Contents
New in this release
Features 5
Offsite Agent log on dialog changes 5
Improved user interface 5
New configuration options for Permanent Connection mode 5
Other changes 6
Windows 7 support 6
Overview of the Offsite Agent desktop application
Offsite Agent Agent Desktop concepts 8
Offsite Agent Connection Modes | 8 | ||
Accessing the Agent Desktop application 8 | |||
Identifying yourself as an offsite agent 8 | |||
Entering your access credentials | 9 | ||
Logging on to the contact center | 9 | ||
Using a PSTN telephone with Agent Desktop 9 | |||
The Agent Desktop client application | 10 | ||
Work item paradigm | 10 |
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Top bar 11 |
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Work list window | 11 |
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Action bar 13 |
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User preferences | 13 |
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Offsite Agent dialog | 14 |
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Offsite Agent user workflow
Preparing an offsite PC for Agent Desktop
Installing the Agent Desktop prerequisites | 23 | |
Installing Agent Desktop | 23 |
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Creating a shortcut to the Agent Desktop | 24 | |
Starting Agent Desktop | 24 |
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Setting Agent Desktop to offsite mode 25 |
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Logging on to Agent Desktop 25 |
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Logging off from and exiting the Agent Desktop 27 | ||
Handling Telephony calls in Permanent Connection mode
Changing your status to Ready 30
Changing your status to Not Ready | 30 |
Accepting a call in Permanent Mode | 30 |
Declining a call in Permanent Mode | 31 |
Making a call in Permanent Connection mode 32
Ending a call 32
Handling Telephony calls in On Demand mode
Changing your status to Ready in On Demand mode 34
Changing your status to Not Ready in On Demand mode 34
Contents
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7
17
21
29
33
26 November 2010 3 |
