Available fields for distribution list
You can apply the following fields for a distribution list template.
voiceAddress, mailAddress, smsAddress, faxAddress, DisplayName,
ForeignKey, UniqueKey, LastName, FirstName, Gender, Sex, State, Province,
PostalCode, City, Company, Street, Department, Title, HomePage,
BusinessURL, Category, MailboxDisplay, PhoneNumber, PhoneNumber2,
MobilePhone, MobilePhone2, PrivatePhone, PrivatePhone2, OtherPhone,
OtherPhone2, Fax, BusinessFax, Fax2, PrivateFax, EmailAddress, MailAdress,
EMailAddress2, EMailAddress3, Country, UserDef1, UserDef2, UserDef3,
UserDef4, UserDef5, UserDef6, UserDef7, UserDef8, UserDef9, UserDef10,
HomePage2, PrivateURL, EntryId, NotesTicketId, GPTicketId, SMS, SMS2,
AdbId

Using IP Office Contact Center User Interface Customer service: E-mail module • 151
Creating a template
Proceed as follows to create a template for a CSV file:
1. In the File menu, select Generate Address Import File. The
Create example CSV file for address import dialog appears.
2. Select the desired entries for the address book or the distribution
list.
3. To create a template for an address import, click Address import
template. A CSV file for a Address import template is created.
4. To create a template for a distribution list, click Distribution list
template. A CSV file for a distribution list template is created.
5. You can save the CSV file you created or open it with an
application.
Importable columns
Your system administrator can configure the importable columns in the Address
book administration application.
Columns
The following columns are defined for the pre-configured personal and shared
address books.
ForeignKey, LastName, FirstName, Gender, State, Province, PostalCode, City,
Company, Street, Department, Title, Homepage, Category, MailboxDisplay,
PhoneNumber, PhoneNumber2, MobilePhone, MobilePhone2, PrivatePhone,
PrivatePhone2, OtherPhone, OtherPhone2, Fax, Fax2, EmailAddress,
EMailAddress2, EMailAddress3, EntryId
Restrictions
Only the EmailAddress column is currently used for sending a message by
email.
For faxes, the Fax column is used.
For SMS messages, the MobilePhone column is used.
Distribution lists
Individual entries in a distribution list may contain all the above columns.
In addition, the mailAddress, faxAddress, smsAddress and voiceAddress
columns must be present.
When a message is sent to a distribution list, these additional fields are used as
the destination and not the fields listed above (email message to mailAddress
etc.).
In a distribution list, the columns listed above are to be seen as address
information for the person. The four additional fields serve as unambiguous
destination addresses for the transmission of the message.
This means that you could, for example, deliberately use one set of email
addresses for a bowling team distribution list and another for a development
department distribution list although the people involved may be the same.

152 • Customer service: E-mail module Using IP Office Contact Center User Interface
Importing
Prerequisite
You have created suitable CSV files for the address book and distribution lists.
You can import an address book list or one or more distribution lists. Note that
after the import only this address book list or these distribution lists will be
available to you.
Import
To import a personal address book and distribution lists, do the following:
1. On the File menu, select Import address book. The Import
addresses for personal address book dialog opens.
2. In Addresses, click on Browse.
3. Select a relevant file.
4. In Distribution lists, click on Browse.
5. Select a relevant file.
6. To import the data, click on Import. The data are imported.
7. The log file is displayed. This file contains all information about
the import.
8. Click on Close. The data in the personal address book and the
distribution lists is ready for immediate use.
Displaying valid column names
You must specify the column names in the first row of the import file. You can
have the valid column names displayed. Proceed as follows:
1. On the File menu, select Import address book. The Addressbook
and distribution list import dialog opens.
2. Click on Display. The valid column names are displayed. The
column names that must be included in the import are underlined.

Using IP Office Contact Center User Interface Customer service: E-mail module • 153
Processing documents
You can process documents and perform various actions.
Creating a new document
Creating a placeholder
To create a new document, do the following:
1. Click on the Create new document button. .
The processing status indicator changes to Creating new email.
The buttons that are now available to you are displayed in the
action bar. The To button and the Subject field are displayed along
with Maximize work area and Close .
2. Click on the To button. You can search in the address books.
Or,
Enter the address in the correct form in the To field (Cc, Bcc). For
more information on addressing a document, see Using addressing
options
3. Click OK.
4. Enter a subject.
5. Enter the text of your email (fax, SMS message).
6. To save the document temporarily while you are composing it,
click on the Save document button .
Further topics
Please note the following topics:
Using the address books
Working with text blocks
Sending a document
To send a document, do the following:
1. Click on the Send document button .
2. The document is sent to the address(es).

154 • Customer service: E-mail module Using IP Office Contact Center User Interface
Repl ying to the sender of a document
To reply to the sender of a document, do the following:
1. To reply to the sender of a document, click on the
button. The original email view is hidden and the area containing
the prepared reply document is maximized. The sender has been
inserted in the To field. Re: has been inserted in the Subject field
along with the text of the original subject line.
2. Enter the text of your email (fax, SMS message).
3. To save the document temporarily while you are composing it,
click on the Save document button .
4. Click on the Send document button . The document is
sent to the sender (of the original document).
Repl ying with or without the original text
When replying to a message, you can choose whether to include the original text
in your reply.
Replying with original text
To include the original text in your reply, do the following:
1. Click the list box. A menu appears.
2. Select Reply with original. The original message will be added to
your message and displayed.
Replying without original text
To reply without including the original text, do the following:
1. Click the list box. A menu appears.
2. Select Reply without original. The original message will be not be
added to your message.

Using IP Office Contact Center User Interface Customer service: E-mail module • 155
Forwarding a document
To forward a document, do the following:
1. Click on the Forward document button .
The original email view is hidden and the area containing the
prepared forwarding document is maximized. Fwd: has been
inserted in the Subject field along with the text of the original
subject line.
2. Click on the To button. You can search in the address books.
Or,
Enter the address in the correct form in the To field (Cc, Bcc). For
more information on addressing a document, see Using addressing
options.
3. Click OK.
4. Enter the text of your email (fax, SMS message).
5. To save the document temporarily while you are composing it,
click on the Save document button .
6. Click on the Send document button . The document is
forwarded to the address(es).

Picking up a document
You can pick up a document in the Overview folder. To pickup a document, do
the following:
1. The Overview folder is displayed. Select the document.
2. Click on the Pick button . The document is flagged as
Delegated (status).
3. The document you have picked up is displayed in your inbox. You
can now process it as normal.

156 • Customer service: E-mail module Using IP Office Contact Center User Interface
Delegating a document
To delegate a document, do the following:
1. Click on the Delegate document button . A window
appears.
2. Select a destination from the list box. The destinations are broken
down by topic and agent.
Green means: available
Red means: Temporarily unavailable (e.g. the agent is not logged
on); you can still delegate the document.
3. Enter any text you want in the Note field.
4. Click on the Delegate button.
5. The document is delegated to an agent or a topic in line with the IP
Office Contact Center system email flow. If you have entered an
agent directly as the destination, the document is sent direct to that
agent (no email flow). For more information, see theCustomer
Interaction Express Task Flow Editor user manual.
6. The document is removed from the mailbox folder. In addition to
the entries made by the agent, the system indicates in the note
which agent delegated the document.
Completing the processing of a transaction
To complete (close out) the processing of a transaction, do the following:
1. Click on the Complete processing of transaction button .
Creating a signature
You can create a personal signature, for example, your signature along with
sender information. You can select whether this signature should automatically
be added to each message.
Proceed as follows to create a signature:
1. On the Additional options menu select Signature. The Personal
signature dialog appears.
2. Enter your signature as you wish it to appear. You can use the
usual formatting functions.
3. Select Use signature.
4. Click OK to save your settings: Your signature will automatically
be inserted in each message.

Using IP Office Contact Center User Interface Customer service: E-mail module • 157
Allocating a job code
The job code can be entered as often as you wish. Only the last value given is
stored. The current job code is displayed in the email header.
Mandatory job code
If a job code is required before the original document can be closed out this is
indicated by a small warning icon (orange/red LED) on the Job Code button.

Entering a job code
To enter a job code, do the following:
1. To enter a job code click on the Allocate job code button
.
Adding an attachment
To add an attachment to a document, do the following:
1. Click on the Add attachment button .
2. Click on the Browse.... button. The Select file window is displayed.
3. Click on the Browse button, select the required file from the
relevant folder, then click on the Open button. You are returned to
the previous window. The file and path have been inserted.
4. Click on the Paste button. The file name and size of the attachment
you have added are displayed in brackets at the bottom of the
document area.

158 • Customer service: E-mail module Using IP Office Contact Center User Interface
Configuring transmission options
You can configure transmission options for all outgoing documents (new
documents, replies, forwarded documents).
Settings
To configure the transmission options, do the following.
1. Click on the Transmission options button: A window
appears.
2. Configure the settings as described below: General, Transmission
time and (if you are sending a fax) the Fax options.
Applying the options
To apply the options, do the following:
1. To save the options, click on the Accept button.
2. As with changes to the body or header of an email, changes to the
transmission options cause a dialog box to be displayed when you
close the document asking whether the changes are to be saved.
Transmission options that were set and then saved when the
document was closed can be viewed again and, where appropriate,
changed when you work on the document again.
Discarding the changes
To discard the changes, do the following:
1. To discard the settings, click on the Cancel button.
Options: General
You can set the following general transmission options.
What can you set? Explanation
Cost center Enter your cost center in this field.
Transmission priority Select one of the following values from the list box:
• Low
• Normal
• High
Default: Normal
Acknowledgement of
receipt
When you select this option, you will receive an
acknowledgement receipt when the recipient opens
the email.


Using IP Office Contact Center User Interface Customer service: E-mail module • 159
Options: Transmission time
You can configure the following transmission time options.
What can you set? Explanation
Immediate Select this option to have the document sent
immediately.
Time Select this option to have the document sent at a
specified time.
Default: Current date and time
To change the date, click on the ... button then click
on the required date in the calendar.
To set the time, type the values into the relevant field.
Options: Fax options
You can configure the following fax options.
What can you set? Explanation
Sender ID You can enter a sender ID here.
Example: +49 69 5000 123
+49 is the country code (Germany)
69 is the local code (in the example given, the 0 is
omitted in the international format)
5000 is the office number (access number)
123 is the agent's extension.
• If you leave this field blank and you have a
fax extension, the sender ID is composed
from the office number and your fax
extension. If you are not sure whether you
have a fax extension, ask your system
administrator.
• If you leave this field blank and you have
not been given a fax extension, a pre-set
default fax number is automatically inserted.
Ask your system administrator.
Cover sheet Select a cover sheet for the fax from the list box.
Letterhead Choose the letterhead template for the first page of
the fax from the list box.
Following pages Choose the letterhead template for the continuation
pages of the fax from the list box.



160 • Customer service: E-mail module Using IP Office Contact Center User Interface
Holding and resubmitting a document
To put a document on hold, do the following:
1. In the action bar in the mail view area, click on the Hold button
.
2. Enter the date and time at which the document is to be resubmitted.
3. Enter any text you want in the Note field.
4. Click on Hold. The document is moved to the Deferred mailbox
folder and is kept there until the specified date and time. It is then
placed in the Inbox folder and marked with the Re-submission
document status icon . The Note icon is displayed in the
second column. When you open the document, you can click on the
icon to read the note.
Saving a document temporaril y
To save a document temporarily, do the following:
1. Click on the Save document button . .
2. The document is saved to the Drafts mailbox folder.
Repeating a failed transmission
Prerequisite
You can only repeat a transmission if the original transmission was ended by an
error (e.g. a fax transmission failing because the receiving device was busy).
Repeating the transmission
To repeat the transmission, do the following:
1. In the Outbox or Sent folder, right-click the document that failed
to be transmitted due to an error (e.g. a failed fax transmission). A
pop-up menu opens.
2. Select show send state.
3. Select the document.
4. Click on the Repeat button .
The transmission job is repeated.

Using IP Office Contact Center User Interface Customer service: E-mail module • 161
Resending a document
You can resend a document at any time. To resend a document, do the
following:
1. Right-click the document. A pop-up menu opens .
2. Select Show send state.
3. Select the document.
4. Click on the Re-send document button .
The document is displayed in edit mode.
5. You can edit the document and, if applicable, enter a new subject
or a new address.
6. Click on the Send button.
The document is resent.
Printing a document
You can print the document on your desktop printer.
Prerequisite
You need to have the relevant privilege.
For further information please refer to: What are privileges?
Print
To print a document, do the following:
1. Click on Print . A print view is displayed.
2. Proceed in the normal way.
3. To close the print view, click on OK.

162 • Customer service: E-mail module Using IP Office Contact Center User Interface
Editing attachments
You can attach additional information to a document.
Attachments are displayed in an offset area at the bottom of the view. For each
attachment, the file name and size in bytes is displayed.
You can display attachments to both incoming and outgoing documents either
via a pop-up menu or with a simple click.
The attachment can be opened directly if the mime type of the attachment is
known or if an appropriate application for the mime type is registered.
If the type is unknown, you can download the attachment.
You can only view an attachment if you activate the document.
Options
You can use the following functions for an attachment:
• Open (known type)
• Download (all types)
• Play back (telephone number) via telephone (WAV files only)
• Uninstalling components
Playback via telephone
If you have the correct setup, you can listen to a WAV file over your telephone.
Open, download, Play back, Remove
Proceed as follows to edit an attachment:
1. Right-click the attachment. A pop-up menu opens.
2. Select a function.


Using IP Office Contact Center User Interface Customer service: E-mail module • 163
Viewing processes and transmission status
You can view the processes for a document and see the transmission status in the
Outbox and Sent folders.
Displayi ng the processes
You can display the processes associated with a document. Proceed as follows:
1. Right-click a document. A pop-up menu opens.
2. Select Show related documents. The associated processes are
displayed.
Available actions
You can perform the following actions if necessary:
• Stop
• Repeat
• Resend
• Delete selection
Displayi ng a transmission status
You can view the transmission status of a document in the Outbox and Sent
folders. Proceed as follows:
1. Right-click a document. A pop-up menu opens.
2. Select Show send state. The transmission status of a document is
displayed.
Available actions
You can perform the following actions if necessary:
• Stop
• Repeat
• Resend
• Delete selection

164 • Customer service: E-mail module Using IP Office Contact Center User Interface
Using the spell checker
When you have written a message, you can check the Subject line and the body
for spelling errors.
You can select a language. Entries not included in the dictionary are highlighted.
A replacement is suggested. You can ignore individual suggestions or all
suggestions. You can change individual entries or all entries.
How is an entry identified if it is not in the
dictionary?
Entries that are not found in the dictionary are underlined in red. The red
underline appears as follows:


Using IP Office Contact Center User Interface Customer service: E-mail module • 165
Performing a spell check
To perform a spell check on a text or subject line, do the following;
1. Click (spell check). The Spell Check dialog opens. The
language you selected for the user interface is used as the default
language.
2. The message text is displayed. The first entry not found in the
dictionary is underlined in red . You cannot change the text
while the entire text is displayed.
3. To make changes to the text, either select a word suggestion from
the list box or enter a new word in the Change To box.
4. Click Change to apply the change.
5. If you do not want to change the text, click Ignore.
6. The next entry not found in the dictionary is highlighted.
7. When you have finished making changes, click Apply. The
message text will be changed accordingly.
Functions and settings for the spell check
Settings
The following settings are used for the spell check.

Setting Explanation
Language You can select a language for the dictionary to be used.
Not in dictionary Shows a word that is not in the dictionary.
Change to Shows the modified text. You can edit this text as you wish.
List box Displays suggestions from the dictionary.



166 • Customer service: E-mail module Using IP Office Contact Center User Interface
Functions (buttons)
The following settings can be performed during the spell check.

Function Explanation
Ignore The word is ignored.
Ignore All All instances of this word are ignored.
Change The word is changed as specified in the Change To field.
Change All Changes all instances of this word.
Add word
You accept the word signaled as incorrect and add the word
to the company dictionary for the selected language. In the
future, this word will no longer be identified as an error.
If you have the correct privilege, you can view and modify
the company dictionary.
Applyi Applies the changes in the message.
Close
Ends the spell check. You are asked whether you want to
discard the changes.


Using IP Office Contact Center User Interface Customer service: E-mail module • 167
Working with text blocks
For ease of creation and a uniform appearance you can use text blocks to create
your messages. The text blocks could also contain, for example, templates for
opening salutations and a closing phrase.
Text blocks can contain placeholders. A placeholder is a kind of variable. A
placeholder is normally substituted by your system automatically. Where
necessary, your system administrator can use a placeholder to insert extra
information into the message.
Prerequisite
To use text blocks you need the Use text blocks privilege.
For further information please refer to: What are privileges?
The text blocks are normally created and maintained by your system
administrator.
Consider
Changed text blocks are only visible and usable after renewed logging in.
Structure of the text block view
When you are editing a message, an additional window is displayed on the right-
hand side of the screen containing the available text blocks.
Restricting the text block view
To restrict the text block view you can use the following list boxes. This has the
effect of displaying only the corresponding text blocks.
• Languages
• Topics
Structure
Your system administrator determines the structure of the text blocks. They are
displayed in a kind of tree structure.
The following table shows the icons used and explains their meanings.
Icon Explanation

Indicates that the folder contains one or more text blocks or
subfolders. To display the contents of the folder, click on .

Displays the opened folder. To close the folder, click on .

A folder may contain further subfolders.

Textblock


168 • Customer service: E-mail module Using IP Office Contact Center User Interface
Showing and hiding
You can show or hide the text block view. Proceed as follows:
1. To hide the text block view, click on .
2. To show the text block view, click on .
Inserting a text block
Inserting
You are editing a message and would like to insert a text block. Proceed as
follows:
1. You are editing a message. Select the text block. A preview is
displayed.
2. Double-click on the text block
or
Click on Paste.
The text block is inserted.
3. You can continue to process the message and send it as normal.
Expanding an unknown placeholder
Placeholders are normally substituted by the system. Unknown placeholders are
displayed in red with a black edge.
Example:

Place holder

Where a placeholder is unknown, you need to insert the relevant piece of
information before the message is sent. Proceed as follows:
1. You have edited a message and inserted a text block. The text
block contains unknown placeholders.
2. When you attempt to send the message the Replace unknown
placeholders dialog box is displayed.
3. Enter the information.
4. Click OK. The message is sent.


Using IP Office Contact Center User Interface Customer service: E-mail module • 169
Tips and tricks
This topic contains additional notes, tips and tricks.
Right mouse button (pop-up menu)
You can also use the right mouse button to access functions in the folders.
Functions
The following functions are available depending on the privileges you possess
and the status of the document.
• Activate
• Reply
• Forward
• Delegate
• Delete
• Hold
• J ob code
• Display transmission status
• Properties
Opening a pop-up menu
To access a function, do the following.
1. Click on a message with the right-hand mouse button. A pop-up
menu opens.
2. Select the command you require.

170 • Customer service: E-mail module Using IP Office Contact Center User Interface
What are privileges?
Privileges are used to control which applications of the IP Office Contact Center
system an agent can use and which actions the agent can execute within the
applications.
Privileges for E-Mail
The following privileges are available for you as a user of the E-mail module.
Note that these privileges determine whether or not you can use individual
functions.
Privilege Meaning
UMR administator If you possess this privilege, you can use
the following functions:
Email configuration
Address book administration
The relevant icons will appear under
Administration in the task bar.
Text block administration If you possess this privilege, you can use
the text block administration module.
For details of how to performthis role, see
the relevant topics in the online help or the
manual.
UMR supervisor If you possess this privilege you can work
as a supervisor. As a supervisor you can
use the following functions.
In the Overview folder
- Delete document
- Delegate document to agents
- Delegate document to topics
In the Deleted folder
- Delegate document to topic
Use text blocks If you possess this privilege, you can use
text blocks in documents. The text blocks
are set up using the text block
administration module.
Place emails on hold If you possess this privilege you can put
documents on hold. These documents will
then be found in the Deferred folder.
Print emails If you possess this privilege you can print
documents.
View agent queue With this privilege, an agent can view the
queue of emails pending for his or her
authorized topics. The agent can select
emails fromthis queue.
Delete emails With this privilege, agents can delete
active emails. Once deleted, these emails
cannot be retrieved.
Automatic login With this privilege, you are automatically
logged into the agent group configured for
you.
View extended archive With this privilege, agents can display
mailboxes of deleted agents or topics in
the Archive folder.
Reply as agent With this privilege, an agent can choose
whether to reply as a topic or an agent.
The corresponding email address is then
used as the sender.

Using IP Office Contact Center User Interface Customer service: E-mail module • 171

Who configures privileges?
Normally your system administrator will set up your privileges. Privileges are
set in the Configuration module.

Tracking messages
By issuing so-called ticket IDs you can track the events associated with a
message.
What is a ticket ID?
When a new message arrives in a topic, a number (the ticket-ID) can be
automatically assigned to it. Ticket-IDs are used to logically connect several
customer requests and queries relating to the same transaction.
The ticket-ID is written to the following fields.
• Subject of email (as additional string)
• Additional attributes of email (as string)
• Tag CCK_TicketID (as string)
Who sets up ticket IDs?
Your system administrator normally sets the Automatically issue ticket IDs
option for the topics using the Configuration application.
How can you view a ticket ID?
To view the ticket ID look in the Properties of a message.

172 • Customer service: E-mail module Using IP Office Contact Center User Interface
Viewing the properties of a message
Every message in the system has certain properties. Normally you do not need to
know about them.
Viewing
To view the properties of a message, do the following:
1. Right-click the message. A pop-up menu opens.
2. Select Properties. The properties of the message are displayed.
Displayed properties
The following properties are displayed:
• Document ID
• Folders
• Write-protection
• Mailbox
• Replied
• Forwarded
• Automatic reply
• Task status
• Original topic
• Current topic
• Attributes

Using IP Office Contact Center User Interface Customer service: Chat module • 173
Customer service: Chat module
Chat module: Introduction
Chat means an electronic communication in real time.
You can edit chat requests with the module chat in the system IP Office Contact
Center.
Structure
The chat module is divided into the following three areas. The height of each
area you can set. If necessary, a scroll bar.
• List view
• Chat progress
• Chat input
Icon in the taskbar
In the taskbar shows the following icon for the chat module.

Icons in the tool bar
In the toolbar you can click the icon (chat), then to work as a chat agent.The
icon also shows if pending new chat requests. The button also flashes.
One new chat request.
Two new chat requests.
Three ore more new chat requests.

174 • Customer service: Chat module Using IP Office Contact Center User Interface
List view
The list view shows the chat requests in a list. The list shows for each chat
request the following information.

Column Information Explanation
Status New Shows a new chat request.
Status Read Indicates that the chat request is read. The
chat progress shows the text of the chat
request.
Status Active Shows the active chat request. The chat
progress shows the text of the chat request.
!
New request

Shows a new message of a chat request.
The chat request is not active.
!
New request

Shows that the participant is typing.
!

Shows that the participant has ended the
chat request.
Topic - Shows the IP Office Contact Center topic
for the chat request. The participant has
chosen this topic.
Participant - Shows the name of the chat participant. If
the chat participant starts an anonymous
chat request, the name can consist of letters
and numbers.
Participant
address
- Shows the J abber Identifier of the
participant.
Started - Shows the start time of the chat request
Text - Shows the first text of the chat request.
Customer name - Shows the customer name, if the customer
name is configured as customer.
Adjustable range
The height of the list view can be adjusted. You can hide the list view.
Columns
The columns can be set accordingly.

Using IP Office Contact Center User Interface Customer service: Chat module • 175
Chat progress
The chat progress shows in chronological order the chat progress. The chat
progress shows the following information.
Time
Name of the chat participant
Chat message
Adjustable range
The height of the chat progress can be adjusted. You can maximize the chat
progress.
Maximize chat progress
Print
You can print the chat progress.
Print chat progress
Chat input
In the chat input you can type a text to the active chat request. The following
functions are available.

Smilies
Not available.

Spell check
Not available.

Send
Send text. You can also use the key RETURN.

176 • Customer service: Chat module Using IP Office Contact Center User Interface
Work with the Chat module
You work in the IP Office Contact Center system as an agent. With the chat
module you can edit chat requests and use the usual functions in the call center
system. You can change any time to telephony or to email processing.
Prerequisite
To use chat, you must be configured as an chat agent.
The appropriate privileges and authorizations are needed.
Starting the chat module
To start the chat module proceed as follows.
2. Choose Chat from the munu Go to.
or
1. Click (Chat) in the task bar.
or
1. Click (Chat) in the tool bar.
Signing on to agent group for chat
To sign on to an agent group proceed as follows.
4. Click Select AG. The agent group selection dialog appears.
5. Mark the appropriate agent groups for Chat .
6. Click OK. You are signed on to the selected agent groups.
For more information see: Signing on to or out of from agent groups
Accepting a chat request
1. To accept a chat request, double click an entry in the list view.
2. The list view shows the state active.

Using IP Office Contact Center User Interface Customer service: Chat module • 177
Answering a chat request
Use the chat input to answer a chat request.
1. Enter the text.
2. You can insert smilies.
3. To send the text click (Send) or use the key RETURN.
Completing a chat request
1. To complete a chat request, click (Complete).
2. If a job code is required, then click on (job code) and select
the job code.
Inserting a smil y
Not available.
Check the spelling
Not available.
Pausing and exiting
For more information see: Starting, pausing and exiting the application.
Setting the columns
You can set the column order for the list view. You can specify the order and
which columns are displayed. The status column can not hide you.
1. To set the columns, select Columns under Chat.
2. Configure the columns.
3. To save your changes, click OK. The changes are applied. The
view is saved when you log out.
Printing the chat progress
Not available.
1. To print a chat progress click (Print).

178 • Customer service: Chat module Using IP Office Contact Center User Interface
Functions in the chat progress
In the chat progress you can mark and copy characters or words. You can print
the chat progress.
The context menu (right mouse button) shows the following functions.
Context menu Explanation
Select all Select the text.
Copy Copy the selected text to the clipboard.
Print Print the chat progress.
Print preview Show the preview.
Use of the keyboard
To use the module to chat, you can use the following keyboard shortcuts.
Shortcut Explanation
TAB Switches between list view, chat progress and chat
input.
Ctrl +TAB Switches between Requests and Archive.
Ctrl +T Activates the selected chat request.
Ctrl +O Set the focus tot he list view.
Ctrl +F Set the focus in the chat archive to the search filter.
Ctrl +Shift +A Opnes the menu for job code.
Ctrl +Shift +E End the chat request.


Using IP Office Contact Center User Interface Customer service: Chat module • 179
Overview of the buttons
The follwing table shows the buttons and their function.

Icon Name Function

Maximize Maximizes the chat progress.

Print Prints the chat progress.

Smilies Not available.

Spell check Not available

Send Sends the text.

Complete Completes the chat request.

J ob code Enter a job code.

Required J ob
code
Enter a required job code.

Archive Folder archive

Search Searches in chat archive.

Reset Resets search criterias.


180 • Customer service: Chat module Using IP Office Contact Center User Interface
Use the chat archi ve
All chat request can be stored in a chat archive.
Prerequisites
The appropriate privileges and authorizations are needed.
The chat archive in the IP Office Contact Center system has to be installed and
configured.
Search in the chat archive
You can search for an entry in the chat archive.
You can limit a search using the following criteria.
Date from to
• Topic
• Agent
• Participant
SearchThe list view shows maximally 500 entries.
Search
1. To find a chat request, select the appropriate criteria.
2. Click (Search).
Reset
1. To reset the search criteria, click on (reset).


Using IP Office Contact Center User Interface Supervision: Realtime information module • 181
Supervision: Realtime
information module
What is Realtime information?
Realtime information is a module in the IP Office Contact Center system.
You use configured realtime information to provide realtime information on the
status of the IP Office Contact Center system.
What is realtime information?
Realtime information provides information about the status of objects in the IP
Office Contact Center system. Some object states can be monitored in real time,
others are updated periodically. These states are displayed alphanumerically,
graphically or in tabular form.
Features
You can use the following features with the Realtime information module.
• Configuration of realtime information
• Display of realtime information
• Creation, change and deletion of realtime information files
• Management, creation, change and deletion of folders and files
• Assignment of rights

182 • Supervision: Realtime information module Using IP Office Contact Center User Interface
For which objects can you monitor the status?
You can monitor the status of the following objects:
• Topic (structured according to task type)
• Agent (structured according to task type)
• Agent group (structured according to task type)
• Team (structured according to task type)
• PBX
• Voice unit
Icons on the task bar
Realtime information is represented on the task bar by the following icon.

Additional Realtime Information command
You can find information about the structure of the IP Office Contact Center
UI application in the topic: Structure of the IP Office Contact Center UI
application
You will also find the Realtime Information menu on the menu bar.
Realtime Information menu commands
The following table shows the commands and functions of the Realtime
Information menu.
Command Function
Close "Name of Realtime
Information"
Closes the current realtime information.
Realtime
Information 1
Realtime
Information 2
Realtime
Information 3
Displays the opened realtime information. The
current realtime information is identified with a
check mark.
Autostart The currently open realtime information will open
automatically the next time you sign on.
Profile autostart You can select a profile for which you want to
configure autostart realtime information. All open
realtime information with their current position
information is stored as autostart realtime
information for the autostart profile.
Save Window Positions Saves the current window position of separate
realtime information.


Using IP Office Contact Center User Interface Supervision: Realtime information module • 183
Views in Realtime Information
There are three different views in Realtime information.
View Function
File View Folders for the realtime information and associated
realtime information files are displayed in the File View.
You need the File View to begin editing the realtime
information files.
Inspector You create and edit realtime information in the Inspector
view.
Viewer You view realtime information in the Viewer view.
Default monitors
To start immediately after a new installation and a basic configuration default
monitors for an agent group and a topic are predefined.

184 • Supervision: Realtime information module Using IP Office Contact Center User Interface
View: File View
File View is divided into four areas: the title bar, the tool bar, the Folder area,
and the Realtime information files area.
Title bar
The title bar shows the realtime information File View.
Tool bar
Tool bar for realtime information File View
You will find the following icons in the Realtime information tool bar of File
View.

Icon Name Function

New folder Creates a new folder.

New realtime
information
Creates new realtime information.

Edit Toggles to edit mode (Inspector). The selected
realtime information file is edited in the Inspector
view.

Duplicate Copies a realtime information file.

Delete Deletes the selected realtime information file or
folder. It is also possible to delete several files at
once.

Full screen The selected realtime information file is displayed
as a full screen in the Viewer view.

Work area The selected realtime information file is displayed
in the Viewer view.

Separate
realtime
information
The selected realtime information file is displayed
in a separate window in the Viewer view.


Using IP Office Contact Center User Interface Supervision: Realtime information module • 185
Folders
This area shows the folders for the realtime information in a tree structure. You
can use these folders for a clear layout and arrangement according to topic. You
can create private or public folders. Only you can use private folders. All users
with the respective privileges can use public folders.
Realtime information files
The realtime information files table shows the realtime information of a selected
folder. The table shows the name and type of realtime information. Type
indicates whether a realtime information file is private or public. Only you can
use private realtime information. All users with the respective privileges can use
public realtime information. The default Home and Firstscreen realtime
information cannot be changed. In order to edit realtime information, the screens
have to be copied first.
Icons in the Fil e View
The following icons are used in the Folder and Realtime information files area.
Icon Explanation

Shows a public folder.

Shows a private folder.

Shows public realtime information.

Shows private realtime information.

Shows a home realtime information.

Shows a default home realtime information.

Shows a Telephony realtime information.

Shows a default Telephony realtime information.
Pop-up menus in the File View
You can right-click in the Folder and Realtime information files area to open a
pop-up menu. Note that you can only use certain commands in the pop-up menu,
depending on what is selected. Unavailable commands appear in gray.
Pop-up menu: Folders
The following table shows the commands of the pop-up menu in the Folder area.
Command Function
New Folder (public) Creates a new public folder.
New Folder (private) Creates a new private folder.
New File (public) Creates new public realtime information.
New File (private) Creates new private realtime information.
Add Pastes one or more copied or cut realtime
information files in the selected folder.
Delete Deletes the selected folder.
Rename You can rename the selected folder.
Private You can convert a public folder to a private folder
and vice versa. This conversion can also affect
subfolders and realtime information contained in
the folder. You are prompted.

186 • Supervision: Realtime information module Using IP Office Contact Center User Interface
Command Function
Refresh Refreshes the full view.


Using IP Office Contact Center User Interface Supervision: Realtime information module • 187
Pop-up menu: Realtime i nformation files
The following table shows the commands of the pop-up menu in the Realtime
information file area.
Command Function
Open In Work Area Opens the selected realtime information in the
work area.
Open Full View Opens the selected realtime information in the full
view.
Open In new window Opens the selected realtime information in a
separate window.
Edit Returns to the Inspector view.
New File (public) Creates new public realtime information. You can
name this realtime information.
New File (private) Creates new private realtime information. You can
name this realtime information.
Cut One or more selected realtime information files are
cut and can be pasted in another folder.
Copy One or more selected realtime information files are
copied and can be pasted in another folder or in the
same folder.
Paste Pastes copied realtime information.
Delete Deletes one or more selected realtime information
files. You are prompted.
Rename Renames the selected realtime information.
Duplicate Copies the selected realtime information in the
same folder. You must rename the realtime
information.
Private You can convert public realtime information to
private realtime information or vice versa.
Refresh Refreshes the contents of the selected folder.


188 • Supervision: Realtime information module Using IP Office Contact Center User Interface
View: Viewer
The configured realtime information is displayed in the Viewer view. Viewer
View is divided into three areas: the title bar, the tool bar, and the Realtime
information files area.
Title bar
The title bar displays Viewer "name".
Tool bar
You will find the following icons on the Viewer tool bar.
Icon Name Function

Realtime
information files
Toggles to file view.

Edit Toggles to edit mode.

Full screen Toggles to full screen display.
Viewer View
The Viewer displays the configured realtime information of the realtime
information file. You cannot edit the realtime information in this view.
Edit
1. To edit realtime information, click Edit.
2. You go to Inspector view.

Using IP Office Contact Center User Interface Supervision: Realtime information module • 189
View: Inspector
Like File View, Inspector view is divided into four areas: the title bar, the tool
bar, the Elements area, and the Realtime information area.
Title bar
The title bar shows Inspector and the name of the realtime information. You can
configure, change, and delete realtime information elements in the Inspector.
Tool bar
You will find the following icons on the Realtime information tool bar of
Inspector view.
Icon Name Function

Save Saves the realtime information data.

Cancel Cancels the current process. The data is not
saved.

Properties Shows the properties of the realtime
information.

Realtime
information files
Toggles to the File View.

Full screen Toggles to full screen display.

Work area Toggles to the work area.

------------------ Select mode is activated.

------------------ Draw mode is activated and you can draw a
rectangle.

------------------ Draw mode is activated and you can draw a line.



190 • Supervision: Realtime information module Using IP Office Contact Center User Interface
Realtime information
You create the realtime information in the Realtime information area of the
Inspector view. You use realtime information elements to do so. You drag and
drop the elements to create realtime information. You must also enter the
settings of the realtime information elements.
Pop-up menu
In the Realtime information area, you right-click to use the pop-up menu. Right-
click the realtime information. The pop-up menu shows the following
commands.
Command Function
Mark all (Ctrl+A) Mark all elements.
Copy (Ctrl+C) Copy the selected element. Save the elemts before
copying. If the elements are not saved, then this
can lead errors when copying.
Insert (Ctrl-V) Insert the selected element. It can occur
overlapping elements when inserting.
Delete (Del) Deletes the selected element.
Settings Opens the settings of the selected element.


Using IP Office Contact Center User Interface Supervision: Realtime information module • 191
Structure of realtime information
Basic structure
Realtime information can consist of several realtime information sheets.
Changing realtime information properties
Proceed as follows to edit realtime information properties.
1. Select a realtime information sheet.
2. Click Properties or right-click a realtime information sheet and
select Properties.
3. Change the options.
4. Click OK to save the changes.
Properties
You can set the following properties.
Tab Property Explanation
Realtime
information
file
Name You can change the name of the
realtime information.
Type of default
• None
• Topic
• Agent group
• Agent
• Team
• PBX
• Voice unit
You can select a type of default.
Size of the work area You can configure the size of the
work area between 180 and 3,000
points.
Realtime
information
sheet
Realtime information sheet You can change the name of the
realtime information sheet.
You can change the order of the
realtime information sheets with drag
& drop.
Grid You can use a Select operation to
show or hide a grid and define its
size.
Presentation Font You can change the labeling. See also
the topic: Font presentation.
Line You can change the drawing settings.
See also the topic: Changing color,
line type, and line width.
Background You can change the background. See
also the topic: Presentation of the
background.

192 • Supervision: Realtime information module Using IP Office Contact Center User Interface
Size of the work area
You can configure the size of the work area for realtime information in the
realtime information properties.
In order for the realtime information in full-screen view to fit your monitor
exactly, you must change the size of the work area in the properties of the
realtime information to fit the resolution of your monitor. In this case, a scroll
bar will not be visible.
Default type
If you want to create a realtime information sheet for a certain type of object
(agent group), you must select the correct type of default in the realtime
information sheet properties. If, for example, you select agent groups as the type
of default, you can create only realtime information elements for agent groups on
this realtime information sheet.
You can then configure a realtime information element, such as agent status for
AG (grid). If in the properties you select <Default>as the agent group, no agent
group is displayed in Inspector view. Specifying <Default>defines that an agent
group is displayed in the realtime information element.
If you go to Viewer view, you must select an agent group.
Realtime information sheet
Each realtime information sheet has a tab. Right-click the realtime information
sheet. You can now add or delete realtime information sheets.
The following functions can be used to monitor leaves. Click the right mouse
button on a monitor sheet.
• Add realtime information sheet
• Copy realtime information sheet
• Insert realtime information sheet
• Delete realtime information sheet
You can change the order of the realtime information sheets with drag & drop.


Using IP Office Contact Center User Interface Supervision: Realtime information module • 193
Realtime information elements
To configure realtime information windows, you need realtime information
elements. Realtime information elements are displayed in Inspector view. You
customize a realtime information window with Drag&Drop. You can edit the
settings of a Realtime information element.
Which realtime information elements are
available?
You can use the following realtime information elements with the Realtime
information module.
Realtime
information
Element

Text element


Label


Value element


Maximumwait time (topics) [Telephony]


Maximumwait time (topics) [E-mail]


Hyperlink (text)


E-mail to contact


Out of office notice


Variable (name and value)


Variable (window display)


Tag (inline display)


Tag (window display)

Lists


Agent status list (AG) [Telephony]


Agent status list (AG) [E-mail]


Agent status list (team) [Telephony]


Agent status list (team) [E-mail]


Queue [Telephony]


Waiting e-mails [E-mail]


Number of conversations (AG) (topic)


Number of opened e-mails (AG) (topic)


Skill combination


Abandoned call list [Telephony]

Tables


Agent group table


Dialer table


Line table


Topic table


PBX table


Voice unit table

Graphics elements

194 • Supervision: Realtime information module Using IP Office Contact Center User Interface
Realtime
information
Element


Image


Group


Bar chart


Maximumwait time (topics) [Telephony]


Maximumwait time (topics) [E-mail]


Queue (topics) [Telephony]


Waiting e-mails (topics) [E-mail]


Individual status (LED)


Individual status (parser)


Pie chart


Agent status (AG)


Agent status (team)


Telephone status




Active agents (AG)


TSF (Topic)


TSF (Team)


Acceptance level


Acceptance level per shift


Network overflows [Telephony]

Other elements


Remote functions


Agent history


Internet browser


Supervisor Assistance


Supervisor Emergency
Displayi ng or hiding realtime information
elements
The available realtime information elements are arranged in a tree structure. You
can show or hide realtime information elements within the tree. Proceed as
follows:
1. To display subordinate Realtime information elements, click plus .
2. To hide a level click minus .

Using IP Office Contact Center User Interface Supervision: Realtime information module • 195
Configuring the settings of a realtime information
element
You can configure different settings for realtime information elements.
Settings of a realtime information element
Open the settings of a realtime information element.
1. Select the realtime information element in the Inspector view.
2. Right-click the realtime information element. A pop-up menu opens.
3. Select Settings.
4. You can now configure the different settings.
Configuring the size of a realtime information
element
You can customize the size of a many realtime information elements.
Proceed as follows to adjust the size.
1. Click the border of a realtime information element.
2. Keep the mouse button pressed and drag the border of the element to its
desired position. Please note that you cannot change the size of all
realtime information elements.
Font presentation
You can select the font presentation on the Presentation tab. The selected icons
appear in blue, e.g., . The table below lists the presentation options.
Presentation/Icon Explanation
Font You can select one of the Windows fonts.

A font size of between 8- and 72-point can be
configured.

Changes the font color.

Formats selected text in boldface.

Formats selected text in italics.

Underlines selected text.

Left-justifies selected text.

Centers selected text.

Right-justifies selected text.

196 • Supervision: Realtime information module Using IP Office Contact Center User Interface
Presentation of the background
For some realtime information elements, you can also select the background
color of the realtime information. When you click the color icon , the Select
colors dialog opens. You can select the desired color.
When you select the Show borders option, the realtime information element is
displayed with a border in Viewer view.
You can also select a figure or image as the background for certain realtime
information elements.
Color selection
You can select a color from a palette for the following settings.
• Labeling (text color)
• Line color
• Background color
Palette
The following schematic illustration shows the color palette. You can select a
color from the palette. The highlighted square indicates the selected color.

Hiding the title
You can hide the title of some realtime information elements. This might come
in handy if you need to save space.
Proceed as follows to show or hide the title of a realtime information element.
1. Right-click the realtime information element. A pop-up menu opens.
2. Select Settings. The settings of the realtime information element are
displayed.
3. Select Hide title.
4. Click OK to save your settings.

Using IP Office Contact Center User Interface Supervision: Realtime information module • 197
Hiding the total
In certain realtime information elements, you can hide the total line, for example,
if you only need the details.
Proceed as follows to hide the total line.
1. Right-click the realtime information element. A pop-up menu opens.
2. Select Settings. The settingsof the realtime information element are
displayed.
3. Select Hide total.
4. Click OK to save your settings.
Configuring the column arrangement
You can customize the column arrangement of tables. The realtime information
element shows the information from the list of visible information.
Proceed as follows to adjust the arrangement of columns.
1. Right-click the realtime information element and select Settings in the
pop-up menu. The <Name of realtime information element>dialog
opens.
2. The list on the left shows the information displayed in the realtime
information element. The list on the right shows the available
information.
3. To add information, click the Right arrow button .
4. Click the Left arrow button to remove information.
5. Click Up or Down to move information up or down.
6. Click OK to save your settings.

198 • Supervision: Realtime information module Using IP Office Contact Center User Interface
Configuring the number of columns
You can have the number of columns be controlled automatically for some
realtime information elements, or you define a set number of columns.
Proceed as follows to configure the number of columns.
1. Right-click the realtime information element and select Settings in the
pop-up menu. The <Name of realtime information element>dialog
opens.
2. Select an option for Number of columns.
3. Click OK to save your settings.
Options
You can choose from the following options.
Option Explanation
Automatic When you select this option, the number of columns
is displayed automatically.
n columns When you select this option, the number of columns
is displayed according to the specified value n.
Display information onl y for authorized
Information of a realtime information can be displayed only if the agent have the
appropriate authorization.

Using IP Office Contact Center User Interface Supervision: Realtime information module • 199
Configuring display range, limit values and
colors for bar charts
A value is represented by a bar in a realtime information element of the type bar
chart.
Icon
The icon is used for a bar chart realtime information element.
Display range thresholds
You can set minimum and maximum values for the display range. The value of
the realtime information element is displayed within these limits. You must enter
a whole number value. When entering a time, you must enter the value in
seconds, e.g., for 4 minutes, you must enter 240 seconds.
Limit values
In order to react to excessive values quickly, you can enter a value for warning
and one for alarm.
• Once the value has exceeded the warning threshold, the bar
changes to the yellow for warning.
• Once the value has exceeded the alarm threshold, the bar changes
to red for alarm.
An alarm (red) overlays the warning status (yellow).
You must enter a whole number value. When entering a time, you must enter the
value in seconds, e.g., for 4 minutes, you must enter 240 seconds.
Colors
The default settings are green or blue for OK, yellow for warning and red for
alarm.
Presentation
You can configure various options for the labeling. You can configure a color for
the background.
Settings
1. Select Settings in the pop-up menu of the realtime information element.
The Realtime information configuration dialog opens.
2. Adjust the limit values (thresholds).
3. Configure the presentation settings.
4. Select options.
5. Click OK to save your settings.


200 • Supervision: Realtime information module Using IP Office Contact Center User Interface
Text elements
Realtime information with text elements show, for example, the alphanumeric
statuses of objects, references, or titles of areas.
Label
This realtime information element is a text element, for example, for titles or to
designate areas.
Properties of the presentation
The Label realtime information element has the following properties:
• The size can be adjusted.
• Text properties can be modified.
Exampl e
The following example shows a label.
Home View
Icon
The following icon is used for the Label realtime information element.

Value element
A specific value is shown in an alphanumeric display. The display shows an
abbreviation for the value and the value itself. The abbreviation contains the task
type in brackets: [T] stands for Telephony and [E] stands for E-mail.
Properties of the presentation
The Value element realtime information element has the following properties:
• The size can be adjusted.
• An object must be selected.
• The label (abbreviation) can be hidden.
• Text properties can be modified.
• The background color can be changed.
Exampl e
The following example shows the alphanumeric display of a state. The example
shows that 2 agents are currently available. The display is updated in real time.
Avail. Ag.[T]: 2
Icon
The following icon is used for the Value element realtime information element.


Using IP Office Contact Center User Interface Supervision: Realtime information module • 201
Maximum wait time for multiple topics
The value for the maximum wait time for multiple topics is displayed. The task
type is given in square brackets. [T] stands for Telephony and [E] stands for E-
mail.
Properties of the presentation
The Maximum wait time for several topics realtime information element has
the following properties.
• The size can be adjusted.
• One or more topics must be selected.
• The label (abbreviation) can be hidden.
• Text properties can be modified.
• The background color can be changed.
Exampl e
The following example shows the Maximum wait time for multiple topics.
TMax Wtime[T]: 0
Icon
The following icon is used for the Maximum wait time for several topics
realtime information element.

Hyperlink (text)
Multiple realtime information sheets can be linked with references. If a link
refers to another realtime information sheet and this sheet changes to alarm
status, this is signaled with flashing text.
Properties of the presentation
The Hyperlink realtime information element has the following properties:
• The size can be adjusted.
• Text properties can be modified.
• The background color can be changed.
• Enter the text to be displayed.
• Select a realtime information element, a file, a realtime information
sheet, or a URL as the link.
Exampl e
The following example shows a link to a realtime information element.
www.avaya.com
Icon
The following icon is used for the Hyperlink realtime information element.


202 • Supervision: Realtime information module Using IP Office Contact Center User Interface
E-mail to contact
The element E-mail to contact opens the modul E-mail and a new e-mail are
created in the edit mode. The fields To and Subject are automatically set with
tags. You can use this element to send, for example, during a conversation or in
the wrap-up time an e-mail to the caller. The e-mail address and subject are
configured with tags.
Properties of the presentation
The Out of office notice realtime information element has the following
properties:
• The size can be adjusted.
• Text properties can be modified.
• The background color can be changed.
• The border can be hidden.
• Tag for To
You can select a tag for the recipient. The content of the tag is
copied into the field To of the new e-mail.
• Tag for Subject:
You can select a tag for the subject. The content of the tag is copied
into the field Subject of the new e-mail.
Use the function
To use the function E-mail to contact with all the features, proceed as follows.
3. Create two tags in the configuration.
Example tags:
email_contact_subject
email_contact_to
Type: Custom
Data type: String
4. Optionally, you set the tags in an IVR script.
5. Create a task flow. In a logic, you create a corresponding Tasktag
operation.
6. Create the Firstscreen an appropriate monitor. You can also set the
monitor for an agent in a profile.
7. An agent can use the function.
Function in the customer history
In the customer history view the same function can be used via a context menu
(E-mail to create). The condition is that the customer has had an e-mail contact
and is configured as a customer.
Icon
The following icon is used for the E-mail to contact realtime information
element.



Using IP Office Contact Center User Interface Supervision: Realtime information module • 203
Out of office notice
You can create realtime information for an out of office notice for a selected
agent. You can enter a notice in this realtime information element in Display
mode. The input field comprises several lines and contains up to 254 characters.
This element can also be used in the agent's Home or Telephony area, for
example, to give the agent the option of entering an out of office notice in these
areas. If the supervisor also has the Out of office notice element for the agent in
his realtime information area, he can see the agent's out of office notice in this
area.
Only a logged in agent can enter an out of office notice.
Properties of the presentation
The Out of office notice realtime information element has the following
properties:
• The size can be adjusted.
• You can select an agent, <Default>or <Logged-in user>.
• The title can be hidden.
• Text properties can be modified.
• The background color can be changed.
• The border can be hidden.
Exit out of office notice
To change an out of office notice from other users, you need the following
privileges.
• Realtime information – Out of office notice
• Variables - Agents
Exampl e
The following example shows an out of office notice realtime information
element.

Elizabeth – Out of office notice
I am currently out of the office.

Icon
The following icon is used for the Out of office notice realtime information
element.

Variable
For a Variable element you can select a variable, configure a minimum and a
maximum value, hide the slide control, and start a marquee. You can choose
between two different presentations (with name and value or as a window
display).
Properties of the presentation
The Variable realtime information element has the following properties.
• The size can be adjusted.

204 • Supervision: Realtime information module Using IP Office Contact Center User Interface
• Text properties can be modified.
• The background color can be changed.
• The border can be hidden.
Variable sel ection
You must select a variable.

Using IP Office Contact Center User Interface Supervision: Realtime information module • 205
Edit capability
You can show or hide the slide control. If the slider is hidden, the realtime
information element shows only the numeric value.
Marquee
If the text is longer than the space available the text is automatically presented as
marquee. You can select the Display as marquee option.
Minimum and maximum values
You can specify a minimum and a maximum value for the variable. You can
change the variable in Display mode.
Hide slide
You can show or hide a horizontal slider. In the window display, you can also
configure a vertical slider. If the slider is hidden, the realtime information
element shows only the numeric value.
Settings
1. In edit mode, right-click the realtime information and select Settings.
The Tag configuration dialog appears.
2. Click the Select button and select a variable.
3. Enter the minimum and maximum values.
4. Select options.
5. Click OK to save your settings.
Changing a vari able in Di splay mode
You can use the Variable realtime information element in realtime information.
In Display mode, the variable is shown as a value. You can change this value
with the slider and save this change.
If a value is outside the valid range of values, a dialog opens telling you that the
entered value is invalid and that it is corrected.
Button Effect

You verify the specified value. The value can be used in the task
flow set, for example.

You cancel the specified value. The last value is shown again.

Prerequisites
To change a variable, the following prerequisites must be met.
• Minimum and maximum values must be set for the properties of
the realtime information element.
• If changing the variable is to affect the call distribution, the
variable must be used and evaluated in the active task flow set.

206 • Supervision: Realtime information module Using IP Office Contact Center User Interface
Exampl e
The following example shows a realtime information variable (name and value).

The following example shows a realtime information variable (window display).

Icon
The following icon is used for the Variable realtime information element.


Using IP Office Contact Center User Interface Supervision: Realtime information module • 207
Tag (inline display)
As an agent, you can display all tags of received calls.
What are tags?
A tag can be seen as an informational unit that is attached to a call. This means
that a tag “accompanies” a call even if, for example, you forward the call. Tag
information consists of values or texts. The distribution can query the
information of a tag and take it into account. You can display and edit the value
of a tag with the Tag element.
There are system tags and user-defined tags in the IP Office Contact Center
system. The system Tags are prepared in the IP Office Contact Center system
and are always attached to a call.
Properties of the presentation
The Tag realtime information element has the following properties:
• The size can be adjusted.
• A tag must be selected.
• You can change the display name.
• You can choose whether a value can be edited.
• Text properties can be modified.
• The background color can be changed.
• The border can be hidden.
Tag example (inline displ ay)
The following example shows a Tag realtime information element (inline
display).


Icon
The following icons are used for the Tag realtime information elements.
Tag (inline display)

208 • Supervision: Realtime information module Using IP Office Contact Center User Interface
Tag (window display)
As an agent, you can display all tags of received calls.
What are tags?
A tag can be seen as an informational unit that is attached to a call. This means
that a tag “accompanies” a call even if, for example, you forward the call. Tag
information consists of values or texts. The distribution can query the
information of a tag and take it into account. You can display and edit the value
of a tag with the Tag element.
There are system tags and user-defined tags in the IP Office Contact Center
system. The system Tags are prepared in the IP Office Contact Center system
and are always attached to a call.
Properties of the presentation
The Tag realtime information element has the following properties:
• The size can be adjusted.
• A tag must be selected.
• You can change the display name.
• You can choose whether a value can be edited.
• Text properties can be modified.
• The background color can be changed.
• The border can be hidden.
Tag example (window display)
The following example shows a Tag realtime information element (window
display).

Icon
The following icons are used for the Tag realtime information elements.
Tag (window display)


Using IP Office Contact Center User Interface Supervision: Realtime information module • 209
Lists
A table usually shows states and values for an object, e.g. agents, in rows and
columns. You configure the columns with the properties of the realtime
information. In addition, you can hide the headings for tables, if necessary. The
heading of a table shows the name of the object and the name of the realtime
information. The task type is given in square brackets in the name of the realtime
information: [T] stands for Telephony and [E] stands for E-mail.
Agent status list
A table lists agents and information. You can configure an agent status list for an
agent group for telephony or e-mail and an agent status list for a team for
telephony or e-mail.
Properties of the presentation
The Agent status list realtime information element has the following properties.
• Realtime display.
• The size can be adjusted.
• You have to select an agent group or <Default>.
• You can hide the title.
• You can have information displayed to authorized users only,
• The display content (all agents or only present agents) must be
selected.
• You can customize the column arrangement.
• Text properties can be modified.
• The background color can be changed.
Visibl e agent columns
You can have the following information displayed:
Information Explanation
Name
Shows the agent’s name
Login state
Shows the agent’s login status. The following states are
indicated.
No display (the agent is not logged-in)
Pres. (the agent is logged-in)
ACD (the agent is signed-on to call distribution)
P (the agent is on a break)
W. state
Shows the agent’s work state. The following states are
indicated.
Avail (the agent is available)
Mjc (mandatory job code input)
Busy (busy, no ACD call)
ACD (ACD conversation)
ACW
TNo. Shows the physical number of the terminal.

210 • Supervision: Realtime information module Using IP Office Contact Center User Interface
Information Explanation
W. state dura Shows the current duration of the displayed state. For
example, shows e.g. how long an agent has been on the
phone with an ACD call.
Break code Shows the reason code for a break.
OutOfOrder Shows that the agent is no longer available
Reserve Shows the name of the agent the task is reserved for.
Visibl e task columns
You can have the following information displayed:
Information Explanation
Term state Shows the state of the terminal. The following states are
indicated.
Available (no call, available agent)
Off-hook (the handset is off-hook)
Call (call)
Conn (connection)
Hold (connection is on hold)
bTone (busy tone)
Fault (terminal fault)
int/ext Shows either int for an internal or ext for an external
connection.
Direction Shows either incom for an incoming or outg for an
outbound connection.
ACD Shows whether the call was distributed via call distribution
(ACD).
Topic Shows the topic the agent is currently working for.
AG Shows the agent group the agent is currently working for.
W. state dura. Shows the current duration of the displayed terminal state.
Sorting
Ascending or descending sorting is possible for any columns.
Sorting restrictions
Columns are organized in two groups. The first group shows properties and
states of displayed agents and contains exactly one row per agent.
The second group shows the processed task types per agent. Since an agent can
process several task types at the same time, the output can be more than one row
per agent.
You can only sort by columns of the first group since the different task types of
an agent could not be presented coherently otherwise.

Using IP Office Contact Center User Interface Supervision: Realtime information module • 211
Working in the displ ay range
You can open a selection box by right-clicking a line in the display range. You
can select the following options.
Option Explanation
Sign on to AG You can sign the agent on to an agent group (Telephony
and E-mail).
Sign out of AG You can sign the agent out of an agent group (Telephony
and E-Mail).
Login You can log the agent in on a telephone.
Logout You can log the agent out from a telephone.
Pick up You can pick up a call.
Out of Office You can enter an out-of-office notice in a dialog box.
Pause You can set an agent to pause. When a pause code is
required, then you can select a pause code in the sub-
menue.
End Pause You can end the pause of an agent.
Exampl e
The following example shows the tabular display of a state. When you configure
the realtime information you can select which information is to be included in
the table.
The table is updated in real time.

Switchboard - Agent status l ist for AG [Tel ephony]
Name Logi n
state
Task dur. A. state TNo.
Agent 1 00:00:00
Agent 2 Si-on 00:00:21 Available 4001
Agent 3 00:00:00
Agent 4 Si-on 00:01:12 Available 4013
Agent 5 Si-on 00:00:34 Available 4015
Agent 6 Pres. 00:00:59 Available 4014


Icon
The following icon is used for the Agent status list realtime information element.


212 • Supervision: Realtime information module Using IP Office Contact Center User Interface
Queue [Telephony]
Shows the calls in the queue of the selected topic.
You can display tags or information on calls in the realtime information element.
The tag display retains its value when it enters the queue and does not change
when the tags are updated dynamically (e.g., by tag operations in the task flow).
Properties of the presentation
The Calls in the queue [Telephony] realtime information element has the
following properties:
• Realtime display.
• The size can be adjusted.
• Text properties can be modified.
• The background color can be changed.
• You can hide the title.
• You have to select a topic or <Default>.
• You can customize the column arrangement.
Data
The following kinds of data can be displayed in a column.
Data Comment
No. Phone number of caller
Topic Dialed-in topic
Line Line number
TT Time in topic
Announcement Kind of connected announcement (none, interruptible, not
interruptible)
Announc. scripts Name of connected announcement
TCS Time in current state
reserv.for Name of agent this entry is reserved for.
Tag You can select one or more tags.
Exampl e
The following example shows a Queue [Telephony] realtime information
element.

Topic A - Calls in the queue [Telephony]
No. Topic Line TT
4711 Topic A 1 00:04
0007 Topic A 2 00:15
0815 Topic A 3 00:24

Icon
The following icon is used for the Queue [Telephony] realtime information
element.


Using IP Office Contact Center User Interface Supervision: Realtime information module • 213
Waiting e-mails [E-mail]
Shows the e-mails in the queue of the selected topic.
You can display tags or information on e-mails in the realtime information
element. The tag display retains its value when it enters the queue and does not
change when the tags are updated dynamically (e.g., by tag operations in the task
flow).
Properties of the presentation
The Waiting e-mails [E-mail] realtime information element has the following
properties.
• Realtime display.
• The size can be adjusted.
• You have to select a topic or <Default>.
• You can customize the column arrangement.
• You can hide the title.
• Text properties can be modified.
• The background color can be changed.
Data
The following kinds of data can be displayed in a column.
Data Comment
Address E-mail sender
Topic Addressed topic
Twait Wait time of e-mail
reserv.for Name of agent this entry is reserved for.
Tag You can select one or more tags.
Exampl e
The following example shows a Waiting e-mails [E-mail]realtime information
display.

Topic A - Waiting e-mails [E-mail]
Address Topic Twait
[email protected] Topic A 00:04
[email protected] Topic A 00:15
[email protected] Topic A 00:24

Icon
The following icon is used for the Queued e-mails [E-mail] realtime information
element.


214 • Supervision: Realtime information module Using IP Office Contact Center User Interface
Number of conversations (AG) (topic)
This realtime information element shows the number of established calls for the
selected topic broken down into agent groups. The names of the agent groups
with the respective numbers of calls are displayed in a table. The values are reset
at the end of the calculated period. You can display an additional total line.
Properties of the presentation
The Number of conversations (AG) (topic) realtime information element has
the following properties:
• Realtime display.
• The size can be adjusted.
• You have to select a topic or <Default>.
• You can hide the title.
• You can hide the total line.
• You can have information displayed to authorized users only,
• Text properties can be modified.
• The background color can be changed.
Information
The following information is shown in a table.
• AG (agent group)
• TEC (Number of established calls)
You can choose whether AG or TEC are displayed in the first column.
Exampl e
The following example shows realtime information for Number of
conversations per AG (topic).

Number of conversations per AG (Topic)
AG TEC
Switchboard 34
AG4 20
AG3 113

Icon
The following icon is used for the Number of conversations per AG (Topic)
realtime information element.


Using IP Office Contact Center User Interface Supervision: Realtime information module • 215
Number of opened e-mails per AG (topic)
This realtime information element shows the number of open e-mails for the
selected topic broken down into agent groups. The names of the agent groups
with the respective numbers of e-mails are listed in a table. The values are reset
at the end of the calculated period. You can display an additional total line.
Properties of the presentation
The Number of opened e-mails per AG (Topic) realtime information element
has the following properties.
• Realtime display.
• The size can be adjusted.
• You have to select a topic or <Default>.
• You can hide the title.
• You can hide the total line.
• You can have information displayed to authorized users only,
• Text properties can be modified.
• The background color can be changed.
Information
The following information is shown in a table.
• AG (agent group)
• totNaccE (number of open e-mails)
You can choose whether AG or totNaccE is displayed in the first column.
Exampl e
The following example shows realtime information for Number of opened e-
mails per AG (Topic).

Number of open e-mails per AG (Topic)
AG totNaccE
Switchboard 14
AG 1 10
AG 2 3

Icon
The following icon is used for the Number of opened e-mails per AG (Topic)
realtime information element.


216 • Supervision: Realtime information module Using IP Office Contact Center User Interface
Skill combination
This realtime information element shows the skill combinations.
Properties of the presentation
The Skill combination realtime information element has the following
properties.
• Realtime display.
• The size can be adjusted.
• You can hide the title.
• You can hide the total line.
• You can customize the column arrangement.
• Text properties can be modified.
• The background color can be changed.
Avail able information
You can display the following kinds of information with the skill combination.
Abbreviation Explanation
request. Number of requested combinations
Skill combination All skills of the combinations
reduc. Number of reduced combinations
new rout. Number of newly routed combinations
serv. Number of served combinations
overfl. Number of overflow combinations
n.serv. Number of unserved combinations
Exampl e
The following example shows Skill combination realtime information.

Skill combination
Skill combination Request. Reduc. New rout.
ABC 3 1 5
HELLO 2 1 2
NEW 9 4 3


Icon
The following icon is used for the Skill combination realtime information
element.


Using IP Office Contact Center User Interface Supervision: Realtime information module • 217
Abandoned Call list
This realtime information element displays the call list of the selected topic.
Properties of the presentation
The Call list for topic [Telephony] realtime information element has the
following properties.
• Realtime display.
• The size can be adjusted.
• You have to select a topic or <Default>.
• You can hide the title.
• You can hide the total line.
• You can customize the column arrangement.
• Text properties can be modified.
• The background color can be changed.
Avail able information
You can display the following kinds of information in the call list.
Abbreviation Explanation
No. Phone number of caller
SysAC Number of connections canceled by the system
ExtAC Number of connections canceled by external party
before answering
Date Date of the last call
Time Time of the last call
Number blocked No or Yes. Yes means Number is blocked for
callback. When an agent calls the subscriber or
having a conversation with him, then the entry is
blocked for a callback.
Name Name of caller
Functions
You can use the following functions in the call list.
Function Proceed as follows
Callback
Double click on an entry in the list.
Print
Click the right mouse button on the list.
Choose Print in the context menu. The entire list is
printed.
Remove
Click the right mouse button on an entry in the list.
Choose Remove in the context menu. The selected entry
is deleted.

Exampl e
The following example shows realtime information forAbandoned Call list.

218 • Supervision: Realtime information module Using IP Office Contact Center User Interface

Icon
The following icon is used for the Abandoned Call list. realtime information
element.


Using IP Office Contact Center User Interface Supervision: Realtime information module • 219
Tables
A table usually shows states and values for an object - for example, agents - in
rows and columns. You configure the columns with the properties of the realtime
information. In addition, you can hide the headings for tables, if necessary. The
heading of a table shows the name of the object and the name of the realtime
information. The task type is given in square brackets in the name of the realtime
information: [T] stands for Telephony and [E] stands for E-mail.
Agent group table
A table lists agent groups and information. You can configure different values.
You can find the values of agent groups in the topic: Agent group values
Properties of the presentation
The Agent group table realtime information element has the following
properties:
• Realtime display.
• The size can be adjusted.
• You can hide the title.
• You can hide the total line.
• You can hide the details.
• You can have information displayed to authorized users only,
• You must select one or more agent groups.
• You can customize the column arrangement.
• Text properties can be modified.
• The background color can be changed.
Exampl e
The following example shows an Agent group table realtime information
element.

Agent group table
Agent group Signon ag [T] Avail. ag [T] NAvail. [E] Nacc[E]
AG 1 4 2 0 0
AG 2 20 4 0 0
AG 3 1 0 0 0
Icon
The following icon is used for the Agent group table realtime information
element.


220 • Supervision: Realtime information module Using IP Office Contact Center User Interface
Dialer table
A table lists agent, topic, or campaign dialers and information. You can
configure different values. You can find the values of dialers in the topic: Dialer
values
Properties of the presentation
The Dialer table realtime information element has the following properties:
• Realtime display.
• The size can be adjusted.
• You can hide the title.
• You can hide the total line.
• You can hide the details.
• You can select agent, topic, or campaign dialers.
• You can customize the column arrangement.
• Text properties can be modified.
• The background color can be changed.
Exampl e
The following example shows a Dialer table realtime information element.

Dialer table
Campaign TJobs [T] ProCallJobs [T] TunprocJobs [T]
Agent 1 4 50% 0
AG 2 20 90% 0
AG 3 1 80% 0
Icon
The following icon is used for the Dialer table realtime information element.



Using IP Office Contact Center User Interface Supervision: Realtime information module • 221
Topic table
A table lists topics and information. You can configure different values. You can
find the values of topics in the topic: Topic values
Properties of the presentation
The Topic table realtime information element has the following properties:
• Realtime display.
• The size can be adjusted.
• You can hide the title.
• You can hide the total line.
• You can hide the details.
• You can have information displayed to authorized users only,
• The name or number can be displayed.
• You can select one or more topics.
• You can customize the column arrangement.
• Text properties can be modified.
• The background color can be changed.
Exampl e
The following example shows a Topic table realtime information element.

Topic table
Topic number CQu [T] Max. Wtime [T] Nwait [E]
Topic 1 0815 1 0:00:10 5
Topic 2 0816 0 0:00:00 1

Icon
The following icon is used for the Topic table realtime information element.


222 • Supervision: Realtime information module Using IP Office Contact Center User Interface
PBX table
A table lists the PBXs along with information. You can configure different
values. You can find the values of the PBXs in the topic: PBXs
Properties of the presentation
The PBX table realtime information element has the following properties:
• Realtime display.
• The size can be adjusted.
• You can hide the title.
• You can hide the total line.
• You can hide the details.
• You can select one or more PBXs.
• You can customize the column arrangement.
• Text properties can be modified.
• The background color can be changed.
Exampl e
The following example shows a PBX table realtime information element.

PBX table
PBX Act. call distribution [T] Act. B-channels [T]
Annex 1 external 1
Annex 2 internal 2

Icon
The following icon is used for the PBX table realtime information element.


Using IP Office Contact Center User Interface Supervision: Realtime information module • 223
IVR table
A table lists IVR and information. You can configure different values. You can
find the values of voice units in the topic: IVR
Properties of the presentation
The IVR table realtime information element has the following properties:
• Realtime display.
• The size can be adjusted.
• You can hide the title.
• You can hide the total line.
• You can hide the details.
• You can select one or more voice units.
• You can customize the column arrangement.
• Text properties can be modified.
• The background color can be changed.
Exampl e
The following example shows a IVR table realtime information element.

Voice unit table
Voice unit TbusyVUPorts [T]
VU 1 1


Icon
The following icon is used for the IVR table realtime information element.



224 • Supervision: Realtime information module Using IP Office Contact Center User Interface
Graphics elements
You can use graphic elements to customize realtime information.
Image
You can insert various graphics or images or the Image element.
The following formats are possible:
• *.bmp - Microsoft Windows Bitmap Format (BMP)
• *.jpg - J oint Photographic Expert Format (J PEG)
• *.gif - Graphics Interchange Format (GIF)
• *.png - Portable Network Graphics Format (PNG)
Properties of the presentation
The Image realtime information element has the following properties:
• The size can be adjusted.
• You can select a graphics file.
• The border can be hidden.
• A title can be chosen.
• You can use a reference (hyperlink). See also: Hyperlink realtime
information element
Exampl e
The following example shows an inserted image.

Icon
The following icon is used for the Image realtime information element.


Using IP Office Contact Center User Interface Supervision: Realtime information module • 225
Group
With the Group element, you can graphically combine multiple realtime
information elements.
Properties of the presentation
The Group realtime information element has the following properties:
• The size can be adjusted.
• You can hide the title.
• You can specify the title.
• Font properties can be modified.
• You can change the background color.
Exampl e
The following example shows a group.

Icon
The following icon is used for the Group realtime information element.


226 • Supervision: Realtime information module Using IP Office Contact Center User Interface
Bar chart
A bar chart visualizes a value with the help of a bar. The bar also shows the
value. If the value exceeds a certain limit value, the bar changes its color. The
bar turns yellow in the event of a warning. The bar turns red in the event of an
alarm. The threshold points are shown as a dotted line.
You can select the following objects:
• Topic
• Agent
• Agent group
• Team
• PBX
• Voice unit
Properties of the presentation
The Bar chart realtime information element has the following properties:
• The size can be adjusted.
• You can hide the title.
• Font properties can be modified.
• You can change the background color.
• Select an object, e.g., Agent group.
• Select a value.
• Enter the threshold values for alarm and warning and the minimum
and maximum values for the display range of the bar. You must
enter a whole number value. When entering a time, you must enter
the value in seconds, e.g., for 4 minutes, you must enter 240
seconds.
Exampl e
The following example shows a bar chart.

Icon
The following icon is used for the Bar chart realtime information element.


Using IP Office Contact Center User Interface Supervision: Realtime information module • 227
Maximum wait time (topics) [Telephony]
Shows the maximum wait time of calls for the selected topics as bar chart. If the
value exceeds a certain limit value, the bar changes its color. The bar turns
yellow in the event of a warning. The bar turns red in the event of an alarm. The
threshold points are shown as a dotted line.
Properties of the presentation
The Bar chart realtime information element has the following properties:
• The size can be adjusted.
• You can hide the title.
• Font properties can be modified.
• You can change the background color.
• Select the topics.
• Enter the thresholds for alarms and warnings, and also the
minimum and maximum values for the displayed area of the bar.
Enter the values in seconds, e.g., for 4 minutes enter 240.
Exampl e
The following example shows a bar chart for Maximum wait time (topics)
[Telephony].

Icon
The following icon is used for the Maximum wait time (topics) [Telephony]
realtime information element.


228 • Supervision: Realtime information module Using IP Office Contact Center User Interface
Maximum wait time (topics) [E-mail]
Shows the maximum wait time of e-mails for the selected topics as bar chart. If
the value exceeds a certain limit value, the bar changes its color. The bar turns
yellow in the event of a warning. The bar turns red in the event of an alarm. The
threshold points are shown as a dotted line.
Properties of the presentation
The Bar chart realtime information element has the following properties:
• The size can be adjusted.
• You can hide the title.
• Font properties can be modified.
• You can change the background color.
• Select the topics.
• Enter the thresholds for alarms and warnings, and also the
minimum and maximum values for the displayed area of the bar.
Enter the values in seconds, e.g., for 4 minutes enter 240.
Exampl e
The following example shows a bar chart for Maximum wait time (topics) [E-
mail].

Icon
The following icon is used for the Maximum wait time (topics) [E-mail]
realtime information element.


Using IP Office Contact Center User Interface Supervision: Realtime information module • 229
Queue (topics) [Telephony]
Shows the number of calls in the queue for the selected topics as bar chart. The
waiting calls of all selected topics are added up.
Properties of the presentation
The Queue(topics) [Telephony] realtime information element has the following
properties:
• The size can be adjusted.
• You can hide the title.
• Font properties can be modified.
• You can change the background color.
• Select the topics.
• Enter the threshold values for alarm and warning and the minimum
and maximum values for the display range of the bar. You must
enter a whole number value.
Icon
The following icon is used for the Queue (topics) [Telephony] realtime
information element.

Waiting e-mails (topics) [E-mail]
Shows the number of waiting e-mails of the selected topics as bar chart. The
queued e-mails of all selected topics are added up.
Properties of the presentation
The Waiting e-mails (topics) [E-mail] realtime information element has the
following properties.
• The size can be adjusted.
• You can hide the title.
• Font properties can be modified.
• You can change the background color.
• Select the topics.
• Enter the threshold values for alarm and warning and the minimum
and maximum values for the display range of the bar. You must
enter a whole number value.
Icon
The following icon is used for Waiting e-mails (topics) [E-mail] realtime
information element.

Individual status (LED)
An individual status (LED) displays the status of a value or an object, such as an
agent group. The event is displayed as an LED. If the value exceeds a certain
limit value, the LED changes its color and shape.

230 • Supervision: Realtime information module Using IP Office Contact Center User Interface
View option
The following LEDs are displayed.
• A green square means OK.
• A yellow triangle means warning.
• A red circle means alarm.
Properties of the presentation
The Individual status (LED) realtime information element has the following
properties:
• The size can be adjusted.
• Select an object, e.g., Agent group.
• Select a value for the object, e.g., number of active agents.
• Then select an agent group, for example.
• You can hide the title.
• Font properties can be modified.
• You can change the background color.
• Enter the thresholds for alarms and warnings, and also the
minimum and maximum values for the displayed area of the bar.
Enter the values in seconds, e.g., for 4 minutes enter 240.

Exampl e
The following example shows an individual status (LED).
Act. Ag.[T]

Icon
The following icon is used for the Individual status (LED) realtime information
element.


Using IP Office Contact Center User Interface Supervision: Realtime information module • 231
Individual status (parser)
An individual status element (parser) displays the status of a value or an object,
such as an agent group. The event is displayed as an LED. If the value exceeds a
certain limit value, the LED changes its color.
View option
The following LEDs are displayed.
• A green square means OK.
• A yellow triangle means warning.
• A red circle means alarm.
Properties of the presentation
The Individual status (parser) realtime information element has the following
properties:
• The size can be adjusted.
• You can hide the title.
• You can enter the title.
• Font properties can be modified.
• You can change the background color.
Parser configuration
You must define various options when configuring a parser.
For each option you can use up to 254 characters.
Option Explanation
Name Shows the name.
Warning Enter the values for a warning.
Alarm Enter the values for an alarm.
Operators You can select different operators.
Variable You can select different variables.
Objects Select an agent group or a topic.


232 • Supervision: Realtime information module Using IP Office Contact Center User Interface
Settings
Proceed as follows to configure the parser properties.
1. In edit mode, right-click the realtime information and select Settings.
The Parser configuration dialog appears.
2. Click the Parser configuration tab.
3. If you want to display a designation, select the designation and enter a
name.
4. Click the Warning input box.
5. You can now select an object, an agent group, or a topic. Lists with
different values are displayed for the objects. You can also select a
variable.
6. Double-click a value. This value is entered in the Warning input box.
7. Now select an operator from the Operators list.
8. Enter a value. You must enter a whole number value. To enter a
duration you need to specify a value in seconds, e.g., for 4 minutes
enter 240.
9. Follow the same procedure for an alarm as you did for a warning.
10. Click OK to save your settings.
Exampl e
The following example shows an individual status (parser).
AG
switchboard
Icon
The following icon is used for the Individual status (parser) realtime information
element.


Using IP Office Contact Center User Interface Supervision: Realtime information module • 233
Pie chart
With the Pie chart element, you can display different values for individual agents
or agent groups.
Properties of the presentation
The Pie chart realtime information element has the following properties:
• The size can be adjusted.
• You can hide the title.
• You can select an agent or an agent group as the object.
You can select the following values for a pie chart.
Object Selection
Agent Task distribution to agent [Telephony] [E-Mail]
Agent group Agent status overview [Telephony]
Agent status overview [E-mail]
Exampl e
The following examples show a pie chart.
Example 1: Agent - Task distribution to agent


234 • Supervision: Realtime information module Using IP Office Contact Center User Interface
Example 2: Agent group - Agent status overview [Telephony]
This example uses default colors for agent group status display.

Pie chart colors for agent groups
Agent group states can be displayed in different colors. The color can be
customized for every agent.
Furthermore you can define colors for system, profile or agent states.
For every logged-in agent his customized colors are displayed. If no colors are
defined for the agent, profile colors are displayed. Are there no colors defined
for the profile, system colors will be displayed.
See also: Configuring Colors for Keys and Pie Charts
Icon
The following icon is used for the Pie chart realtime information element.


Using IP Office Contact Center User Interface Supervision: Realtime information module • 235
Agent status (grid)
A realtime information grid display shows the states of agents. A button appears
for each agent. A color indicates the state of the agent. The states displayed in
the realtime information element are preset. In addition, you can use the buttons
for special actions (sign-on, sign-off).
Properties of the presentation
The Agent status (grid) realtime information element has the following
properties.
• The size can be adjusted.
• You can hide the title.
• Font properties can be modified.
• You must select the agent group or team.
• You can have information displayed to authorized users only,
• An agent is called with a double-click.
• Show number instead of name.
• You can select if all agents or only present agents are to be listed
• Adjustable skill filter.
• You can select the number of columns.
• You can select the layout.
Working in the displ ay range
You can open a selection box by right-clicking a button in the display range.
You can select the following options.
Option Explanation
Sign on to AG You can sign the agent on to an agent group (Telephony
and E-mail).
Sign out of AG You can sign the agent out of an agent group (Telephony
and E-Mail).
Login You can log the agent in on a telephone.
Logout You can log the agent out from a telephone.
Pick up You can pick up a call.
Switch You can transfer a call using drag and drop. You can
ACD calls only transfer to terminals where an agent is
logged in. You need the privilege Switch.
Out of Office You can enter an out-of-office notice in a dialog box.
Pause You can set an agent to pause. When a pause code is
required, then you can select a pause code in the sub-
menue.
End Pause You can end the pause of an agent.


236 • Supervision: Realtime information module Using IP Office Contact Center User Interface
Key color
The color of the keys signals the status of the agent. Key colors can be
customized for every agent.
See also: Configuring Colors for Keys and Pie Charts
Following example shows default setting for key colors.
Color Status Explanation

Light
gray
ACD is not
available (logged
out)
This status shows that an agent is not present and
is not signed on.

Gray
ACD-not-active
statuses
This status shows that an agent is present but is
not signed on.

Green
ACD-active
statuses
This status shows that the agent is on the phone
with an established ACD call.

Yellow
Available status
(ACD and non-
ACD)
This status shows that an agent is available.

Orange
Signal status (non-
ACD)
This status shows that the agent is not on the
phone with an established ACD call.

Exampl e
The following example shows an Agent status (grid) type realtime information
element.


Using IP Office Contact Center User Interface Supervision: Realtime information module • 237
Legend
In the display range, clicking the Legend icon in a list displays the
different agent statuses. See: Agent status example. The following statuses are
possible: Key colors can be customized for every agent.
See also: Configuring Colors for Keys and Pie Charts
Following example shows the possible statuses. Default key colors are displayed
Icon Icon
Color
Key
Color
Status Explanation

Gray Light
gray
Absent This status shows that an agent
is not present and is not signed
on.

Red Light
gray
Out of service This status shows that the
telephone is out of service.

Red Light
gray
Call diversion
set
This status shows that the call
diversion is set.

Black Gray Present, logged
off
This status shows that an agent
is present but is not signed on to
all agent groups.

Black Gray Break Time This status shows that an agent
is on a break.

Red Gray Signed off by
system
This status shows that an agent
was signed off due to an
exceeded ring timeout.

Orange Gray ACW without
call
This status shows that the agent
is in manual ACW.

Black Gray Present, no
ACD
conversation
This status indicates that an
agent is not signed on for ACD
calls and is conducting a non-
ACD call.

Black Gray Present, no
ACD ringing
This status indicates that an
agent is not signed on and is
receiving a non-ACD call.

Black Gray Present, non-
ACD outgoing
call
This status shows that an agent
is blocked for ACD calls. An
agent calls a subscriber. No
ACD call is made.

Black Orange No ACD
conversation
This status shows that the agent
is on the phone but not with an
ACD call.

Green Orange No ACD
ringing
This status shows that an agent
is receiving a call, but it is not
an ACD call.

Red-
orange
Orange No ACD,
ACW without
call
This status shows that the agent
is on the phone with a non-
ACD call during manual ACW.

Green Orange Non-ACD call
during ACW
This status indicates that an
agent is in ACW and is
executing a non-ACD call.

238 • Supervision: Realtime information module Using IP Office Contact Center User Interface
Icon Icon
Color
Key
Color
Status Explanation

Black Orange Non-ACD
outgoing
This status shows that an agent
is logged in for ACD calls. An
agent calls a subscriber. No
ACD call is made.

Green Yellow Available This status shows that an agent
is available.

Red Yellow ACD blocked This status shows that an agent
is blocked for ACD calls.

Green Green ACW with call This status shows that the agent
is in ACW for an ACD call.

Green Green ACD ringing This status indicates that an
agent is receiving an ACD call.

Black Green ACD
conversation
This status shows that the agent
is on the phone with an ACD
call.

Black Green ACD outgoing This status shows that the agent
is conducting an outbound ACD
call.

Green Green Preview This status shows that the dialer
has routed a call to an agent.

Gray Green E-mail in the
inbox
This status indicates that the
agent’s inbox contains e-mails.

Green Green E-mail beeing
progressed

This status indicates that the
agent is processing an e-mail.

Black Green E-mail
interrupted /
deferred
This status indicates that the
agent has interrupted or
deferred an e-mail.

Green Green Logged off, e-
mail in the
inbox
This status indicates that the
agent is logged off and has e-
mails in the inbox.

Green Green Pause,
e-mail in the
inbox
This status indicates that the
agent is on a break (pause) and
has e-mails in the inbox.
Symbols for chat
Agent is not present.
Agent proccessed chat request.
Agent is blocked.
Agent is free.

Using IP Office Contact Center User Interface Supervision: Realtime information module • 239
Agent has interrupted chat.
Agent has a new chat request.
Agent take a break.
Agent is signed off by system.

Icon
The following icon is used for the Agent status (grid) realtime information
element.

Agent status (team)
For information, see Agent status (grid) to AG
Telephone status
For information, see Agent status (grid) to AG
In the telephone status for telephone group, you can choose to show the name or
the telephone number. The name must be configured in the configuration of the
telephones.

240 • Supervision: Realtime information module Using IP Office Contact Center User Interface
Chart
You use graphic displays to observe how values change with time. A graphic
display shows the time on the X-axis (T). The range of the value is shown on the
Y-axis. A curve shows the progression. The title of the graphic display shows the
object and the name of the realtime information. The task type is given in square
brackets in the name of the realtime information: [T] stands for Telephony and
[E] stands for E-mail.
Properties of the presentation
The Chart realtime information element has the following properties:
• The size can be adjusted.
• You can hide the title.
• You must select an object.
• Axis label properties can be modified.
• You can change the background color.
• You can change the chart colors.
• You can adjust the scale for the x-axis and y-axis.
Chart configuration for:
• AG active agents
• TSF topic
• TSF team
• Acceptance Level
You must define various options when configuring a chart.
Realtime information tab
Option Explanation
AG/Topic/Team Select an object or <Default>.
Show label Select whether the title will be displayed.

Chart tab
Option Explanation
Graph Select the colors for the curve, the filling, and the
chart background.
Background Select whether the background will be displayed in
color.
Select the window background color.


Using IP Office Contact Center User Interface Supervision: Realtime information module • 241
Axes tab
Option Explanation
Axis labels Select whether the axis will be labeled.
Select the label properties.
Axis value display Select whether the axis values will be labeled.
Select the properties for the axis value display.
Axis width and color Select whether the axis line width and color will be
displayed.
Select the line width and the color for the axes.
Scal ing tab
Option Explanation
Y-axis Select whether the values of the y-axis will be
labeled.
Specify the number of increments to be displayed
on the y-axis.
Specify the number of marks for increments to be
displayed on the y-axis.
X-axis Select whether the values of the x-axis will be
labeled.
Enter a time when a mark with a value will be
displayed on the x-axis. You can enter from 00:01
hour, minimum, to 23:59 hours, maximum.
Exampl e
The following example shows the graphic display of a state. The example shows
the current Task Service Factor (TSF) for telephony [T] for topic Topic1.

After the time set, the Task Service Factor is reset to 100%. You can adjust this
time (calculated period of time) with the Configuration module. The values 1,
5, 15, 30 or 60 minutes can be selected.
This realtime information element is updated periodically. This update interval
cannot be configured, but you can query this value in the Configuration
module.
Icon
The following icon is used for the Chart realtime information element.


242 • Supervision: Realtime information module Using IP Office Contact Center User Interface
Network overflows [Telephony]
The Network overflows realtime information element shows the network
overflows of the configured PBXs in tabular form. Individual network overflows
are shown as bars.
Properties of the presentation
The Network overflows [Telephony] realtime information element has the
following properties.
• This is displayed in real time.
• The size can be adjusted.
• You can hide the title.
• You can hide the total line.
• You can hide the details.
• You can select one or more PBXs.
• You can customize the column arrangement.
• Text properties can be modified.
• The background color can be changed.
• You can enter limit values for the bar chart.
Information
You can have the following information displayed:
Information Explanation
PBX Shows the name of the PBX
Overfl. to X Shows the overflows of the PBX named X
Overfl. to Y Shows the overflows of the PBX named Y
Total Shows the total overflows
Display range
You can set minimum and maximum values for the limit values. By default, 0 is
used as minimum and 100 as maximum value.
Exampl e
The following example shows a Network overflows from one PBX to a
destination PBX [Telephony] realtime information element.

Network transition realtime information
PBX Overfl. to PBX1 Overfl. to PBX1 Total
PBX1
PBX2
Total
Icon
The following icon is used for the Network overflows [Telephony] realtime
information element.


Using IP Office Contact Center User Interface Supervision: Realtime information module • 243
Remote functions
Remote functions show all configured agents. This is displayed in real time.
If the agent is logged-in on a terminal, the physical number of the terminal and
the configured agent groups are displayed.
You can also log agents in or out and sign them on to or out of agent groups.
You can set a pause for an agent or end pause.
Properties of the presentation
The Remote function realtime information element has the following properties:
• The size can be adjusted.
• Font properties can be modified.
Remote function icons
The following icons are displayed in the remote functions.
Icon Presentation Explanation

Gray circle with
an x
This status shows that an agent is not logged in.

Yellow circle This status shows that an agent is logged in but is
not signed on to any agent group.

Green circle This status shows that an agent is logged in but is
not signed on to all agent groups.

Green circle
with hook
This status shows that an agent is logged in and is
signed on to all agent groups.

Cup This status shows that an agent is logged in but is
on break.


244 • Supervision: Realtime information module Using IP Office Contact Center User Interface
Possibl e remote functions
You can only use remote functions in Display mode.
• You can log agents in or out and you can sign them on or off.
• When signing an agent on or off, you can choose whether you want to
sign him on to/ off from all configured agent groups or selectively to/
from an individual group.
• You can set an agent to pause. When a pause code is required, then you
can select a pause code in the sub-menue.
• You can end the pause of an agent.
Which prerequisites must be met for you to use remote functions?
You need the Remote functions privilege to use the feature.
Logging in an agent
You want to log in an agent. Proceed as follows:
1. Right-click the agent.
2. Select "agent" log in. The Telephone selection dialog opens.
3. Select a terminal/telephone to log in the agent. The list shows all
physical numbers (hardware numbers) of the terminals. Busy terminals
are not listed.
4. Select a terminal.
5. Click the OK button. The agent is automatically logged in on the
terminal.
Logging out an agent
You want to log out an agent. Proceed as follows:
1. Right-click the agent.
2. Select Log out "agent". The agent is automatically logged out of the
terminal.
Signing on to all agent groups
You want to sign on a logged-in agent to all assigned agent groups.
1. Right-click the agent.
2. Select Sign on "agent" to all AGs. The agent is automatically signed
on to all assigned agent groups.
Signing on to a specific agent group
You want to sign on a logged-in agent to a specific agent group.
1. Right-click a logged-in agent. A menu showing all agent groups
assigned to the agent opens. A check mark indicates which agent groups
the agent is already signed on to.
2. Select the respective agent group in the agent menu. The agent is signed
on to this agent group. The green circle icon shows that the agent is
signed on to the relevant agent group.

Using IP Office Contact Center User Interface Supervision: Realtime information module • 245
Signing off from all agent groups
You want to sign out of a logged-in agent from all assigned agent groups.
1. Right-click a logged-in agent.
2. Select Sign off agent from all AGs.
3. The agent is automatically signed off from all agent groups.
Signing off from a specifi c agent group
You want to sign out of a logged-in agent from a specific agent group.
1. Right-click a logged-in agent. A menu showing all agent groups
assigned to the agent opens. A check mark shows that the agent is
signed on to the respective agent group.
2. Select the respective agent group in the agent menu. The agent is signed
off from this agent group.
Icon
The following icon is used for the Remote functions realtime information
element.

Agent history
The agent history shows already processed customer contacts. You can use the
agent history in the module Home and in the module Realtime information.
The agent history shows only call center relevant contacts that are calls,e-mails
and chat requests. All topic call, incoming calls, outgoing calls and topics
initiated by the dialer calls are included for the task type telephony.
For more details see System administration handbook.

246 • Supervision: Realtime information module Using IP Office Contact Center User Interface
Internet Browser
You can add an Internet browser to realtime information. You can specify a
fixed URL or determine the URL with a tag.
Prerequisite
Microsoft Internet Explorer 6.0 or later must be installed in order to use the
Internet browser contact element.
Format for URL
You can enter a fixed URL.
Example: http://www.avaya.com/
You can also read the URL from a tag. Use the following format for the URL:
xyz%TAGNAME%xyz
You can add the URL. If there is one URL for each topic, conversation
guidelines can be conveniently displayed, for example.
Example: http://www.avaya.com/product/%c.dialledTheme%/Guidelines.html
Properties of the presentation
The Internet browser contact element has the following properties:
• The size can be adjusted.
• You can hide the title.
• You can enter a URL or read it from a tag.
Exampl e
The following illustration shows an Internet browser realtime information
element in Display mode.

Icon
The following icon is used for the Internet browser realtime information
element.


Using IP Office Contact Center User Interface Supervision: Realtime information module • 247
Supervisor Assistance / Supervisor Emergency
With this feature, an agent can request supervisor support during a call. There
are two types of support: silent monitoring and active participation in the call
(coaching).
How does a supervisor work?
A supervisor in the IP Office Contact Center system usually monitors several
agents. The Supervisor Assistance and Supervisor Emergency realtime
information elements show the supervisor which agents require support.
The IP Office Contact Center UI application informs the supervisor when an
agent requests supervisor support. If the supervisor is available, he can assist the
agent. A supervisor can only provide active support to one agent at a time.
Properties of the presentation
The Supervisor Assistance and Supervisor Emergency realtime information
elements have the following properties:
• The size can be adjusted.
• You can hide the title.
• You must insert the agent groups or agents. You can also delete
agent groups and agents and sort them up or down in the sequence.
• The display content (all agents or only present agents) must be
selected.
• You can set or automatically display the number of columns.
• Font properties can be modified.
• You can change the background color.
• A scroll bar is added if necessary.
Key color
The color of the keys signals the status of the agent:
Color Explanation

Gray
This status shows that support is not being
requested.

Orange
This status shows that an agent requires support.

Green
This status shows that the supervisor assisting the
agent.

248 • Supervision: Realtime information module Using IP Office Contact Center User Interface
Working in the Supervisor Assistance displ ay range
You can open a pop-up menu by right-clicking a button in the display range.
You can select the following options.
Option Explanation
Silent Monitoring The supervisor cuts in on the agent’s call with Silent
monitoring. Neither agent nor caller can hear the
supervisor with the Silent monitoring function. The
supervisor can monitor the conversation.
Coaching The supervisor cuts in with Coaching and can assist the
agent. With the Coaching function, the agent hears both
the caller and the supervisor. However, the caller cannot
hear the supervisor.
Working in the Supervisor Emergency display range
You can open a pop-up menu by right-clicking a button in the display range.
You can select the following options.
Option Explanation
Emergency The supervisor cuts in with Emergency. The Emergency
function allows the supervisor to take part in the
conversation.
Exampl e
The following figure shows the Supervisor Assistance and Supervisor
Emergency realtime information elements.

Icon
The following icon is used for the Supervisor Assistance and Supervisor
Emergency realtime information elements.



Using IP Office Contact Center User Interface Supervision: Realtime information module • 249
Values
You must select values for the following realtime information elements.
• Value elements
• Bar chart
• Individual status element
Topic values
Avail able information
You can display the following information for topic values.
Abbreviation Comment
NQueued[T] Shows the number of waiting calls [telephony].
maxTQueued[T] Shows the maximum wait time [Telephony].
Avg. TQueued[T] Shows the average wait time of calls in the queue
[Telephony].
Avg. TQueuedInterv[T] Shows the average wait time during the period
under consideration (interval) [Telephony].
totNAbanF[T] Shows the number of unanswered calls during the
period under consideration (dynamic calculation)
[Telephony].
totNAbanInterv[T] Number of unanswered calls during period under
consideration with reference to an interval
[Telephony]
DTSF[T] Show the task service factor (dynamic calculation)
[Telephony]
TSF[T] Shows the (current) TSF [Telephony].
totNTSF[T] Shows the total number of calls for TSF calculation
[Telephony].
totNTSF+[T] Shows the total number of positive calls for TSF
calculation [Telephony]. Positive calls are calls that
have resulted in a discussion.
totNdoneInterv[T] Shows the number of processed tasks during the
period under consideration (updated periodically)
[Telephony].
totFDoneInterv[T] Shows the processing factor: Ratio of processed to
deleted tasks during the period under consideration
(updated periodically) [Telephony].

totNDoneShift[T] Shows the number of conversations per shift
[Telephony].
totNNewShift[T] Shows the number of calls per shift [Telephony].
totNtransExtDestShift[T] Number of all calls transferred to external
destinations per shift [Telephony].
This counter counts, if in the regarded topic the call
were received and afterwards into another topic

250 • Supervision: Realtime information module Using IP Office Contact Center User Interface
Abbreviation Comment
were transferred and from the call distribution
assigned on an external destination.
totNDoneExtDestShift[T] Shows the number of conversations with external
destinations per shift [Telephony].
totNExtDestShift[T] Shows the number of calls with external
destinations per shift [Telephony].
totNExtOverloadShift[T] Shows the overload per shift [Telephony].
nReserved[T] Shows the number of reserved tasks [telephony].
No. voice mails [T] Shows the number of voice mails.
Length of voice mails [T] Shows the total length of voice mails.
NQueued [E] Shows the number of queued e-mails [E-mail].
NQueued [C] Shows the number of queued chat requests [Chat].
maxTQueued[E] Shows the maximum wait time [E-mail].
maxTQueued[C] Shows the maximum wait time for chat requests
[Chat].
Avg.TQueued[E] Shows the average wait time of all queued e-mails
[E-mail].
Avg.TQueued[CE] Shows the average wait time of all queued chat
requests [Chat].
Avg.TQueuedInterv[E] Shows the average wait time during the period
under consideration (interval) [E-mail].
DTSF[E] Shows the Task Service Factor (dynamic
calculation) (DTSF) [E-mail]
DTSF[C] Shows the Task Service Factor (dynamic
calculation) (DTSF) [Chatl]
TSF[E] Shows the Task Service Factor [E-mail].
TSF[C] Shows the Task Service Factor [Chat].
totNTSF[E] Shows the total number of e-mails for the TSF
calculation [E-mail]
totNTSF+[E] Shows the total number of positive e-mails for the
TSF calculation [E-mail]. Positive e-mails are e-
mails that have been closed.
totNdoneSInterv[E] Shows the number of processed tasks during the
period under consideration (updated periodically)
[E-mail].
totFDoneInterv[E] Shows the processing factor: Ratio of processed to
deleted tasks during the period under consideration
(updated periodically) [E-mail].
TSFShift[T] Shows the service level over the whole shift
[Telephony].
øTConvWaitShift[T] Shows the average speed of answer per shift
[Telephony].
totNAbanShift[T] Shows the abandoned calls per shift [Telephony].
øTAbanWaitShift[T] Shows the average time, which the callers waited,
before the call was abandoned [Telephony].

Using IP Office Contact Center User Interface Supervision: Realtime information module • 251


252 • Supervision: Realtime information module Using IP Office Contact Center User Interface
Agent values
Avail able information
You can display the following information for agent values.
Abbreviation Comment
totNDoneShift[T] Shows the number of conversations per shift
[Telephony].
totNNewShift[T] Shows the number of calls per shift [telephony].
totTPauseShift [T] Shows the total break time per shift [Telephony].
totNdoneShift[E] Shows the incoming e-mails per shift [E-mail].
øTPauseShift[T] Shows the average of break time per shift
[Telephony].
totTSignOnShift[T] Shows the total time for a shift during which an
agent is signed on [Telephony].
øTConvShift[T] Shows the average of ACD conversation time per
shift [Telephony].
totTConvShift[T] Shows the total of ACD conversation times per shift
[Telephony].
øTACWShift[T] Shows the average of ACW (after call work) per
shift [Telphony].
totTACWShift[T] Show the total of ACW per shift [Telephony].
øNConvPerHourShift[T] Shows the average of ACD conversations per hour,
related to the time, in which an agent is signed on per
shift [Telephony].

Using IP Office Contact Center User Interface Supervision: Realtime information module • 253
Agent group values
Avail able information
You can display the following information for agent group values.
Abbreviation Comment
Signon ag [T] Shows the number of signed-on agents [Telephony].
AvailAgent [T] Shows the number of available agents [Telephony].
Act. ag. [T] Shows the number of active agents [Telephony].
RC [T] Shows the number of calls via call distribution
[Telephony].
ECRC [T] Shows the number of conversations via call distribution
[Telephony].
ACW ag. [T] Shows the number of agents in ACW [Telephony].
FCWC ag.[T] Shows the number of agents with mandatory job code
[Telephony].
Break [T] Shows the number of agents on break [Telephony].
Avg. Avail. ag. [T] Shows the average number of available agents
[Telephony].
Avg. act. ag. [T] Shows the average number of active agents [Telephony].
Avg.RC [T] Shows the average number of calls via call distribution
[Telephony].
Avg. ECRC [T] Shows the average number of conversations via call
distribution [Telephony].
Avg. ACW ag. [T] Shows the average number of agents in ACW
[Telephony].
Avg. FCWC ag. [T] Shows the average number of agents with mandatory job
code [Telephony].
NsignOn[E] Shows the number of signed-on agents [E-mail].
Nfree [E] Shows the number of available agents [E-mail].
Nact [E] Shows the number of active agents [E-mail].
Nnew[E] Number of agents with unopened e-mails [E-mail].
Nacc[E] Shows the number of agents with open e-mails [E-mail].
NFJ Code[E] Shows the number of agents with mandatory job code [E-
mail].
Avg. Nfree [E] Shows the average number of available agents [E-mail].
ØNact[E] Shows the average number of active agents [E-mail].
ØNnew [E] Shows the average number of agents with unopened e-
mails [E-mail].

254 • Supervision: Realtime information module Using IP Office Contact Center User Interface
Abbreviation Comment
ØNacc [E] Shows the average number of agents with open e-mails
[E-mail].
ØNFJ Code [E] Shows the average number of agents with mandatory job
code [E-mail].
Npause[E] Shows the number of agents on break [E-mail].
Team
Avail able information
You can display the following information for team values.
Abbreviation Comment
TSF[T] Shows the TSF (current) [Telephony].
totNTSF[T] TSF[T] shows the TSF[Telephony] total number of calls
for TSF calculation.
totNTSF+[T] Shows the total number of positive calls for TSF
calculation [Telephony]. Positive calls are calls that have
resulted in a discussion.
TSF[E] Shows the TSF (current) [E-mail].
totNTSF[E] Shows the TSF [E-mail] total number of calls for TSF
calculation.
totNTSF+[E] Shows the total number of positive e-mails for the TSF
calculation [E-mail]. Positive e-mails are e-mails that
have been closed.
PBX
Avail able information
You can display the following information for PBX values.
Abbreviation Comment
Conf. B-channels [T] Shows the number of configured B-channels per PBX
[Telephony].
Act. B-channels [T] Shows the number of active B-channels per PBX
[Telephony].
Voice unit
Avail able information
You can display the following information for voice unit values.
Abbreviation Comment
TbusyVUPorts Shows the number of assigned VU ports.


Using IP Office Contact Center User Interface Supervision: Realtime information module • 255
Dialer
Avail able information
You can display the following information for dialer values.
Abbreviation Explanation
Cur. dialfactor Current dial factor in %
Cur. drop rate Current drop rate in %
ProCalljobs Share of processed jobs
Gross Number of gross contacts
ExtAC Number of connections canceled by external party
before answering
Extbusy Number of calls in which the external party was
busy
TJ obs Total number of jobs
Init Number of initiated jobs
Max. drop rate Configured default value for drop rate in %
Net Number of net contacts
TACRiti Number of dial attempts canceled due to exceeded
ring timeout
SysAC Number of connections canceled by the system
Unfinished jobs Number of unfinished jobs
TunprocJ obs Number of unprocessed jobs
Attempts Number of dial attempts


256 • Supervision: Realtime information module Using IP Office Contact Center User Interface
Lines
Avail able information
You can display the following information for line values.
Abbreviation Comment
Available Shows the number of free lines.
Busy Shows the number of busy lines.
Faulty Shows the number of faulty lines.
ExtACDincoming Number of lines seized by incoming external ACD
calls.
Extincoming Number of lines seized by incoming external direct
calls.
ExtACDoutgoing Number of lines seized by outgoing external ACD
calls.
Extoutgoing Number of lines seized by outgoing external direct
calls.
IntACDincoming Number of lines seized by incoming internal ACD
calls.
Intincoming Number of lines seized by incoming internal direct
calls.
IntACDoutgoing Number of lines seized by outgoing internal ACD
calls.
Intoutgoing Number of lines seized by outgoing internal direct
calls.

Using IP Office Contact Center User Interface Supervision: Realtime information module • 257
Inserting or deleting objects
You can insert or delete the following objects for different realtime information
elements.
• Topics
• Agents
• Agent groups
• Teams
• PBXs
• Voice units
• Campaigns, agent dialers, or topic dialers
• Lines
• Workplaces
Example: Inserting or deleting topics
You can insert or delete topics for a realtime information element. You can
customize the order.
Inserting a topic
1. Click Add in the settings of a realtime information element to insert a
topic. The Topic selection dialog opens.
2. Select one or several topics.
3. Click OK. The topics are inserted.
Deleting a topic
1. Select the topic to be deleted. You can also select several topics.
2. Click Delete. The topic or topics are deleted.
Setting the order
1. Select a topic to change the order of the topic list.
2. To move the topic down the list click Down.
3. To move the topic up the list click Up.

258 • Supervision: Realtime information module Using IP Office Contact Center User Interface
Drawing in realtime information sheets
In addition to elements, you can use lines and rectangles to configure a realtime
information sheet.
Limitation
You can select several elements, lines, and rectangles and move them together.
However, you cannot group these elements, lines and rectangles permanently.
Drawing a line
Proceed as follows to draw a line. Use the grid to draw horizontal or vertical
lines.
1. Click Draw line.
2. To set the starting point, click within the realtime information sheet
and keep the mouse button pressed.
3. Draw the line. Release the mouse button. The line is drawn.
Drawing a rectangle
Proceed as follows to draw a rectangle.
1. Click Draw rectangle.
2. To position a corner, click within the window and keep the mouse
button pressed.
3. Drag the rectangle to its desired size. Release the mouse button. The
rectangle is displayed.
Switching on selection mode
Proceed as follows to toggle from draw mode to selection mode.
1. Click Switch on selection mode.
2. You are now back in selection mode.

Using IP Office Contact Center User Interface Supervision: Realtime information module • 259
Changing color, line type and line width
Proceed as follows to change the color, line type, and line width of the drawn
elements.
1. Right-click a drawn element. A pop-up menu opens.
2. Select Properties. The properties of the realtime information element
are displayed.
Line type
1. In the (line type) selection box, select a line.
Line width
1. In the (line width) selection box, select a line width (0.5
pt - 6 pt).
Color
1. Click the (color) button.
2. Select a color in the Color selection menu.
Selecting several drawn elements
You can select several elements to move or edit them in one step.
1. Keep the Ctrl key pressed while clicking the elements.
or
1. Draw a selection frame around the elements.
Deleting a drawn element
Proceed as follows to delete a drawn element.
1. Right-click the drawn element. A pop-up menu opens.
2. Select Delete. The drawn element is deleted.

260 • Supervision: Realtime information module Using IP Office Contact Center User Interface
Saving window settings
You save your settings once you have positioned all windows as desired. These
settings are only useful for separate realtime information displays.
Working with a Detached Monitor
What is a detached monitor?
You can also detach a monitor. This means that the monitor will not appear in
the window of the IP Office Contact Center UI application but rather will be
shown as a detached entity (separately).
Detaching
To detach a monitor, mark it.
Select File – Open – In Its Own Window.
Save the settings if desired.
Properties of a Detached Monitor
You can set the following properties in the system menu field of a detached
monitor in addition to the usual Windows functions. This will limit the usual
Windows functions.
A check mark ( ) shows that the function is enabled.
Menu Function
Always in the
foreground
The monitor will always remain visible in the
foreground. Even if you use another Windows
application, the monitor will remain in the foreground.
We recommend that you only let important monitors
remain in the foreground. Adjust the size of the
monitor.
Prevent minimization Prevents the monitor from being minimized.
Prevent closing Prevents the monitor from being closed. When you
exit the IP Office Contact Center UI application the
monitor is also closed.
Possibl e Field of Application
You can only use a IP Office Contact Center UI as pure display in conjunction
with single sign-on and AutoStart monitors. The monitors are always in the
foreground and cannot be minimized or closed.
Saving settings
You want to save the current window arrangement.
1. In the Realtime Information menu select Save Window positions.
The window arrangement is saved.
Saving settings for autostart
You can save the current window arrangement. The next time you sign on, the
realtime information that is currently open will open automatically.
1. In the Realtime Information menu select Autostart. The window
arrangement is saved.

Using IP Office Contact Center User Interface Supervision: Realtime information module • 261
Update types for realtime information
The values and states of realtime information elements can be displayed either in
real time, periodically or as a sliding window, depending on the realtime
information element.
Realtime display
The realtime information display is updated continuously. The values match the
current values in the IP Office Contact Center system.
Method of operation
A realtime information element signs on to the Realtime Information server.
Information and values are sent from the Realtime Information server to the
realtime information element as soon as there is a change. The realtime
information element then shows the changed information or values.
Periodic update
With a periodic update, information and values are updated after ten seconds
time. The period of ten seconds is predefined for the IP Office Contact Center
system and cannot be changed. The Configuration application shows this time.
Periodic update is mostly used for tabular realtime information.
What is a sliding window?
Sliding window means that after each update interval the calculated period of
time moves one update interval. A period of ten seconds is set for the update
interval of IP Office Contact Center system. You cannot change this update
interval. You can configure the calculated period of time with the Configuration
application.
Exampl e
The following example shows the progress of a sliding window with stop and
start. The following settings apply: Calculated period 15 minutes, update interval
10 seconds.
Calculation Start Stop
1. 11:00:00 AM 11:15:00 AM
2. 11:00:10 AM 11:15:10 AM
3. 11:00:20 AM 11:15:20 AM
Etc.


262 • Supervision: Realtime information module Using IP Office Contact Center User Interface
Calculations
Realtime information shows different current and average values. To assess
these values, you must know how the IP Office Contact Center UI application
calculates them. Learn how average values are calculated, what TSF and DTSF
mean and how they are calculated.
Conditions for certain calculations are set in the Configuration module.
How are average values calculated?
Average values refer to a fixed update interval of 10 seconds. Individual values
are recorded every second. The average is determined and updated at the end of
the update interval.
Formula for average values
The formula for the average values is:
A =(V1+V2+V3+V4+V5+V6+V7+V8+V9+V10)/I
Variable Explanation
A Calculated average
V1 to V10 Individual values (recorded each second)
I Update interval (10 seconds)
What is TSF and how is it calculated?
The Task Service Factor (TSF) shows the percentage of tasks that waited in a
queue for less than or just as long as the wait time threshold (for the TSF). The
wait time threshold for the TSF can be set in the Configuration module for
topics, agent groups, and teams. Different thresholds can be set for each topic,
agent group or team. The threshold can be set between 5 and 900 seconds (15
min). The Task Service Factor is shown as a percentage. All tasks, even if they
have been waiting longer than the calculated period set, are taken into account
for the Task Service Factor as long as they are in the queue.
In contrast to the DTSF, the TSF is reset to 100% after each calculated period.
The calculated period is valid for the entire IP Office Contact Center system.
The TSF is recalculated and updated after each update interval. The fixed update
interval for the call center is 10 seconds.
Formula for TSF
The formula for the TSF is:
TSF =N / S * 100
Variable Explanation
TSF Task Service Factor
N Number of tasks less-than or equal-to the wait time
threshold during the calculated period of time
S Total of all tasks during the calculated period of time

Using IP Office Contact Center User Interface Supervision: Realtime information module • 263
What is the DTSF and how is it calculated?
The Dynamic Task Service Factor (DTSF) shows the percentage of tasks that
waited in a queue for less than or just as long as the wait time threshold (for the
DTSF). The wait time threshold for the DTSF can be set in the Configuration
module for topics and agent groups. Different thresholds can be set for each
topic or agent group. The threshold can be set between 5 and 900 seconds (15
min). The Dynamic Task Service Factor is shown as a percentage.
A DTSF of 75% means that during the calculated period of time, 75% of all
tasks were in the queue for a time less-than or equal-to the defined wait time
threshold. All tasks, even if they have been waiting longer than the calculated
period set, are taken into account for the DTSF as long as they are in the queue.
The calculated period is valid for the entire IP Office Contact Center system.
The DTSF is updated after each update interval. The fixed update interval for the
IP Office Contact Center system is 10 seconds. The DTSF is a >sliding
window<. This means that after each update interval, the calculated period is
moved along the time axis for one update interval.
Formula for DTSF
The formula for the DTSF is:
DTSF =N / S * 100
Variable Explanation
DTSF Task Service Factor (Dynamic calculation)
N Number of tasks less-than or equal-to the wait time
threshold during the calculated period of time
S Total of all tasks during the calculated period of time
What is wait time?
The wait time of a task depends on the task type.
Wait time for calls
The wait time of a call starts once the call is queued in the topic queue.
Wait time for e-mails
The wait time of an e-mail starts once the mail arrives in the topic mailbox.
Acceptance Level
The acceptance level is calculated using the following formula.
Incoming calls / (received calls - short calls)
Short call is a call without conversation with a waiting time <N sec [default: 10
sec].

Using IP Office Contact Center User Interface Supervision: Reporting module • 265
Supervision: Reporting module
What is Reporting?
The Reporting module records, examines, assesses and presents all important IP
Office Contact Center system data. Flexible configurable reports let you
customize the module to your needs. You can generate reports manually or
automatically in a variety of layouts and outputs.
Report data
The IP Office Contact Center system provides detailed information on all
important events prepared as report data. This enables a telephone call to be
recorded and evaluated in detail from the moment it is placed until it is
concluded. Additional report data are calculated from agent statuses, e-mails,
voice mail messages and announcements for example.
Reporting lets you evaluate the performance of the IP Office Contact Center
system and lets you calculate agent hours and bill clients. You can also process
the report data using staff planning tools for example (using xstat_srv) or other
business programs.
Reporting gathers and classifies numerical data and other information such as
numbers, job codes and skill combinations for defined objects such as agents,
topics, agent groups. You can also create records of individual telephone
conversations (using tr_Srv). You then have a variety of options for displaying
and processing data collected this way.
All report values are stored in a database. The recorded data is the basis for
further evaluations or special algorithms.

266 • Supervision: Reporting module Using IP Office Contact Center User Interface
Advantages of reporting
The surveys performed provide a number of advantages:
• Report evaluations make it possible to ensure a continuous quality
of telephone and e-mail service. Reporting makes it possible to
identify peak times that can be counteracted by the coordinated
employment of manpower.
• Based on previous evaluations you can react to seasonal or event-
related increase in calls or e-mails in time.
• You add to your success by recording feedback regarding
promotion and marketing measures.
• Since the time needed for processing a call or e-mail can be
determined, you can calculate the expenses per call and e-mail.
Features
With the Reporting module you can create, output and export reports for
reporting types.
If you already configured reporting you can use these as templates for new
reports.
Who collects the data?
Data are collected and results are evaluated using the reporting and reporting
generator server and reporting viewer components.
What reporting types are available?
You can create report evaluations for different objects of the system. The
following types, corresponding with the individual objects, are available.
• Agent reporting
• Agent group reporting
• Telephone reporting
• Dialer reporting
• Line reporting
• Skill combination reporting
• System reporting
• Team reporting
• Topic reporting
• PBX reporting
• Voice unit reporting

Using IP Office Contact Center User Interface Supervision: Reporting module • 267
What kinds of reporting are available?
The system distinguishes two kinds of reporting:
Manual reporting
You can configure manual reporting that has to be started individually by the
user.
Automatic reporting
The evaluation of an automatic reporting starts automatically at a set date or at
certain intervals, e.g. every evening or at the beginning of each month.
For whom can you enable reporting?
The system can enable reporting for two different user groups:
Private
Reporting can be enabled solely for the user who defined it. Reporting of this
kind is marked with the private enable-option.
Public
Reporting can also be enabled publicly: All users of the system with the
necessary privileges can view configured reporting.
Which time settings are possible?
Time frame
You must define a time frame for the report survey.
Resolution of time axis
Available options are Months, Weeks, Days, Total period, and User-defined
(hour and minute).
How can you present reporting?
You can choose between two kinds of result presentation.
Tabular presentation
You can have your reporting presented in tabular form. The order of events is
determined by the freely selectable grouping of the used reporting counters.
Graphical display
You can have your reporting presented graphically as a line graph, bar chart, or
pie chart. This presentation, however, is not possible for all agent group and
topic counters.

268 • Supervision: Reporting module Using IP Office Contact Center User Interface
How can you output reports?
The system offers two possible outputs of your report results:
Displaying
You can have the results displayed on your monitor.
Exporting reporting
You can export your results to a Microsoft®Excel file, RTF, PDF, or CSV file.
Reporting method
You can choose between interval-based and back office reporting in the system.
Please note that you have to choose one of the two reporting methods when
commissioning the system. Mixed operation is not advisable.
Interval-based reporting
In interval-based reporting, counters are presented as events on the time axis. If a
counter exceeds the interval the counter counts proportionally for each interval.
Logical totals are necessary to determine the actual number of events (totNNew,
totNConv, etc.) for the period under consideration (several individual intervals).
Within an interval, counters can be crosschecked according to certain rules and
the actual times (ring times, conversation times...) are saved.
Back office reporting
With back office reporting, all report values (counters, times, job codes, etc.) are
determined for the report interval during which the call was first recognized by
the IP Office Contact Center system (time stamp of the first event received by
the kernel process per call). This means that times (e.g. conversation times)
exceeding the duration of the interval are nonetheless written to first interval. For
all further intervals no report data is recorded for this event.
Special cases are consultation calls with or without transfer. A new call is
created for the consultation call. This call does not have to start in the same
interval as the original call. All report values regarding the consultation call and
a possible transfer are recorded for the interval in which the consultation call was
initiated.
Logical totals are no longer needed for back office reporting since there is no
difference between technical and logical totals.

Using IP Office Contact Center User Interface Supervision: Reporting module • 269
Which reporting method is active?
The Configuration module shows which method is set for your system. In order
to access the following options you need to be logged on with the relevant user
rights.
1. Click Administration.
2. Click Configuration.
3. Select Special settings… in the Service menu. The reporting method is
displayed under Reporting type.
Interval reporting
Interval reporting is used as default.
Back office reporting
You have to select Back office as Reporting type during the guided installation
if you want to use this method.

270 • Supervision: Reporting module Using IP Office Contact Center User Interface
Conditions for calls and conversations
You have to take the calculated period into account when calls and conversations
are counted.
The period under consideration (resolution of the time axis) and the selected
calculated period (interval) play an important role for the report evaluation for
interval-based reporting. Please keep this in mind for all calculations. This also
applies to subtotal and total data and exported data.
Note the explanations in the table below for calculated period of time, resolution
of time axis, calls, established calls (conversations), duration of call, ring time,
ACW, total processing time, conversation time, calls in the queue and calls on
hold.
Times
The following table explains how times are calculated.

Times Explanation
Calculated period (of time) The calculated period is set in the Configuration
application. Data is saved after each calculated
period. Therefore, the calculated period
determines the resolution of the data.
Resolution of time axis You can configure Months, Weeks, Days, Total
period, or User-defined (hour and minute) as the
time axis resolution. The minimum value for the
resolution of time axis is the maximum calculated
period within the period under consideration.
Duration (e.g. conversation
time, ring time, ACW, total
processing time)
When a counter measures a duration, these
counters count in the periods in which the event
occurs for interval-based reporting or in the first
period under consideration for back office
reporting.


Using IP Office Contact Center User Interface Supervision: Reporting module • 271
Number
Interval-based reporting
The following table explains how totals are calculated in interval-based
reporting.

Number Explanation
Calls Calls are counted for the calculated periods
during which they are connected to a terminal. If
a call is connected during two calculated periods
it counts for both.
Conversations Conversations count for the calculated periods
during which they take place.
If a call continues for more than one calculated
period it counts for all periods. You have to take
this into account for technical subtotals and
totals. Logical totals show the factual number of
established calls (one conversation) since the
whole period under consideration is taken into
account for logical calculations.
Only the duration of a conversation during the
period under consideration is taken into account.
Calls in the queue Calls in a queue are counted for the calculated
periods during which they are queued.
Calls on hold Calls on hold are counted for the calculated
periods during which they are on hold.
Back office reporting
In back office reporting, totals are assigned to the period during which the call
entered the system.


272 • Supervision: Reporting module Using IP Office Contact Center User Interface
Calculations
System calculations can result in misinterpretations. To avoid this, learn how
average values, subtotals, and totals are calculated.
Average values
Average calculations refer to the period under consideration in relation to the
resolution of the time axis.
How are average values calculated?
Average statistical subtotals and totals are calculated according to the following
formula.
Ø total =(Ø subtotal 1 +Ø subtotal 2 +Ø subtotal n) / n
Misinterpretations
Average subtotals and totals are not calculated according to the following
formula.
Ø total =(total of n individual values) / n
Exampl e of how average values are calcul ated
The following example shows the calculation of the average ring time. Please
note that if you divide the total of ring times by the total of calls, the average
value is 6.67. However, the Reporting application calculates the average value
of the individual average values and so the average is 6.25.

Period under
consideration
Counted and calculated are
totNNew
<-RC
totNConv
<-RC
totTRingAg
<-RC
Avg. Tring
<-RC
10:00 to 11:00 2 1 15 7.5
11:00 to 12:00 1 1 5 5
Total 20 6.25
Number Minutes Minutes
Maximum values
Maximum values refer to the period under consideration in relation to the
resolution of the time axis.

Using IP Office Contact Center User Interface Supervision: Reporting module • 273
Example 1: Simple report calculation
The following example shows simple reporting.
Prerequisites for example 1
Let us assume the following.
• Reporting is to be created for a team with two agents.
• The period under consideration is from 10:00 AM to 11:00 AM.
• One hour is set as the calculated period
• The resolution of time axis is set to ‘Entire period of time’.
• One call comes in during the period under consideration.
• The conversation lasts for 30 minutes during the period under
consideration. The call rings from 10:20:00 AM to 10:25:00 AM.
The conversation starts at 10:25:00 AM and ends at 10:55:00 AM.
Illustration of example 1
The following illustration shows the time axis with call and conversation.

Call Conv.
10:00 11:00 12:00
Time axis

Counters for example 1
The following counters are evaluated for the example.
• totNNew<-RC (number of calls)
• totNConv<-RC (number of conversations)
• totTRing<-RC (ring time)
• AvgTRing<-RC (average ring time)
• maxTRing<-RC (maximum ring time)
• totTConv<-RC (conversation time)
• maxTConv<-RC (maximum conversation time)

274 • Supervision: Reporting module Using IP Office Contact Center User Interface
Table for example 1
The table below shows what was counted and calculated for the period under
consideration from 10:00 to 11:00.

Period
under
con-
sideration
Counted and calculated are
totNNew
<-RC
totNCon
v<-RC
totTRing
<-RC
AvgTRin
g
<-RC
maxTRi
ng<-RC
totTCon
v<-RC
maxTCo
nv<-RC
10:00 to
11:00
1 1 5 5 5 30 30
Number Minutes

Using IP Office Contact Center User Interface Supervision: Reporting module • 275
Example 2: Reporting for ring time, call, established
call and conversation time
The following example shows how ring times, calls, established calls
(conversations) and conversation times are counted.
Prerequisites for example 2
Let us assume the following.
• Reporting is to be created for a team with two agents
• The period under consideration is from 10:00 AM to 12:00 PM.
• One hour is set as the calculated period.
• The resolution of time axis is set to Total period.
• There are two calls during the period under consideration.
• The conversation lasts for 30 minutes during the period under
consideration. The call rings from 10:35 AM to 10:45 AM. The
conversation starts at 10:45 AM and ends at 11:15 AM.
• A second call rings from 10:55 AM until 11:05 AM. The call is not
answered.
Illustration of example 2
The following illustration shows the time axis with established call and ringing
call.

Call Conv.
10:00 11:00 12:00
Time axis
Call

Counters for example 2
The following counters were evaluated for the example.
• totNNew<-RC (number of calls)
• totNConv<-RC (number of conversations)
• totTRing<-RC (ring time)
• AvgTRing<-RC (average ring time)
• maxTRing<-RC (maximum ring time)
• totTConv<-RC (conversation time)
• maxTConv<-RC (maximum conversation time)

276 • Supervision: Reporting module Using IP Office Contact Center User Interface
Table for example 2 in interval reporting
The table below shows what is counted and calculated for the different periods
under consideration when you use interval reporting.

Period
under
con-
sideration
Counted and calculated are
totNNew
<-RC
totNCon
v<-RC
totTRing
<-RC
AvgTRin
g
<-RC
maxTRi
ng<-RC
totTCon
v<-RC
maxTCo
nv<-RC
10:00 to
11:00
2 1 15 7.5 10 15 15
11:00 to
12:00
1 1 5 5 5 15 15
10:00 to
12:00
2 1 20 10 10 30 30
Number Minutes
Please note how the average ring time (ØTRing<-) and the conversation time
(totTConv<-) depend on the period under consideration chosen for evaluation.
Table for example 2 in back office reporting
The table below shows what is counted and calculated for the different periods
under consideration when you use back office reporting.

Period
under
con-
sideration
Counted and calculated are
totNNew
<-RC
totNCon
v<-RC
totTRing
<-RC
AvgTRin
g
<-RC
maxTRi
ng<-RC
totTCon
v<-RC
maxTCo
nv<-RC
10:00 to
11:00
2 1 20 10 10 30 30
11:00 to
12:00
0 0 0 0 0 0 0
10:00 to
12:00
2 1 20 10 10 30 30
Number Minutes


Using IP Office Contact Center User Interface Supervision: Reporting module • 277

278 • Supervision: Reporting module Using IP Office Contact Center User Interface


Using IP Office Contact Center User Interface Supervision: Reporting module • 279
Cross-checking reporting counters
You can cross-check some counters. This topic provides the respective formulas
and calculations.
You can cross-check counters only if you meet these prerequisites:
Interval reporting:
You cannot cross-check counters within intervals. You can only cross-check
counters of an evaluation for a total period and in the logical total.
Back office reporting:
In back office reporting, you can also cross-check counters within intervals.
Counters for topic reporting
Number of calls to the topic (balance sheet):
totNIncome =totNSucc +totNLost
totNNew +totNRr =totNConvAg +totNConvExtDest +totNConvAutoAg +
totNAban +totNRouted->
Number of topic calls routed to agents:
totNAg =totNConv +totNAbanAg
Number of topic calls routed to external destinations:
totNExtDest =totNConvExtDest +totNAbanExtDest
Counters for agent groups
totN =totNNew +totNOverf<- =totNConv +totNAban +totNOverf->
totNAban =totNAbanWait<=N +totNAbanWait>N<=M +totNAbanWait>M
totNConv =totNConvWait<=N +totNConvWait>N<=M +totNConvWait>M
Counters for agents
totNNew<- +totNPickup<- =totNConv<- +totNAban<- +totNPickup->
totNNew<- = totNNew<-RC + totNNew<-DCInt + totNNew<-DCExt
totNConv<- =TotNConv<-RC +totNConv<-DCInt +totNConv<-DCExt
totNConvAg =totNConvWait<=N +totNConvWait>N<=M +
totNConvWait>M

280 • Supervision: Reporting module Using IP Office Contact Center User Interface
Relationship among different times:
totTConv<- =TotTConv<-RC +totTConv<-DCInt +totTConv<-DCExt
totTService<-RC =TotTConv<-RC +totTHold +totTACW +totTForcedCWC
Note: This formula is valid only if the agent under consideration is working
exclusively with incoming traffic.
totTHold and totTACW count for incoming and outgoing traffic.


Using IP Office Contact Center User Interface Supervision: Reporting module • 281
Features of e-mail reporting
Contrary to dealing with telephone calls, the processing of e-mails can continue
for a much longer time, e.g. for several days. For this reason, reporting
information must already be provided during e-mail processing time.
No difference between interval-based and back
office reporting
For e-mail reporting, there is no difference between interval-based and back
office reporting. The counters are provided for evaluation at the end of the
interval during which the event to be counted, e.g. the arrival of a new e-mail in
the system, occurred. Other counters that record the completion of e-mail
processing can only be evaluated at the end of processing.
Availability of reporting counters
You have to take the calculated period into account when e-mails are counted.
The period under consideration (resolution of the time axis) and the selected
calculated period play an important role for the report evaluation. Please keep
this in mind for all calculations. This also applies to subtotal and total data and
exported data.
Please note the definitions of control time, processing time, processing duration,
and wait time.
Maximum time to accept
The time to accept starts as soon as an e-mail arrives in the agent’s folder.
If the agent does not open the e-mail (E-Mail client in the IP Office Contact
Center UI or Web client) before the maximum time for accepting is over, the
workplace is signed off from the distribution for all agent groups. After the
maximum time to accept is exceeded, the system redistributes the e-mail
according to the task flow set.
You configure the maximum time to accept for topics.
Processing time
The duration between opening and closing an e-mail is called processing time. If
the agent interrupts processing the active e-mail or if the agent logs off (the e-
mail is reactivated after the agent logs in again) these times are not counted as
processing time.
You configure the processing time for topics.
Default for processing time
You can set a default for the processing time of agent groups. The preconfigured
default is 30 minutes.
If an agent’s processing time exceeds the default time, the agent receives a
message to this effect.

282 • Supervision: Reporting module Using IP Office Contact Center User Interface
Wait time
The duration between the arrival of an e-mail at an agent’s inbox and its opening
is called wait time.
Service-oriented topic counter
Some new reporting counters (handling time, service level and Lost/ Successful)
are important for the user. Irrespective of the actual history of an e-mail, the
selected topic is most important from the point of view of the user.
Handling time (processing time)
The processing or handling time is the time between the arrival of an e-mail in
the system and its completion by an agent. Net and gross handling times are
distinguished.
Gross handling time
The gross handling time is the total time between the arrival of an e-mail and its
completion.
Net handling time
The net handling time is the time difference between the arrival of the e-mail in
the system and its completion minus the blocking time of the initial topic during
this interval.
Number of e-mails from point of view of user
All mails that are completed by agents are counted as successful for the initial
topic (totNSucc) regardless of the topic by which the e-mails reached the agents.
For the initial topic, all e-mails are counted as definitively unprocessed
(totNLost) if were deleted by an administrator, even if these e-mails have already
been distributed via several topics.

Using IP Office Contact Center User Interface Supervision: Reporting module • 283
E-mail service factor
The net handling time is the calculation basis for the e-mail service factor. Mails
deleted by an administrator are not taken into account.

E-mail is
received

Handling time (gross)

and
Handling time (net)
Blocking time
E-mail is
completed

10:00 10:45
Time axis
totNnew
10:15 10:30
totNsucc or totNlost
totTHandlgros (+avg, max)
totTHandlnet (+avg, max)


E-mail service factor ESF


Topic counters for internal workflow
E-mails can be cross-checked for each individual save interval. There are
counters for the arrival and exit of mails at the beginning and the end of the
interval.

10:00
totNProcIn
10:15
Time axis
totNProcOut
totNnew
totNtrans<-
totNrouted<-
totNDoneAgent
totNDoneExtern
totNTrans->
totNRouted->
totNDeleted



284 • Supervision: Reporting module Using IP Office Contact Center User Interface
Opening reporting
In order to use the reporting functions, you need the relevant privileges. You
generally work with reporting in the capacity of supervisor or system
administrator.
Necessary privileges
In order to use the reporting functions, you need the relevant privileges. Your
privileges are defined in the Configuration module.

With this privilege You can...
Reporting Utilize reporting.
Topic Perform reporting on topics.
Agent group Perform reporting on agent groups.
Agent Perform reporting on agents.
Show alias only Perform reporting on agents using their alias.
Team Perform reporting on teams.
Telephone Perform reporting on telephones.
Line Perform reporting on lines.
Outbound ACD Perform reporting on outbound ACD
connections.
Voice unit Perform reporting on voice units.
Skill Perform reporting on skills.
System Perform reporting on the system.
PBXs Perform reporting on PBXs.
Definition Generate new reporting.
Automatic reporting Generate automatic reporting.
Delete data Delete report data for a time period.
Parameterize reports Parameterize/edit predefined reports.
Reporting counters
In order for you to evaluate reporting, the relevant reporting counters must be
selected in the Configuration module.
1. Click Administration.
2. Click Configuration.
3. Select Reporting Filters from the Service menu. The available
reporting counters are displayed. The relevant reporting counters must
be selected. You can use the selected counters in reporting.
Opening reporting
Proceed as follows to open reporting.

Using IP Office Contact Center User Interface Supervision: Reporting module • 285
1. Click Supervision.
2. Click Reporting. Reporting appears in the task area.
Icons on the task bar
The Reporting area is represented in the task bar with the following icon.

Views in reporting
There are two methods of operation for reporting. Either you create and edit
reporting or you perform a report evaluation. Depending on the method of
operation, you will see different views in reporting. If you are creating or editing
reporting, you will use the Inspector view. If you are viewing reporting, you will
use the File View.
View: File View
The File View is divided into four areas: the title bar, the tool bar, the Folder
area, and the Reporting files area.
Illustration of areas
The following schematic illustration shows the File View. The relevant areas are
marked red.
Title bar
The highlighted area shows the title bar.


286 • Supervision: Reporting module Using IP Office Contact Center User Interface
Tool bar
The highlighted area shows the tool bar.

Folders
The highlighted area shows the Folder view.

Reporting files
The highlighted area shows the reporting files.

Title bar
The title bar shows the Reporting File - View.
Tool bar
You will find the following icons on the tool bar of the File View.
Icon Command Function

New folder Creates a new folder.

New report Creates new reporting.

Edit Toggles to edit mode.

Delete Deletes reporting.

Full screen Toggles to full screen display.

Work area Toggles to the work area.

Export Exports reporting.

Using IP Office Contact Center User Interface Supervision: Reporting module • 287
Folders and reporting files
Folders
This area shows the folders for reporting in a tree structure. You can use these
folders for a clear layout and arrangement according to topic. You can create
private or public folders. Only you can use private folders. All users with the
respective privileges can use public folders. The default folders cannot be
changed.
Folders are shown in alphabetical order.
Reporting files
The Reporting files area shows the reporting of a selected folder. Reporting is
shown in a table. Type indicates whether a reporting file is private or public.
Only you can use private reporting. All users with the respective privileges can
use public reporting. The default Reporting files cannot be changed. In order to
edit reporting files, the screens have to be copied first
The table shows the following information.
• Name
• Modified
• Status
• Owner
• Priority
• Automatic
• Type
Icons in the Fil e View
The following icons are used in the Folder and Reporting files area.
Icon Explanation

Shows a public folder.

Shows a private folder.

Shows a default folder.

Shows public reporting.

Shows private reporting.

Shows a default reporting.

This folder contains additional folders. Expands the tree
structure.

Collapses the tree structure.

288 • Supervision: Reporting module Using IP Office Contact Center User Interface
Pop-up menus in the File View
You can right-click in the Folder and Reporting files area to open a pop-up
menu. Note that you can only use certain commands in the pop-up menu,
depending on what is selected. Unavailable commands appear in gray.
Pop-up menu: Folders
The following table shows the commands of the pop-up menu in the Folder area.
Command Function
New Folder (public) Creates a new public folder.
New Folder (private) Creates a new private folder.
New File (public) Creates new public reporting.
New File (private) Creates new private reporting.
Add Inserts a folder.
Delete Deletes a folder.
Rename You can rename the selected folder.
Private You can convert a public folder to a private
folder.
Refresh Refreshes the view.
Pop-up menu: Reporting files
The following table shows the commands of the pop-up menu in the Reporting
files area.
Command Function
Open In Work Area Opens the selected reporting in the work
area.
Open Full View Opens the selected reporting in the full
view.
Generate Generates the selected reporting.
Export Exports the selected reporting.
Edit Returns to the Inspector view.
New File (public) Creates new public reporting. You can
name the reporting.
New File (private) Creates new private reporting. You can
name the reporting.
Cut Cuts the selected reporting.
Copy Copies selected reporting into the clipboard.
Paste Inserts reporting.
Delete Deletes the selected reporting. You are
prompted.
Rename You can rename the selected reporting.
Duplicate Copies selected reporting.
Private You can convert a public reporting to
private reporting.
Refresh Refreshes the view.

Using IP Office Contact Center User Interface Supervision: Reporting module • 289
View: Inspector
Like the File View, the Inspector view is divided into four areas: the title bar, the
tool bar, the Elements area, and the Reporting area.
Illustration of areas
The following schematic illustration shows the Inspector view. The relevant
areas are marked red.
Title bar
The highlighted area shows the title bar.

Tool bar
The highlighted area shows the tool bar.

Elements
The highlighted area shows the Elements area.

Reporting
The highlighted area shows the Reporting area.


290 • Supervision: Reporting module Using IP Office Contact Center User Interface
Title bar
The title bar in the Inspector view shows the Inspector and the name of the
reporting.
Tool bar
You will find the following icons in the tool bar of the Inspector view.
Icon Command Function

Save Saves the report data.

Cancel Cancels the current process and
toggles to the File View. The data is
not saved.

Basic data Shows the basic report data.

File view Toggles to the File View.

Full screen Toggles to full screen display.

Work area Toggles to the work area.
Elements
You will find the following elements in reporting.
Icon Element Function

Basic data The basic data shows selected report
properties as text.

Logo The logo shows a selected graphic.

Label You can provide additional comments for
reporting with the label.

Table Shows reporting in table format.

Pie chart Shows reporting as a pie chart

3D pie chart Shows reporting as a pie chart in three-
dimensional (3D) format.

Line graph Shows reporting as a line graph.

Bar chart Shows reporting as a bar chart.

Dividing line Shows a horizontal dividing line.


Using IP Office Contact Center User Interface Supervision: Reporting module • 291
Reporting
You create reporting in the Reporting area of the Inspector view. You use the
elements to do so. You drag and drop the elements to create reporting. You must
enter the basic data accordingly.
Pop-up menu
In the Reporting area, you right-click to access the pop-up menu. The pop-up
menu shows the following commands.
Command Function
Settings Opens the settings of the selected element.
Delete Deletes the selected element.
Element properties
You use the elements to compile reporting as you like.
The elements can be divided into two types.
Elements used for labeling
• Basic data
• Logo
• Label
• Dividing line
Elements that display report values
• Table
• Pie chart
• 3D pie chart
• Line graph
• Bar chart
The properties of the statistics elements are explained in the topic: Properties of
a reporting element.

292 • Supervision: Reporting module Using IP Office Contact Center User Interface
Element: Basic data
You use basic data to represent general report data.
You can adjust the size of the basic data field.
Display tab
You can display the following information.
• Date created
• Editor
• Period
• Weekly restrictions (currently not functional)
• Daily restrictions (currently not functional)
• Display interval (currently not functional)
• Cycle (currently not functional)
You can choose whether to display names and data or just data.
Presentation tab
You can select the presentation for the labeling. The table below lists the
presentation options.
Presentation/Icon Explanation
Font You can select one of the Windows fonts.

A font size of between 8- and 72-point can be
configured.

Changes the font color.

Formats the text in bold.

Formats the text in italics.

Underlines the text.


Using IP Office Contact Center User Interface Supervision: Reporting module • 293
Element: Logo
You can use one or more logos in reporting. The size of the image can be
adjusted. You can assign a link to the image.
Image formats
The following image formats are supported.
• J PG (J PEG stands for J oint Photographic Expert Group)
• BMP (BMP stands for Windows bitmap)
• GIF (GIF stands for Graphics Interchange Format)
• PNG (PNG stands for Portable Network Graphic)
Image selection tab
You can select a graphic in the Image selection tab.

Element: Label
With the label, you can provide additional comments or labeling for reporting.
The size of the label field can be adjusted.
You can use up to 256 characters.
You can select the presentation for the labeling. The table below lists the
presentation options.
Presentation/Icon Explanation
Font You can select one of the Windows fonts.

A font size of between 8- and 72-point can be
configured.

You can select the font color from a color
palette.

Formats the text in boldface.

Formats the text in italics.

Underlines the text.

Left-justifies the text.

Centers the text.

Right-justifies the text.

294 • Supervision: Reporting module Using IP Office Contact Center User Interface
Element: Table
You must specify the following settings for a Table element.
• Settings
• Period
• Output
• Counters
• Reporting type (agent, agent group, dialer, line, skill combination,
system, team, telephone, topic, PBX, voice unit)
Element: Pie chart
You must specify the following settings for a Pie chart element.
• Settings
• Period
• Counters
• Reporting type (agent, topic)
For more information see: Explanations of pie charts and 3D pie charts
Element: 3D pie chart
You must specify the following settings for a 3D pie chart element.
• Settings
• Period
• Counters
• Reporting type (agent, topic)
For more information see: Explanations of pie charts and 3D pie charts
Element: Line graph
You must specify the following settings for a Line graph element.
• Settings
• Period
• Output
• Counters
• Reporting type (agent, agent group, dialer, line, system, team,
telephone, topic, voice unit)

Using IP Office Contact Center User Interface Supervision: Reporting module • 295
Element: Bar chart
You must specify the following settings for a Bar chart element.
• Settings
• Period
• Output
• Counters
• Reporting type (agent, agent group, dialer, line, system, team,
telephone, topic, voice unit)
Element: Dividing line
You can specify the properties of a horizontal line. The dividing line always
covers the entire length of reporting. You can only move the line up or down.
The table below lists the presentation options.
Presentation/Icon Explanation
Line type You can select one of the following line types.


Line width You can set the following values for the line
width.
0.5 pt, 1 pt, 1.5 pt, 2 pt, 3 pt, 4 pt, 5 pt, 6 pt

You can select the line color from a color
palette.

296 • Supervision: Reporting module Using IP Office Contact Center User Interface
Explanations of pie charts and 3D pie charts
You can create a pie chart or 3D pie chart for an agent or topic. The information
displayed varies depending on the type.
Pie chart or 3D pie chart for an agent
A pie chart or 3D pie chart shows an agent's call balance. The call balance
indicates how many calls the agent has received and what happened to the calls.
Call bal ance
The call balance consists of the following counters.
• totNAban<-
• totNConv<-
• totNPickup->
Information about counters
For information on reporting counters, see the relevant documentation.
Pie chart or 3D pie chart for a topic
You can display the success balance, topic balance or conversation balance of a
topic in a pie chart or 3D pie chart.
Success balance
The success balance indicates the number of calls received for the topic and the
number that resulted in a connection. The success balance consists of the
following counters.
• totNLost
• totNSucc
Topic balance
The topic balance indicates how many calls received for the topic and what
happened to the calls. The topic balance consists of the following counters.
• totNRouted->
• totNConvExtDest
• totNConvAutoAg
• totNAban
• totNConvAg

Using IP Office Contact Center User Interface Supervision: Reporting module • 297
Conversation balance
The conversation balance indicates the number of calls that led to a conversation
and the wait times for the calls. The conversation balance consists of the
following counters.
• totNConvWait>M
• totNConvWait>n<=M
• totNConvWait<=N
Information about counters
For information on reporting counters, see the relevant documentation.

298 • Supervision: Reporting module Using IP Office Contact Center User Interface
General properties of reporting
You set the grid, presentation, default type, and size of work area in the general
properties of reporting.
General tab
You can modify the following settings on the General tab.
Name
You can use a maximum of 29 alphanumeric characters for the reporting name.
Size of work area
You can configure the width of the work area between 2 and 3,000 points.
You can configure the height of the work area between 2 and 3,000 points.
Settings
You can switch a grid for reporting on or off. You use a grid for a clearer layout
of the elements.
Width and height
You can configure a width and height for the grid of between 2 and 50.
Exampl e 1
If you configure 2 for the width and height, for example, then a grid point is
shown for every two points on the reporting.

Exampl e 2
If you configure 10 for the width and height, for example, then a grid point is
shown for every 10 points on the reporting.


Using IP Office Contact Center User Interface Supervision: Reporting module • 299
Presentation tab
You can specify the default settings for the reporting presentation. You set the
individual values in the element properties.
Font
You can configure the font, font size, and formatting.
Line
You can configure the line type, line width, and line color.
Background
You can select a background color from a palette.
You can also provide an image.
Color selection
You can select a color from a palette for the following settings.
• Labeling (text color)
• Dividing line (line color)
• Background color
Palette
The following schematic illustration shows the color palette. You can select a
color from the palette. The highlighted square indicates the selected color.


300 • Supervision: Reporting module Using IP Office Contact Center User Interface
Properties of a reporting element
You must configure similar properties for the reporting elements.
Overview of reporting elements and possible
properties
The following table shows the reporting elements and their possible properties.
Element Properties
Table

Settings
Period
Output
Counters
Reporting type (agent, agent group, dialer, line,
skill combination, system, team, telephone,
topic, PBX, voice unit)
Pie chart

Settings
Period
Counters
Reporting type (agent, topic)
3D pie chart

Settings
Period
Counters
Reporting type (agent, topic)
Line graph

Settings
Period
Output
Counters
Reporting type (agent, agent group, dialer, line,
system, team, telephone, topic, voice unit)
Bar chart

Settings
Period
Output
Counters
Reporting type (agent, agent group, dialer, line,
system, team, telephone, topic, voice unit)

Using IP Office Contact Center User Interface Supervision: Reporting module • 301
Settings tab
The following settings are displayed in the Settings tab. You cannot change these
settings.
• Name of reporting
• Public or private reporting
You can change the following settings.
Type of reporting
You can select one of the following types, depending on the element.
Agent, agent group, dialer, line, skill combination, system, team, telephone,
topic, PBX, voice unit
Priority
You can set the priority between 1 and 9. The priority is relevant for automatic
reporting. For example, if two report evaluations are planned for the same time,
the priority determines which evaluation will be performed first.
Tab: Period
In the Time frame tab, you set the time period during which the report data will
be surveyed.
Use settings from basic data
Select this option to use time settings from the basic data. If you change the
basic data, the time settings for the corresponding statistics also change
(inheritance).
Start and end
A month is represented by the days and weekdays. You can set a day for the start
and end of the time frame.
You can change the month with the arrow keys .
You can enter a start time and an ending time in order to automatically generate
hourly statistics. .See: Example for automatic statistics.

Restri ct to
You can limit the time frame to specific days of the weeks and you can also limit
the time of day for report data sampling.
In the table of the times you can enter maximally one day from 00:00 o'clock to
23:59 o'clock. This entry will preset and cannot be deleted.
New entries:
• The time intervalls in the table must ascend.
• A new entry takes place behind the marked line
• Around a new entry to add a time gap must be present.
• There may not be time intervall overlaps (prevented).

302 • Supervision: Reporting module Using IP Office Contact Center User Interface
A table shows the configured times.
Setting Explanation
Beginning Shows the start time.
End Shows the end time.
Duration Shows the duration.

A gray ellipse indicates the selected date.

This day of the week is used. It is shown in
light gray.

This highlighted day of the week is not used for
reporting. The day of the week will be
displayed in dark gray and with diagonal red
lines.

Icons
Icon Explanation
New entry
Inserts a new entry if the six available rows are
not sufficient.
Delete
Deletes the selected entry.

Automatic reporting
Automatic reporting is calculated at the time specified by you, with the specified
cycle and type of output.
You can define the following settings for automatic reporting.

Setting Explanation
Start date You can select a start date or input one directly.
Start time You can select a start time or input one
directly.
Cycle You can set a monthly cycle or a user-defined
cycle. You can set days or hours for the user-
defined cycle.


Using IP Office Contact Center User Interface Supervision: Reporting module • 303
Tab: Output
For the output, you can configure the time-axis resolution, export file, Excel
macro, and table display.
Resolution of time axis
You can select one of the following settings for the time-axis resolution.
• Months
• Weeks
• Days
• Total period
• User-defined (time)
For the time axis, you can choose between total period; total period broken down
into months, weeks, or days; or the total user-defined time broken down into
hours and minutes.
Please note that if you select hours and minutes, the calculation might take
several minutes.
In the graphical presentation the x-axis (horizontal axis) represents the time axis.
You control the time axis with the settings made under Resolution of time axis.
The system automatically controls the presentation of the y-axis (vertical axis).
The evaluated data is presented on this axis.
Depending on the resolution, the system labels the scale of the x-axis or divides
the axis. If the resolution of the x-axis is set to 24 hours, for example, it is not
possible to label the axis.
If your reporting includes a long survey period, e.g. one year, and you select too
small a resolution of the x-axis, e.g. days, your results might be of little
significance.

304 • Supervision: Reporting module Using IP Office Contact Center User Interface
Export fil e
Specifies an export file. If you do not specify an export file, then the name of the
macro file with an added number is used whenever a macro is used.
Name of export file with date and time
You can set that the export file is added with date and time.
The following format is used for the export file.
Name_YYYY-MM-DD_hh-mm.Extension
Example: Test_2011-04-27_07-06.xls
Excel macro
You can specify a macro file and a macro name for an Excel macro.
Table display
You can configure the following settings for the table display.
Option Explanation
Broken down into: Agent

The table is broken down by agents. This
means that the table shows all reporting
counters for Agent X first and then all counters
for Agent Y, and so forth.
Broken down into: Time

The table is broken down into dates. The table
shows the counters chronologically.
Technical total

The technical total adds all results of a counter.
Please note that for conversation/ established
call counters, conversations exceeding the
calculation period are not filtered.
Logical total

The individual values are added for the
mathematic calculation. If a conversation
continued for two calculation periods, this
conversation counts for both calculation
periods. The total of conversations is 2.
In contrast to the technical total, the logical
total refers to the survey period. The total of
conversations would be 1.
Output medium
You must specify the output medium for automatic reporting. You can select one
or more formats for the output medium. You can choose from the following
formats.
• Excel
• CSV
• PDF
• RTF
The host name of your computer is entered automatically for Scheduler.
If you click the This PC button, the host name of your computer will also be
entered.


Using IP Office Contact Center User Interface Supervision: Reporting module • 305
Additionally send as an Email
You can send automatic report as e-mail. An e-mail contains the automatic
statistics as attachments.
To: Enter the email address.
Subject: Specifies a subject. If you do not enter a subject, then the statistic name
is used.
Configure the SMTP server in the module configuration.

306 • Supervision: Reporting module Using IP Office Contact Center User Interface
Tab: Counters
A list shows the available counters and the current counters. You can add or
delete counters in the list of current counters.
Avail able counters
The list of available counters shows the reporting counters in two tabs.
The Telephony tab shows the reporting counters for the Telephony task type.
The E-mail tab shows the reporting counters for the E-mail task type.
The reporting counters are arranged according to topic to ensure a clearer layout.
Icon Explanation

Additional reporting counters are available under the topic.
Expands the tree structure.

Collapses the tree structure.

View
You can choose whether the names or abbreviations of the reporting counters are
displayed.
A pound sign (#) in front of the name of a counter means that the counter is
broken down into topics.
An asterisk (*) in front of the name of a counter means that the counter is broken
down into agent groups.
Please note:
You cannot use reporting counters per topic (#) or per agent group (*) for
graphical presentation.
Description
Each counter consists of an abbreviation, a name, and an explanation. In the
explanation, you will find an exact description of the reporting counter and the
counting method it uses.
Where can you get additi onal information on counters?
You can consult the Reporting counters addendum for an overview of all
reporting counters. This document is available in PDF format.
Tab: Reporting type (agent example)
A list shows the available elements (agent, agent group, dialer, line, skill
combination, system, team, telephone, topic, PBX, voice unit). A list shows the
current (assigned) elements.
You can add or remove an element in the list of current elements.
If you have selected Agent as the reporting type, you can add or remove either
agents or agent groups.

Using IP Office Contact Center User Interface Supervision: Reporting module • 307
Generating reports
The following topics explain the procedure you must use to create reporting.
Generating new reports
Proceed as follows to generate new reports.
1. In Reporting File View, click New report.
or
Right-click in the Reporting files area. A pop-up menu opens. Select
New File (public). Reporting is displayed in the list.
2. Enter a name for the reporting.
Editing reports
Proceed as follows to edit reporting.
1. Select the reporting in the Reporting files area.
2. Click Edit or select Edit in the pop-up menu. The Inspector view
is displayed. The Basic data dialog opens.
3. Configure the basic data.
Configuring basic data
Basic data are useful if you would like to use several tables in a report which
contain identical values in the basic data. This means you won't have to
configure these values in each table individually, since the table elements will be
pre-populated with the basic data.
Settings tab
1. The Basic data dialog is open. The Settings tab is displayed. You
cannot change the name in the basic data.
2. You can select whether the reporting is for private or public use.
3. Select a Reporting type.
4. You can select a priority between 1 and 9.

308 • Supervision: Reporting module Using IP Office Contact Center User Interface
Period tab
1. The Basic data dialog is open. Click on the Period tab.
2. To enter a time period, click the desired start date. Click the required
end date. A gray ellipse indicates the selected date. You can
change the month with the arrow keys .
3. To limit the days of the week, click the relevant day. The day of the
week will be displayed in dark gray and with diagonal red lines.i.e., it
will not be used for reporting. Example:
4. You can limit the times. Double-click an available field under Start to
set the date you want to start recording. Use the arrow button next to the
field. Under Stop, enter the time you want to stop recording. Use the
arrow button next to the field to change the time. The period cannot
exceed 24 hours.
5. To enter additional times, double-click the next available row under
Start. The end time from the previous row is automatically entered as
the time. You can use the arrow button to change the time. If there are
not enough rows, click +New Entry to insert a new row. The sum of
the entered times must not exceed 24 hours.
For how you also use automatic statistics, see: Example for automatic statistics.

Output tab
1. The Basic data dialog is open. Click the Output tab.
2. Define the resolution of the time axis, e.g., the entire time frame.
3. You can output the reporting to a file.
4. For the table display, select a breakdown, such as Agent or Time.
5. You can select the technical and logical totals. Click OK to confirm the
basic data.

Using IP Office Contact Center User Interface Supervision: Reporting module • 309
Inserting and editing labeling elements
The labeling elements basic data, logo, label, and a dividing line are added in
example reporting.
Inserting and editing basi c data
1. You insert basic data in the reporting using a drag-and-drop operation.
2. Right-click the basic data to change the display and presentation. A
pop-up menu opens. Select Settings.
3. You can select which information is displayed and how this information
is presented.
Inserting and editing a logo
1. You insert a logo in the reporting using a drag-and-drop operation.
2. The Text configuration dialog appears. You can select a graphic in
J PG, PNG, BMP, or GIF format.
3. You can create a link to the logo on the General tab. You can then
toggle to the specified realtime information or to another file in the
reporting.
Inserting and editing a l abel
1. You insert a label in the reporting using a drag-and-drop operation.
2. Right-click the label to change the presentation. A pop-up menu opens.
Select Settings.
3. You can change the font and the presentation.
4. Enter the label directly in the field.
Inserting and editing a di viding line
1. You insert a dividing line in the reporting using a drag-and-drop
operation.
2. You can move the dividing line up or down.
3. Right-click the dividing line to change the presentation. A pop-up menu
opens. Select Settings.
4. You can change the line type and line width.

310 • Supervision: Reporting module Using IP Office Contact Center User Interface
Inserting and editing a Table element
Proceed as follows to insert a Table element.
1. You insert a Table element in the reporting using a drag-and-drop
operation. The Properties dialog opens.
2. Enter the reporting type on the Settings tab. You can select a priority.
3. Go to the Period tab. Enter the start and end times in the Period tab. If
necessary, you can limit the day and time.
4. Go to the Output tab. For the Resolution of time axis, you can accept
the Total period default setting or you can customize the resolution.
5. Go to the Counters tab. To add counters, select the counters and click
Add.
6. Go to the tab for the selected reporting type, e.g., Agent. To add an
agent, for example, select the agent and click Add.
7. Click OK to verify the settings.
Editing properti es
1. Right-click the table to edit the properties of a table. A pop-up menu
opens. Select Settings.
2. You can change the settings, the time period, the output, the counters,
and the reporting type.
3. Click OK to verify the settings.

Using IP Office Contact Center User Interface Supervision: Reporting module • 311
Inserting and editing a Pie chart element
Proceed as follows to insert a Pie chart element.
1. You insert a Pie chart or 3D pie chart element in the reporting using a
drag-and-drop operation. The Properties dialog opens.
2. Enter the reporting type on the Settings tab. You can select a priority.
3. Go to the Period tab. Enter the start and end times in the Period tab. If
necessary, you can limit the day and time.
4. Go to the Counters tab. To add counters, select the counters and click
Add.
5. Go to the tab for the selected reporting type, e.g., Agent. To add an
agent, for example, select the agent and click Add.
6. Click OK to verify the settings.
Editing properti es
1. Right-click the dividing line to edit the properties of a pie chart. A pop-
up menu opens. Select Settings.
2. You can change the settings, the time period, the counters, and the
reporting type.
3. Click OK to verify the settings.

312 • Supervision: Reporting module Using IP Office Contact Center User Interface
Inserting and editing a Line graph element
Proceed as follows to insert a Line graph element.
1. You insert a Line graph element in the reporting using a drag-and-drop
operation. The Properties dialog opens.
2. Enter the reporting type on the Settings tab. You can select a priority.
3. Go to the Period tab. Enter the start and end times in the Period tab. If
necessary, you can limit the day and time.
4. Go to the Output tab. For the Resolution of time axis, you can accept
the Total period default setting or you can customize the resolution.
5. Go to the Counters tab. To add counters, select the counters and click
Add.
6. Go to the tab for the selected reporting type, e.g., Agent. To add an
agent, for example, select the agent and click Add.
7. Click OK to verify the settings.
Editing properti es
1. Right-click the dividing line to edit the properties of a line graph. A
pop-up menu opens. Select Settings.
2. You can change the settings, the time period, the output, the counters,
and the reporting type.
3. Click OK to verify the settings.

Using IP Office Contact Center User Interface Supervision: Reporting module • 313
Inserting and editing a Bar chart element
Proceed as follows to insert a Bar chart element.
1. You insert a Bar chart element in the reporting using a drag-and-drop
operation. The Properties dialog opens.
2. Enter the reporting type on the Settings tab. You can select a priority.
3. Go to the Period tab. Enter the start and end times in the Period tab. If
necessary, you can limit the day and time.
4. Go to the Output tab. For the Resolution of time axis, you can accept
the Total period default setting or you can customize the resolution.
5. Go to the Counters tab. To add counters, select the counters and click
Add.
6. Go to the tab for the selected reporting type, e.g., Agent. To add an
agent, for example, select the agent and click Add.
7. Click OK to verify the settings.
Editing properti es
1. Right-click the dividing line to edit the properties of a bar chart. A pop-
up menu opens. Select Settings.
2. You can change the settings, the time period, the output, the counters,
and the reporting type.
3. Click OK to save your settings.
Changing the position of an element
You can change the position of an element as required. To change the position of
an element, follow these steps.
1. Click the element and hold down the mouse button. The pointer shows
a rectangle. A red dotted frame is displayed for the element.
2. Drag the element to the required position.
3. Release the mouse button.

314 • Supervision: Reporting module Using IP Office Contact Center User Interface
Changing the size of an element
You can customize the size of some elements. Tables and dividing lines always
cover the full width. To change the size of an element, follow these steps.
1. Click an element. A red dotted frame is displayed for the element. The
corners are highlighted.
2. Click a corner. You can change the size of the element horizontally,
vertically or in both directions depending on the position on the corner.
The pointer is displayed as an arrow indicating the possible direction.
3. Once you have dragged the element to the required size, release the
mouse button.
Deleting an element
Proceed as follows to delete an element from reporting.
1. Right-click an element to delete it from reporting. A pop-up menu
opens.
2. Select Delete. The Are you sure you want to delete the selected
element? dialog appears.
3. Select Yes. The element is deleted.

Using IP Office Contact Center User Interface Supervision: Reporting module • 315
Editing folders and reports
You can rename and delete folders and reporting and change their assignment
(private or public).
You can duplicate reporting.
You can refresh the view of folders and reporting.
Renaming
Proceed as follows to rename reporting or a folder.
1. Right-click the name of the folder or the reporting. A pop-up menu
opens.
2. Select Rename.
3. You can edit the name directly.
Duplicating
You can generate reporting to be used by default. For example, you can show the
same basic data and logo for all reporting.
Proceed as follows to duplicate reporting.
1. Right-click the reporting. A pop-up menu opens.
2. Select Duplicate.
3. This generates reporting with the previous name plus a number (2). (For
example: reporting (2))
4. You can edit the name directly.
Deleting
Note
When you delete a folder, you are also deleting all of the reporting contained in
the folder.
Deleting
Proceed as follows to delete reporting or a folder.
1. Right-click the folder or reporting. A pop-up menu opens.
2. Select Delete.
3. You are prompted.
4. Click Yes to delete the folder or reporting. The reporting or folder will
be deleted.

316 • Supervision: Reporting module Using IP Office Contact Center User Interface
Refreshing views
When several users are working on the same reporting, it is helpful to refresh the
views. Changes made by other users will be updated in your view. Proceed as
follows to refresh the view.
1. Right-click the Folder or Reporting area. A pop-up menu opens.
2. Select Refresh. The view of the folder or reporting will be refreshed.
Changing assignment (private, public)
When you change the assignment (private, public) of a folder, you can specify
whether you would like to apply this assignment to the respective reporting, as
well.
View option
The following icons indicate whether the folders or reporting are public or
private.
Icon Explanation

Shows a public folder.

Shows a private folder.

Shows public reporting.

Shows private reporting.
Changing the assignment of reporting
Proceed as follows to change the assignment of reporting.
1. Right-click the reporting. A pop-up menu opens.
2. Select Private. The assignment will be changed based on the previous
status (private or public). The reporting icon changes.
Changing the assignment of a folder
Proceed as follows to change the assignment of a folder.
1. Right-click the reporting folder. A pop-up menu opens.
2. Select Private. You are prompted to change the assignment for the
reporting and subfolders, as well.
3. Click Yes to change all assignments.
4. The assignment will be changed based on the previous status (private or
public). The folder icon changes.

Using IP Office Contact Center User Interface Supervision: Reporting module • 317
Generating and viewing reports
You have generated reporting and would like to view it.
Limitation
The number of displays is restricted to ensure that the output is manageable. A
warning message is displayed to this effect. Reduce the reporting parameters
(period, reporting counters, objects).
Generating reports
Reporting that was recorded in the past is generated automatically.
Proceed as follows to generate reporting that has not yet finished being recorded
or has not yet begun to be recorded.
1. Select Generate in the pop-up menu.
2. A green icon in the list of files indicates that a report is
generated. Other functions can not be used.
Generating reports in the workspace
You can generate a new report in the working area.
Prerequisites
To create a report in the workspace, note the following requirements.
• The statistics generator must work.
• You have to be logged on as service.
Generating
1. Click in the workspace Generate.
2. The report is regenerated.
Viewing reports as a full screen
If the reporting is extensive, you can display it as a full screen in order to display
more data on the screen.
Proceed as follows:
1. Generate the reporting.
2. Click Full screen. The reporting will be displayed as a full screen.
3. Click Full screen again to return to the normal view.

318 • Supervision: Reporting module Using IP Office Contact Center User Interface
Generating automatic reports
Automatic reporting is calculated at the time specified by you, with the specified
cycle and type of output.
If an evaluation of the reporting can be expected to take some time because
many parameters have to be taken into account (large number of counters,
extensive period), define the reporting as automatic reporting and have it
calculated during your time off.
Prerequisite
The requirement for automatic reporting is that the Reporting Scheduler
process has been started on your computer or another computer in the network.
Generating automatic reports
Proceed as follows to generate automatic reporting.
1. Follow the normal procedure to create reporting with the relevant
settings and desired elements.
2. Click the Period tab in the basic data.
3. Select Automatic reporting.
4. Enter a date.
5. Go to the Output tab.
6. Enter a name under Export file.
7. Select the required formats under Output medium and under
Scheduler and enter the name of the computer on which the Reporting
Scheduler process is running.
8. Click OK to save your settings. The reporting will be generated
automatically at the specified time. Automatic reporting is located in
C:\Documents and Settings\All Users\Application Data\reporting data

Using IP Office Contact Center User Interface Supervision: Reporting module • 319
Example for Automatic Statistics
The following example shows an application for automatic statistics. Every hour
statistics are generated that display the values of the last hour.
Use the Time Period tab in the basic data to configure the times when and in
which cycle automatic statistics are to be generated.
The following figure shows the settings:

The settings are as follows:

Start time: 7:00 AM
End time: 8:00 AM
Cycle: 1:00 hour
Limitations: 7:00 AM to 12:00 PM
1:00 PM to 6:30 PM


320 • Supervision: Reporting module Using IP Office Contact Center User Interface
The statistics will be generated as follows.

Statistics Time Generated Statistics Period
1. 8:00 AM 7:00 AM to 08:00 AM
2. 9:00 AM 8:00 AM to 9:00 AM
3. 10:00 AM 9:00 AM to 10:00 AM
4. 11:00 AM 10:00 AM to 11:00 AM
5. 12:00 PM 11:00 AM to 12:00 PM
6. 2:00 PM 1:00 PM to 2:00 PM
7. 3:00 PM 2:00 PM to 3:00 PM
8. 4:00 PM 3:00 PM to 4:00 PM
9. 5:00 PM 10:00 AM to 5:00 PM
10. 6:00 PM 10:00 AM to 6:00 PM
11. 7:00 PM 6:00 PM to 6:30 PM
How does the Statistics Scheduler work?
The Statistics Scheduler works in an hourly cycle, for example. However,
statistics are only generated the unlimited area.
Tip for Manual Statistics:
The two input fields limit the time period for a statistic. As a rule, the preset
values (00:00 AM and 11:59 PM) for manual statistics cannot be changed.
If a statistic should be generated that exceeds midnight, you must change the
preset values.
Example
If you want to generate a statistic from 8:00 PM to 4:00 AM, then you must
change both values in the input fields.

Using IP Office Contact Center User Interface Supervision: Reporting module • 321
Exporting reporting data
You can export reporting in the following formats:
• Microsoft®Excel
• CSV
• PDF
• RTF
Output media
You can select one or more formats for the output medium.
Excel
Report evaluations that have been created can be further evaluated and edited
with the Microsoft®Excel spreadsheet program.
The file extension XLS is used.
You need Microsoft®Excel to view and edit an XLS file.
CSV
The CSV format is a text file. Many spreadsheet or database management
programs can import data in CSV format. CSV stands for Character Separated
Values or Comma Separated Values. Individual values are separated by a special
separator, such as a comma. A general standard for this file format does not
exist.
The file extension CSV is used.
You can view s CSV file with a text editor, such as Editor (Notepad).
PDF
Portable Document Format (PDF) is a cross-platform file format for printable
documents developed and published by Adobe Systems.
The file extension PDF is used.
To view a PDF file, you need a PDF reader.
RTF
Rich Text Format (RTF) is a file format for text that was introduced by
Microsoft ®in 1987. The RTF format is used for data exchange among word
processing programs from different manufacturers.
The file extension RTF is used.
You can view and edit an RTF file with Microsoft®Word, for example.

322 • Supervision: Reporting module Using IP Office Contact Center User Interface
File names
Export fil e
You must enter a name for the export file.
Name of export file with date and time
You can set that the export file is added with date and time.
The following format is used for the export file.
Name_YYYY-MM-DD_hh-mm.Extension
Example: Test_2011-04-27_07-06.xls
Macro file and Macro name
You can use a macro for the export. You must enter the macro name and macro
file.
Export folder
You can choose an export folder or use the default folder. The selected folder is
valid for all export files until you change again.
The default folder is set during the installation.
Exporting reports
Proceed as follows to export reporting.
1. You have created and generated reporting to suit your needs. Select the
reporting in the Reporting files area.
2. Click Export or select Export in the pop-up menu. The Export
Reports dialog opens.
3. Enter a file name.
4. Select an output medium. You can also select several output media.
5. You can specify a macro file and a macro name.
6. Click OK. The reporting will be exported in the selected formats. The
Export successful dialog opens.
7. Click OK.
8. You can find the files in the folder C:\Documents and Settings\ All
Users\Application Data\reporting data. You need the relevant programs
to open these files. These programs are included in the IP Office
Contact Center system.

Using IP Office Contact Center User Interface Supervision: Reporting module • 323
Tips and tricks: Supervision reports
This topic contains notes, tips and tricks.
Using macros for Excel
You can specify a macro to export reporting to Excel.
Prerequisites
The example and instructions refer to the following Excel release:
• Microsoft®Office Excel 2003
Note
In the Excel application on the Scheduler computer (Process Statistic Scheduler),
the macro security level must be set to Low. Otherwise, the macro cannot be
executed.
To prevent the macro file from being overwritten by accident, activate the
following option in Excel. If this option is not selected, the name of the macro
file is used when a macro is applied.
1. Under Tools – Options select Save Excel export file.
Recording a macro and using it for reporting output
Proceed as follows to record a macro and use it for the output of reporting.
1. Create reporting as usual.
2. Click Excel to create the Excel file. The report evaluation is generated
as an Excel file.
3. Open the Excel file you created.
4. In Excel, select Tools – Macro – Record New Macro.
5. Enter a name for the macro, such as Macro_1.
6. Perform actions with Excel as you see fit. The macro recorder logs
these actions and saves them to the specified macro. For example, you
can highlight rows with colors or remove columns.
7. To stop recording the macro, click or select Tools – Macro – Stop
Recording.
8. Delete all cells of the Excel file.
9. Save the Excel file to C:\Documents and Settings\All Users\Application
Data\reporting data.
10. You have to enter the macro file and the macro name on the Output tab
of the Reporting application.
11. If you now click Excel in the Reporting application, the specified
macro of the macro file is automatically used for the output data.
Additional options
Another way to create Excel macros is to program them in VBA (Visual Basic
for Applications). This offers far more possibilities than using the macro
recorder. However, as this topic lies outside the scope of this manual, please
refer to the corresponding technical literature for further information.

Using IP Office Contact Center User Interface Supervision: Agent Evaluation • 325
Supervision: Agent Evaluation
Agent Evaluation module
The Agent Evaluation module lets you display a table of presence and break
times for one or all agents. This is also referred to as agent reporting in the IP
Office Contact Center system.
What is Agent Evaluation?
Agent Evaluation is a statistical evaluation of agent activities not related to calls
or e-mails. Agent Evaluation lets you track when and how often agents sign on
and off and take breaks, unlike counter-based reports, which only let you
evaluate the entire presence and break times.
Opening the Agent Evaluation module
Proceed as follows to open the Agent Evaluation module:
1. In the task bar, under Supervisor click Agent Evaluation.
or
1. In the Go to menu select Agent Evaluation.

326 • Supervision: Agent Evaluation Using IP Office Contact Center User Interface
Creating an agent report
Settings for di splay
You enter the following settings for agent reports.

Setting Function
Start Indicates the start time for an agent report.
To change the date, click .
Stop Indicates the end time for an agent report.
To change the date, click .
Agent You can select one or all agents.
Activity You can select all actions or one specific actions.
You can select the following actions.
All
Login/Logout
Sign on/off
Pause

Creating an agent report
To display an agent report on one or all agents, follow these steps.
1. Next to Start, click . Click the required start date.
2. Next to Stop, click . Click the required end date.
3. Select the agent for whom you want to display a report.
4. Select the activities.
5. Click on Search. The data is read from the database. This may take a
few minutes depending on the amount of data. The table with the agent
report is displayed.

Using IP Office Contact Center User Interface Supervision: Agent Evaluation • 327
Tabular display
Agent evaluation reports are displayed as tables underneath the selection screen.
The table shows the following columns.
Agent name
Indicates the name of the agent whose activities are displayed in the row.
Time stamp
Each agent activity is recorded with a time stamp containing the date and time.
Login/logout
If the agent is logged in to the system (regardless of the task type), Login is
displayed.
If the agent is logged off, Logout is displayed.
The Additional info field displays the device number the agent used to log in.
The Additional info field remains empty for other activities.
Sign on/off
Indicates whether an agent has signed on to or out of an agent group.
If the agent is signed on, Sign on is displayed.
If the agent is signed off, Sign off is displayed.
The Additional info field indicates the name of the agent group to which the
agent has signed on or from which the agent has signed out. The field remains
empty for other activities.
Pause
If the agent takes a break and signs off or back on to the system, the Pause on or
Pause off is displayed in the field. The break code is displayed under Additional
info. The field remains empty for other activities.
ACW without call
If an agent for telephony enters wrap-up time without an active call, ACW is
entered. Operation is displayed in the Additional info column. Once ACW is
ended (manually or by the system after 2 hours), off is entered. The Additional
info column does not contain an entry.
Additional info
The Additional info column displays additional information when an activity is
started.
It displays additional information for the Login/out, Sign on/of, Pause and
ACW activities and if the agent is logged off automatically. For example, if the
system logs the agent off automatically, the login number, agent group and
unknown are displayed.
Task type
Indicates the task type.
Voice for telephony tasks
E-mail for e-mail tasks

328 • Supervision: Agent Evaluation Using IP Office Contact Center User Interface
Paging through information
If the search result contains more than 15 lines of information, you can page
through the information. The number of pages is displayed.
Click >> to view the next page.
Click << to view the previous page.
Click >| to go to the last page.
Click |<to go to the first page.
Sample page di splay
|< << Page 3 of 14 >> >|


Using IP Office Contact Center User Interface Supervision: Contact Evaluation • 329
Supervision: Contact Evaluation
Contact Evaluation module
Use Contact Evaluation to create an advanced report of your customer contacts.
What is Contact Evaluation?
Contact Evaluation is a statistical evaluation that provides information on all task
types (call and e-mail). Unlike counter-based reports, which provide summary
values such as the number of calls, number of conversations, total conversation
times, average conversation times and so on, contact evaluations provide
information on callers, dialed topics, conversation lengths, agents involved and
other information for each task type (telephony and e-mail).
Areas of application for Contact Evaluation
You can use Contact Evaluation for the following areas of application.
Invoicing for customers (i nbound)
• Invoicing is based on services rendered and documented
Reporting user processes
• How do customers communicate with the IP Office Contact Center
system?
• What topics and agents are involved?
• How long do customers communicate and with whom?
Detailed task type processes
• Processes broken down (by task type) for individual IP Office
Contact Center system agents.

330 • Supervision: Contact Evaluation Using IP Office Contact Center User Interface
Opening Contact Evaluation
Proceed as follows to open the Contact Evaluation module:
1. In the task bar, under Supervision click Contact
Evaluation.
or
1. In the Go to menu select Contact Evaluation.
Creating a contact evaluation
Settings for di splay
You enter the following settings for contact evaluations.

Setting Function
Start
Indicates the start time for a contact evaluation.
To change the date, click .
Stop
Indicates the stop time for a contact evaluation.
To change the date, click .
Topic You can select one or all topics.
Task Type
Indicates the task type. You can select all, telephone
or e-mail.
Caller/Sender
You can select all callers or specific callers.
You can enter a telephone number. You can use the
asterisk (*) as a placeholder. The list box is
generated from the data in the database.
Selected address
You can select the numbers or destination addresses
for e-mail to include in the report.
To display a contact evaluation, follow these steps:
1. Next to Start, click . Click the required start date.
2. Next to Stop, click . Click the required end date.
3. Select the topics for which you want to display a report.
4. Select the callers if required.
5. Select the dialed numbers or destination addresses if required.
6. Click Search. The data is read from the database. This may take a few
minutes depending on the amount of data. The table with the contacts is
displayed.

Using IP Office Contact Center User Interface Supervision: Contact Evaluation • 331
Paging through information
If the search result contains more than 15 lines of information, you can page
through the information. The number of pages is displayed.
Click >> to view the next page.
Click << to view the previous page.
Click >| to go to the last page.
Click |<to go to the first page.
To go to a particular page, you can enter the page number (for example 4) and
click go to. The page will be displayed.
Sample page di splay
Page 4 / 14 go to |< << >> >|
Export
You can generate an Excel file or a CSV file for the displayed Contact
Evaluation data.
8. Click Create Excel or Create CSV.
The generated files (with details on date and hour of creation) are to find in the
folder:
C:\Documents and settings\All Users\Documents\reporting data
Exampl e for a generated Excel file:
CR-20090114-1005.xls
CR-Details-20090115-0954.xls
Tabular display
The contact evaluation shows the following information in a table.

Column Comment
Details
Click to display the details (connection
level) for this contact.
Time stamp Displays the contact start time stamp.
Task type Displays the task type, telephone or e-mail.
Caller/Sender Displays the caller number or e-mail
address (if known, otherwise blank).
Selected address Displays the called number (first contact
number called).
Access topic Displays the name of the first topic
involved during the contact.

332 • Supervision: Contact Evaluation Using IP Office Contact Center User Interface
Column Comment
Connection status Displays the contact connection status
(initial connection).
ConnectedDirect (connected without
queue)
ConnectedQueued (connected with queue
without announcement)
ConnectedQueuedAnnounce (connected
with queue and announcement)
DroppedOverload (disconnected by the
system due to overload)
DroppedBusy (disconnected by the system,
busy)
DroppedCanceled (disconnected by the
system by call flow)
AbandonedAlerting (disconnected by caller
during a call)
AbandonedQueued (disconnected by caller
in queue without announcement)
AbandonedQueuedAnnounce
(disconnected by caller in queue with
announcement)
Number of customer records Yes: Contact begins as a manual outbound
call (outcc).
No: Other
Number of customer
connections
Yes: Contact begins as a dialer call.
No: Other
Chargeable time of connection Displays the total chargeable caller
connection times for the entire contact.
Customer ring time Displays the total caller call times for the
entire contact.
Customer conversation time Displays the total caller conversation times
for the entire contact.
Customer time on hold Displays the total caller hold times for the
entire contact.
Customer wait time Displays the total caller wait times for the
entire contact.
Number of consultations Displays the number of attempted
consultations for the entire contact.
Number of consultation calls Displays the number of consultations with
connection for the entire contact.
Consultation speech time Displays the total conversation times in
consultation for the entire contact.
Total ACW Displays the total ACW time for the entire
contact.
Direct topic dial in Yes: Subscriber selected the topic.
No: Other

Using IP Office Contact Center User Interface Supervision: Contact Evaluation • 333
Column Comment
External contact Yes: External contact.
No: Other
Inbound contact Yes: Internal contact.
No: Other
OutCC contact Yes: Contact was an outgoing call center
call.
No: Other
Dialer contact Yes: Contact established using dialer.
No: Other
Voice mail is recorded Yes: Contact begins with recording a voice
mail message.
No: Other
Network overflow Displays the total number of network
overflows for the entire contact.
Tabular display: details
You can view additional details for each contact.
Displaying detail s
1. To display details, click . The details are displayed.
Connection detail s (connections)
The following detailed information is displayed for the connection.

Column Comment
Details If additional topic or destination information is
available for the record, the magnifying glass is
displayed. If you click it, the information is
displayed in the bottom frame. Otherwise the field is
blank.
Time stamp Displays the time the connection started.
Caller/Sender Displays the caller number or e-mail address. If no
information is available, the field is blank.
Caller/Sender Name Displays the caller name from IP Office Contact
Center customer recognition. If no information is
available, the field is blank.
Customer number Displays the customer number from IP Office
Contact Center customer recognition. If no
information is available, the field is blank.
Customer priority Displays the customer priority from IP Office
Contact Center customer recognition. If no
information is available, the field is blank.
Selected address Displays the number called for this connection (even
if the call was routed).

334 • Supervision: Contact Evaluation Using IP Office Contact Center User Interface
Column Comment
first topic Displays the routing topic. If a consultation to a call
center topic is made, the transferred call also
contains the name of the routing topic.
last topic Displays the last topic used (for example, for topic
overflow)
Task type Displays the task type.
Telephone
E-mail
Connection status Displays the contact connection status (initial
connection).
ConnectedDirect (connected without queue)
ConnectedQueued (connected with queue without
announcement)
ConnectedQueuedAnnounce (connected with queue
and announcement)
DroppedOverload (disconnected by the system due
to overload)
DroppedBusy (disconnected by the system, busy)
DroppedCanceled (disconnected by the system by
call flow)
AbandonedAlerting (disconnected by caller during a
call)
AbandonedQueued (disconnected by caller in queue
without announcement)
AbandonedQueuedAnnounce (disconnected by
caller in queue with announcement)
Call time Displays the total call times for all B subscribers or
the time an e-mail remained unread.
Speech-/active time Displays the total conversation times of all B
subscribers (for conferences greater than the
chargeable connection time) or the e-mail processing
time.
Wait time Displays the total wait times for all B subscribers.
The wait time is the time between the start of the
connection and contact with the agent. The total
includes all times in the queue and call times with
the agent. The total equals the total of all wait times
for the associated agent records.
Time on hold Displays the total hold times for all B subscribers.
Chargeable time of
connection
Displays the chargeable connection time (ISDN).
ACW Displays the total ACW times for all B subscribers.
Consultation Displays whether the contact was a consultation.
Yes: Consultation call
No: Other

Using IP Office Contact Center User Interface Supervision: Contact Evaluation • 335
Column Comment
Routed Displays whether the contact was an ACD call.
Yes: ACD call
No: Other (if a consultation call is marked as an
ACD call, this also applies for the transferred
connection.)
Voice mail is
recorded
Displays whether a voice mail message was
recorded.
Yes: Voice mail message recorded
No: Other
Dialer contact Displays whether the call was from the outbound
dialer.
Yes: Call by dialer
No: Other
Network overflow Displays the number of network overflows in this
connection.
Topic information
The following detailed information is displayed for the topic.

Column Comment
Time stamp Displays the time when the call was placed to the
routing topic.
Topic Displays the routing topic. The topic can vary from
the dialed topic if there is a topic overflow.
Destination name Displays the agent name or name of the external
destination when the call is routed to an agent. If
no information is available, the field is blank.
Wait time Displays the wait time in the topic queue.
Announcement Displays the wait time in the topic queue with an
announcement for DSPF, VEA, VU and MHX
announcements.
Announcement script Displays the wait time in the topic queue with a
VEA or DSPF announcement.
VU script Displays the wait time in the topic queue with a
VU announcement.
Welcome
announcement
Displays the wait time in the topic queue with a
welcome announcement (VEA, DSPF or VU).


336 • Supervision: Contact Evaluation Using IP Office Contact Center User Interface
Destination information
The following detailed information is displayed for the destination.

Column Comment
Time stamp Displays the time when the call was routed to the
agent.
Destination name Displays the destination name (agent or external
destination).
Destination address Displays the destination number (agent or external
destination).
Destination type
Agent group

Displays the agent group used to route the call to the
agent.
Topic Displays the name of the routing topic used to route
the call to the agent.
Wait time Displays the caller's total wait time until the call was
connected to this agent. The total includes all times
in the queue and call times. The agent-specific wait
time restarts from zero following a conversation with
an agent.
Call time Displays the call time on the agent telephone for this
connection.
Speech-/active time Displays the agent's conversation time for this
connection.
Time on hold Displays the agent's hold time for this connection.
ACW Displays the agent's ACW for this connection.
J ob code Displays the job code. If there is more than one job
code, only the last value is saved.


Using IP Office Contact Center User Interface Administration: UI Configuration module • 337
Administration: UI Configuration
module
Structure of the UI configuration module
The UI configuration module lets you can configure a contact bar for a profile
or for agents. You can also assign configured home and Telephony realtime
information to the profiles or to individual agents.
Opening the UI Configuration module
Proceed as follows to open the module.
1. Click Administration on the task bar.
2. Select the UI config module.
3. The module will open.
or
1. In the Go to menu, select UI config.
2. The module will open.

338 • Administration: UI Configuration module Using IP Office Contact Center User Interface
UI Config Control interface
When you open the UI Config module, the UI Config Control view is
displayed.
Related topics
For further information, please refer to the following topics:
• Contact bar configuration
• Configuring home realtime information
• Configuring Telephony realtime information
• Status bar
UI Config Control view
The UI Config Control view is divided into a left-hand area and a right-hand
area.
Folders
The following folders are displayed in the left-hand area.
Icon Folder Explanation

System The systems are displayed in the right-hand area.

Profile The profiles with profile names are displayed in the
right-hand area.

Agent The agents with agent names are displayed in the
right-hand area.
Opening the UI configuration
Proceed as follows to open the UI configuration.
1. Double-click an agent, for example.
2. The UI configuration for agent "name" dialog is displayed.
Updating the view
In the application Configuration a new profile can be created or a profile can be
deleted. In the UI configuration the data are loaded during login. Recent changes
are not visible. In order to see changes, you must update the display. Proceed as
follows.
1. Click the right mouse button in the list of profiles. A context menu
appears.
2. Select Update.

Using IP Office Contact Center User Interface Administration: UI Configuration module • 339
Settings for system, profile and agent
You can set up the following interfaces for a system, profile or agent.
• Contact bar
• Home
• Telephony
• Status bar
• Application
• Realtime Information
Only for profile and agent
The Autostart Realtime Information can set up only for a profile or an agent.
• Autostart Realtime Information
When for the Agent no Autostart Realtime Information is configured, then the
realtime information of the profile is loaded. If the agent has stored for those
monitors window positions, then the window positions of the agents are used.
Otherwise, the window positions of the profile are used.
Tabs
You specify the settings for each interface on a tab.
You can configure the following areas in tabs.
To make changes in the UI Config module, you must have the UI configuration
privilege.
However, if you have the relevant privileges, the following areas can also be
enabled for you.
Tab Necessary privilege Explanation
Contact bar Contact bar
configuration
On the Contact bar tab,
you configure telephone
elements, e.g., for an
agent.

Home Home configuration On the Home tab, you
configure home realtime
information, e.g., for an
agent.
Telephony Telephony
configuration
On the Telephony tab,
you configure the
Telephony.
Autostart RT
Information
UI configuration In the Autostart realtime
information tab, select the
realtime information to be
displayed on startup.
Status bar Status bar configuration The Status bar tab allows
you to set whether the
work and break hours, e.g.
for an agent, are being
displayed.

340 • Administration: UI Configuration module Using IP Office Contact Center User Interface
Tab Necessary privilege Explanation
Application UI Config. Application You can select an active
view when starting an
application.
Realtime Information Grid color
configuration

Turn off flashing of the
taskbar on realtime
information alarms
You can define colors for
grid elements at the
Realtime Information tab.
You can turn on or turn off
the flashing of the taskbar
on realtime information
alarms. A change will
take effect only when an
agent logs in again.

Configuring the contact bar
Proceed as follows to configure the contact bar.
1. Double-click an agent, for example. The UI configuration for agent
"name" dialog is displayed.
2. Click the Contact bar tab.
3. Select the telephone elements.
4. Click OK.


Using IP Office Contact Center User Interface Administration: UI Configuration module • 341

Configuring the home module
Proceed as follows to assign home realtime information to other agents.
1. Double-click an agent, for example. The UI configuration for agent
"name" dialog is displayed.
2. Click the Home tab.
3. Select realtime information.
4. Click OK.
Configuring the Telephony module
Telephony for the module you can configure the following settings.
Current Telephony
You can select a Firstscreen or use the default.
In the foreground with dialer calls
You can set that the firsr screen module appears when a call is distributed from
the dialer.
Current quick bar
You can select a quick bar or use the default.
Adding Autostart realtime information
Proceed as follows to add Autostart realtime information.
1. Double-click an agent, for example. The UI configuration for agent
"name" dialog is displayed.
2. Click the Autostart Realtime Information tab.
3. In the UI configuration for agent, you can either use the default or
select a monitor. To select a monitor, remove the option Default. Click
Add.
4. Select realtime information.
5. Click OK.
Configuring the status bar
Proceed as follows to configure the status bar.
1. Double-click an agent, for example. The UI configuration for agent
"name" dialog is displayed.
2. Click the Status bar tab.
3. Select the desired option.
4. Click OK.

342 • Administration: UI Configuration module Using IP Office Contact Center User Interface
Selecting an Active View
You can select one of the following modules for an active view. The selected
module is displayed after starting the IP Office Contact Center UI application.
Possibl e Views
• Address Book Admin
• Agent Evaluation
• Dialer
• Email
• Telephony
• Home
• IVR Editor
• Configuration
• Contact Evaluation
• Realtime information
• Protocol
• Statistics
• Task Flow Editor
• Text Block Admin
• UI Configuration
• E-mail configuration
Selecting
9. To select an active view, click on the Application tab in the UI
Configuration dialog box .
10. Select a view.
11. Click OK.

Using IP Office Contact Center User Interface Administration: UI Configuration module • 343
Configuring Colors for Keys and Pie Charts
For system states, profiles or agents you can change colors and key text on some
Realtime Information. Key colors are defined by default. Color for Absent can
not be changed.
Color modification affects following Reatime Information:
• Pie chart
• Agent status for AG (grid)
• Agenten status for team (grid)
• Workplace status
Changeable states
Color for Asent can not be modified. Following states can be changed. Default
colors are displayed.
State Background color Text color
Present

Grey

Pause

Grey

Non ACD active

orange

Free

yellow

ACD active

green


Color configuration of gri d elements for a system
Proceed as follows to configure colors for a system.
12. Click System in UI Configuration dialog.
13. Double click on the default interface. The Dialog UI
Configuration Default Interface is displayed.
14. Click Monitoring tab.
15. Click the color to be modified. The dialog Select Colors is
displayed.
16. Select the color.
17. Click OK.
18. To restore the default setting, click on the button next to the
modified color.
19. Click OK.

344 • Administration: UI Configuration module Using IP Office Contact Center User Interface
Configuring Colors of Gri d Elements for Profiles or Agents
Default colors are set for profiles or agents.
To change colors for a profile or an agent proceed as follows.
20. Click for example Agent in UI Configuration dialog.
21. Double click an agent. The dialog UI Configuration for Agent
“name” is displayed.
22. Click Realtime Inormation tab.
23. Click the check-box Standard to remove theselection.
24. Click the color to be modified. The dialog Select Colors is
displayed.
25. Select the color.
26. Click OK.
27. To restore the default setting, click on the button next to the
modified color.
28. Click OK.
To restore the default settings, select the check-box Standard.


Using IP Office Contact Center User Interface Administration: UI Configuration module • 345

346 • Administration: additional modules Using IP Office Contact Center User Interface
Administration: additional
modules
Administration task bar
You can work with different modules in the Administration area.
Prerequisite
You must have the necessary privileges to display the modules and to be able to
use them. Each module has additional privileges that define the functions you
can use in the module.
Administration task bar
The modules for the Administration area are displayed in the task bar with the
following icons.
Icon Module Explanation

Configuration
You configure all objects of a IP
Office Contact Center system with
the Configuration module. You
also configure system settings.

UI Config
The UI Configuration module lets
you configure the contact bar and
select realtime information for
home and the Telephony.

Task Flow
Editor
The Task Flow Editor module is a
tool that makes it easy for you to
create a task flow set. A task flow
set is the graphical representation
of the message distribution within
a IP Office Contact Center system.

IVR-Editor
You create IVR scripts with the
IVR-Editor module.

Dialer
You use the Dialer module to
work in the outbound area.


Using IP Office Contact Center User Interface Administration: additional modules • 347
Icon Module Explanation

Protocol
The protocol module displays IP
Office Contact Center system
messages. In general, only system
administrators need these
messages.

E-mail
configuration
You configure e-mail settings with
the E-mail configuration module.

Textblock
admin
You create templates with the
Textblock admin module.

Address book
admin
You configure address books with
the Address book admin module.


348 • Administration: additional modules Using IP Office Contact Center User Interface
Overview of additional modules
You can use additional modules if you have the necessary privileges. The
following sections describe these modules and their functions.
Configuration module
What can you configure?
The Configuration module is the central application of a IP Office Contact
Center system for configuring objects. The other modules use these configured
objects.
You configure all objects of a IP Office Contact Center system with the
Configuration module. You also configure system settings. You can change
configurations and delete objects.
Task Flow Editor module
What is the Task Flow Editor?
The Task Flow Editor module is a tool that makes it easy for you to create a
task flow set. A task flow set is the graphical representation of the message
distribution within a IP Office Contact Center system. The message distribution
determines how messages are handled within the IP Office Contact Center
system and which processes are initiated. Messages can be telephone calls, voice
messages or e-mails. The Task Flow Editor module uses icons to display the
task flow. For a better overview, a task flow set is divided into groups, task
flows, and macros. You can use a macro if you want to use the same process in
other task flows without having to create the same sequence of processes again
in each task flow. A macro can be used in as many task flows as you like.
Once you have created a task flow, you can monitor it, activate it, set it as a
default task flow set, print it out, and export it.

Using IP Office Contact Center User Interface Administration: additional modules • 349
IVR-Editor module
What is the IVR-Editor?
The IVR-Editor is part of the IP Office Contact Center system. IVR stands for
Interactive Voice Response.
Uses
The IVR-Editor module is used in the IP Office Contact Center system in
conjunction with voice control.
IP Office Contact Center system
In the IP Office Contact Center system, this module is installed together with the
UI. The IVR-Editor module is an optional application. You use the
Configuration module to configure the voice control environment.
VoiceControl Standalone
With a VoiceControl standalone system you have to install the IVR-Editor
module on a client or the server. For a VoiceControl standalone system you also
configure the voice unit (VU) settings with the IVR-Editor module.
What can you do with the IVR-Editor module?
You create IVR scripts with the IVR-Editor module.
IVR script
An IVR script has the following functions.
• It determines which process is requested.
• What is done with a connection?
• Which announcements are played to a caller?
• Which entries can/ does the user have to make?
• What happens with the user's entries (voice mail, entry in the
database, etc.)?

350 • Administration: additional modules Using IP Office Contact Center User Interface
Dialer module
You use the Dialer module to configure the outbound area.
What is the outbound functionality?
The outbound dialer is the part of the IP Office Contact Center system that
initiates automatic outbound calls. Outbound does not necessarily mean that an
agent calls a subscriber of the public network.
If a telephone survey were conducted within a company, for example, this would
also be an outbound application.
What does outbound mean?
It is the task of the outbound part of a IP Office Contact Center system to initiate
calls from the IP Office Contact Center system and assign successful
connections to available agents. Call jobs are the basis for this process. In a IP
Office Contact Center system, a job is initiated for a topic.
Like the inbound part, the outbound part is controlled by the programmable call
distribution (task flow set). Thus the status of an outbound call can be monitored
as well. However, the distribution cannot be manipulated.
Where is the outbound functionality used?
The outbound functionality increases agent productivity. The outbound part of a
IP Office Contact Center system can be used for the following actions.
• Informational campaigns
• Advertising campaigns
• Callback requests

Using IP Office Contact Center User Interface Administration: additional modules • 351



352 • Administration: additional modules Using IP Office Contact Center User Interface
Protocol module
The protocol module displays IP Office Contact Center system messages. In
general, only system administrators need these messages.
Prerequisite
To use the module protocol, you need at least one of the following privileges.
• Realtime information
• Configuration
• TaskFlow editor
• Dialer
• IVR editor
• Wallboard
Opening the Protocol module
To display the Protocol module, follow these steps:
1. In the task bar, under Administration click Protocol.
or
1. In the Go to menu select Protocol.
Protocol information
The Protocol module displays the following information in a table. To interpret
messages, contact your system administrator.
Information Function
Date/Time Shows the date and time when the event occurred.
Code Shows a message code.
Description Shows a description of the message code.



Using IP Office Contact Center User Interface Administration: additional modules • 353
E-mail configuraton
You configure a E-mail system with the E-mail configuration module.
Textblock admin module
What is Textblock Admini stration?
In the E-mail module, agents can use existing text blocks. The Textblock
Administration module is used to create and update these text blocks.
For the topics, you can create automatic replies (autoreply) and assign them to
the topics.
The Textblock Administration module is a Web user interface.
Functions
You can use the following functions with the Textblock Administration
module:
• Create, change and delete text blocks
• Create text blocks in foreign languages
• Rename text blocks
• Arrange text blocks by category
• Format text blocks
• Assign text blocks to topics
• Create, change and delete autoreply templates
• Assign an autoreply template to a topic
• Use placeholders in text blocks and autoreply templates


354 • Administration: additional modules Using IP Office Contact Center User Interface
Address book admin module
What is Address book administration?
An address book functionality is integrated in the E-mail module. The address
books shown in theE-mail module are provided by the address book server.
Which address books an agent is able to use in the E-mail module is set in the
configuration of the address book server. Use the Address book administration
module to edit the configuration of the address book server.
The Address book administration module is a Web user interface.
Functions
You can use the following functions with the Address book administration
module:
• Add, modify, and delete address books
• Add, modify, and delete address book profiles
• Edit settings of the address book server
• View import log

Additional information
For more information on the modules, see the user manual for the specific
module or the Online help.


Using IP Office Contact Center User Interface Glossary of Terms • 355
Glossary of Terms
Term1
Type definition here.
Term2
Type definition here.

Using IP Office Contact Center User Interface Glossary of Terms • 357

Using IP Office Contact Center User Interface Index • 359
Index
A
About MainFramework 42
access code 74
ACD 237
ACD call 210
Acknowledgement of receipt 158
Action bar 107
Actions
general 115
on documents (email/SMS/fax) 113
transmission job 115
ACW 68, 89, 90
Address books 141
Agent functions 105
Agent group
Creating a profile 41
Deleting a profile 41
Signing on 39
Signing out 40
Agent group table 219
Agent status 107, 117
Agent status (grid) 235
Agent status list 209
Alphanumeric display 200, 201
Answer 67
application
configuration 350
Archive 112, 132
Areas 107
Assistance 68
Attachment 157, 162
Attachments 123
Automatic login 38
B
Background 191
background color 196
Background color 196
Bar chart 226
Break
Denying 24
Ending 24
initiating 26
Starting 24
Bullets 110
C
Calculations 262
Chart 240
Closure 68, 92
Coach 68
Coaching 83
color palette 196
Column width 121
Columns 108, 119, 120, 121
Commands 108
Completed 112, 131
Conference 67
Consultation 67
contact bar 58, 61
Contact bar 340
Contact bar configuration 339
Contact information lines 58, 61
Contents 30
Cost center 158
Cover sheet 159
Create Address Import File 108
CSV 148, 151, 152
D
Data records 149
Deferred 112, 127
delegate 156
Delete 184
Deleted 112
Destination 145
Dial 67
Dialer table 220
Distribution list 142, 144, 150
Document list 107
Download 162
Drafts 128
Draw mode 189
DTMF 68, 91
DTSF 263
Duplicate 184
E
Edition 16
Email 137
Emergency 68
Error handling 148
external 74
F
Fax 68, 93, 137
File View 183, 184
Folders 185
Following pages 159
Font 111, 191, 195

360 • Index Using IP Office Contact Center User Interface
Font size 111
Font type
Arial 111
Courier New 111
Times New Roman 111
Verdana 111
format 111
Format 111
Forward 124, 155
Full screen 184
function bar 61
functions 353, 354
G
Grid 191
Gripper 63
Group 225
H
Hang up 67
Header 149
Help 36
Hold call 67
Home configuration 339
Home realtime information 341
Hyperlink 201
I
Icon
UI 28
Icons
Create new e-mail 110
document status 109
Illustration 107
Image 224
Import 152
Import Address Book 108
Import file 148
Importable columns 151
Importing 148
Inbox 112, 114
Individual status (LED) 229
Individual status (parser) 231
Information 15, 16, 42
Inspector 44, 189
internal 74
IVR table 223
J
job code 68, 87
J ob code 68, 115, 126, 157
K
Knowledge 16
L
Label 200
LED 229
Legend 237
Letterhead 159
Line 191
Line number 212
Logging out 26
login status 209
M
Mail header 135
Mailbox folders 107, 112, 118
Making a call
Calling 73
Making calls 70
Answering 70
Conference 77
Consultation calls 76
Ending a conversation 72
Holding calls 81
Redialing 75
Support from supervisor 82
Toggle 78
Transferring 80
Marquee 205
Maximum rows displayed 134
Menu
Edit 29
File 29
Go to 29
Help 30
Home 30, 44
Realtime information 30, 182
Telephony 30, 50
View 29
Menu bar 28, 107
Menus 108
Minimized view 65
Multiselection 113
N
Name 191
Note 115
Notification 146
number 209
Number of opened e-mails per AG 215
O
Options 108, 145
Out of Office 203
Outbox 112
outgoing call 74
Overview 112, 129

Using IP Office Contact Center User Interface Index • 361
P
parser 231
Password 27
Pause 123
phone book 84, 86
Picking up 155
Pie chart 233
Place holder 168
placeholders 86
Pop-up menu 169, 190
Folder 185
Realtime information files 187
Prerequisites 17
UI 23
Presentation 191, 195
Preview 44
Print 161
Printing
manual 17
Private 185
privileges 23
Privileges 170
Problems
printing 17
Process 153
Processing area 108
Processing status 107, 113
Properties 172, 191, 195
Q
Queued emails 213
R
Realtime information 181
Colors 199
Column arrangement 197
Display range 199
Limit values 199
Size 195
Realtime information element
Hide total 197
Properties 195
Realtime information elements 193
Realtime information files 185, 189
Realtime information sheet 191
Recipient 133
Redo 110
Refresh 186
Refresh Options 108
Rename 185
Reply 124, 154
Resubmission 160
Rows 147
RPC 68, 92
S
Scroll 147
search 143
Send 115, 124, 153
Sender addresses 135
Sender ID 159
Sent 112, 129
Separate realtime information 184
Seperator 69
Show Contact Bar Only 29
Show Search Filter 108
signal tab 62
Signature 108
Silent Monitoring 68
Silent Realtime Information 83
Skill combination 216
SMS 137
Sorting 210
Spell check 164
Starting 23
Status bar 107
Status text 119
Structure 16
Style 111
subscriber 86
Suchfilter 133
Supervisor Assistance 83
Supervisor Emergency 83
system administrator 84
T
tags 207
Task Flow Editor 348
Taskbar 33
Telephone key
ACW 90
Answer 70
Assistance 82
Conference 77
Consultation 76, 77, 78, 80
Dial 75
DTMF 91
Emergency 82
Hang up 72
Hold call 78, 81
J ob code 88
Toggle 78
Transfer 80
telephone keys 66
telephone list 85
Telephony configuration 339
Templates 150
terminal state 210
Text blocks 108, 167
Text elements 200
Ticket Id 133
Time 159
title 196
title bar 184
Title bar 28
Toggle 67

362 • Index Using IP Office Contact Center User Interface
Tool bar
Home 45
Realtime information 189
Telephony 52
Toolbar
Realtime information 184
Topic 133
Topic table 221
total line 197
Tracking 171
Transfer 67
Transmission job 115, 160
Transmission job status
Outbox folder 109
Transmission options 158
Transmission priority 158
Transmission settings 143
Transmission status 163
TSF 262
type of default 192
Type of default 191
U
Update options 145
V
Variable 203
Viewer 188
Visible Folders 108
W
Window
Number of columns 198
Work area 35, 121
Work state 209


Sponsor Documents

Or use your account on DocShare.tips

Hide

Forgot your password?

Or register your new account on DocShare.tips

Hide

Lost your password? Please enter your email address. You will receive a link to create a new password.

Back to log-in

Close