Working AS a Call Center Agent | Toshiba Strata CS guide

CHAPTER 17

WORKING AS A CALL CENTER AGENT

CHAPTER CONTENTS

Whether this chapter applies to you . . . . . . . . . . . . . . . . . . . . . . . 17-2

About call centers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17-2

Signing in, signing out, and taking breaks . . . . . . . . . . . . . . . . . . 17-3

Receiving and handling queue calls . . . . . . . . . . . . . . . . . . . . . . . 17-5

Placing calls from a queue . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17-7

Popping up caller information . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17-8

What call center agents need to know to get the job done. . . . . . 17-8

Working remotely . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17-8

BETA DOCUMENT - PRELIMINARY & CONFIDENTIAL

Image 199

Toshiba Strata CS manual Working AS a Call Center Agent

Contents

Client User Guide Publication Information Contents Answering and Handling Calls on the Phone Using the Strata CS Client Using the Extensions View Placing Calls in the Client 11-1 Using the Call Log View 13-1 Using Call Rules 16-1 Customizing Your Client 18-1 Index Page Introducing Strata CS About Strata CS Accessing Strata CSUsing the telephone Using the Strata CS Client application Using the Tapi Service Provider and the CMA Using the Strata CS Web Client Strata CS includes the following documentation Feature comparison tableWhere to get help Strata CS documentation Document Printed Online Book Technical support Recording Your Voice Title and VOICE-MAIL Greeting Recording your voice title About recording your voice title and voice-mail greetingTo record a voice title on the phone Active greeting Recording your voice-mail greetingRecording a new greeting Recording a grab-and-hold greeting Managing your greetings Available space for greetings Page Placing Calls on the Phone To dial an external number About placing calls on the phoneDialing internal and external numbers To dial an internal number If you are prompted to enter an account code Entering account codes when placing calls Putting your current call on hold and placing a new call Switching between callsDialing by name Placing calls while you are already on a call Placing calls with * options Sending a Flash command to Centrex or another PBX Placing calls to an IP address Answering and Handling Calls on the Phone Answering Strata CS calls Using the Flash button on your phoneAnswering a call using call announcing About answering and handling calls on the phone How Strata CS gets the recording of the caller’s name Call waitingCall waiting options To answer any ringing phone Handling calls with the phoneAnswering a call at another ringing phone Receiving a call waiting tone from your telephone company Putting a call on hold Call-handling commands To perform a supervised transfer Transferring a callTransferring one of multiple calls To perform a blind transfer To create a conference call by adding parties Disconnecting from a call and remaining on the lineSending a call to voice mail Creating a conference call To create a conference call from separate calls Parking a callUnparking a call Putting a call on silent hold Enabling and disabling hands-free answering Using hands-free answeringGetting a dial tone to start another call Entering an account code for a call Using voice-first answering Log in to your account Press 5 Forwarding your callsTo turn on call forwarding To turn call forwarding off on the phonePage Working with Voice Messages on the Phone About working with voice messages on the phone Using message indicators Quick-dial to hear your voice mail Voice message telephone commandsListening to your voice messages Customizing voice message playback order To reply to a message Deleting and undeleting messagesReplying to a message Forwarding a message To call back a voice message Sending a message directly to a user’s voice mailCalling back a message To forward a message Voice mail from the caller’s point of view To select a personal status on the telephone Selecting a personal status on the phonePage Using Strata CS AT a Remote Phone Logging in at a remote phone About using Strata CS at a remote phonePlacing calls through Strata CS To log out of Strata CS at a remote phone To place a call through Strata CSTo receive calls at a remote phone To end calls placed at a remote phone Logging off at a remote phone Using ** instead of FlashAnswering Strata CS calls at a remote phone Putting a call on hold at a remote phone Web Client limitations Using the Web ClientUsing the Strata CS Client remotely Accessing the Web ClientPage Using the Strata CS Client Overview of the Client views About the Strata CS Client To log on manually or automatically to the Client Logging on Changing the Strata CS Server and station ID To reset Strata CS so that a password is requiredTo change the Strata CS Server or station ID Logging on as a different user Changing your passwordLogging on with command-line switches Logging on at another workstation Menu bar Exiting the ClientToolbar Folder List Hiding and showing Client window elementsCustomizing the Client display View bar Call Monitor To open a viewGeneral Voice Messages Adding the Calls pane to any open view Open the view to which you want to add the Calls pane Using commands in a viewManaging views and items Adding the Extensions pane to the Call Monitor view To create a new item that is based on an existing item Managing items in the viewsCreating new items Deleting voice messages and other items To delete other items Renaming itemsCutting and pasting items To permanently delete a voice message from your Inbox Dragging and dropping items Copying and pasting items Voice Message Call Log CallExtension Contact Printing items in views Organizing the contents of a view in folders Deleting folders Managing foldersViewing the folder list temporarily Creating folders Moving items between folders Viewing public foldersManaging the Deleted folder Adding folders to the view bar To empty the Deleted folder automatically Sharing views and folders To share a view or folder Deleting shared items Viewing shared folders Using voice file bookmarks Using the audio controlsRecording and playing messages Importing and exporting voice files Importing and Exporting Strata CS itemsImporting and exporting contacts To import contacts from a .CSV file Map the fields as follows To export contacts to a .CSV file Exporting the Extensions view Exporting the Call Log Beta Document Preliminary & Confidential Using Personal Status About personal status Personal Status view Using predefined personal statusesPersonal Status button in the status bar Icon Status Description Personal statuses for all users Additional personal statuses for call center agents Selecting a personal status in the Client Selecting a personal statusSelecting a personal status on the phone Creating a custom personal status Modifying a personal statusTo modify a personal status To create a custom personal status Beta Document Preliminary & Confidential Changing your active settings Personal status and your active settingsChanging your active settings directly Beta Document Preliminary & Confidential Personal status defaults Using the Where I Am default Setting personal status defaultsTo set a personal status to use your defaults To change another user’s personal status Changing the personal status of another user Using the Extensions View Extension view tabs Extensions view Forwarding Extensions view columnsName Ext Title Changing another user’s personal status Seeing the Extensions view elsewhere in the ClientAutomatically switching to the Call Monitor view Placing calls to an extension Receiving and Handling Calls in the Client About receiving and handling calls in the Client Call Monitor view Call Monitor view panes Call Monitor view tabs Selecting and acting on a call in the Call Monitor view Displaying the Call Monitor view automaticallyTo display the Call Monitor view automatically Sending the call to voice mail Commands while a call is ringingDouble-clicking calls Taking the call Select the incoming call, and choose Actions Hold Using grab-and-hold on the callTo listen to a voice message as it is being left To use grab-and-hold on a call See Transferring a call on Commands after you answer a callTransferring a call without talking to the caller first Callback for calls on hold To transfer a call Callback is not available when working at a remote phoneDrag-and-drop transferring Blind vs. supervised transfers Transfer tips for Operator users To play a call you just recorded Recording a callAssociating a call with a contact To record a call To park a call If no one answers the parked callTo answer a parked call from any Client program Creating notes about a call Disconnecting a call while staying on the phoneMuting a call Playing a caller’s name Customized ring patterns Call notification optionsOther options for incoming calls Sharing your Call Monitor view Using the Call Monitor view with hands-free answeringViewing shared calls Enabling and disabling hands-free answering in the Client Using the Call Monitor view with voice-first answering Placing Calls in the Client Placing a call About Placing Calls in the Client Placing calls by using the toolbar Dial field Placing calls by using other contact managers Using dialing services To enter an IP address Entering a phone number by using a dialing serviceTo enter a phone number by using a dialing service To enter a phone number To enter a Centrex or a PBX extension Checking a phone numberTo check a phone number To create a speed dial shortcut Displaying the Call Monitor when you place a callRedialing numbers and returning calls Creating speed dial shortcuts Working with conference calls Adding a party to a conference To conference separate calls together Conferencing separate calls togetherTransferring a conference call To add parties to a conference by dragging and dropping Ending a conference call Using Hold and Disconnect on external callersTo place an external call on hold or disconnect Page Working with Voice Messages in the Client Voice Messages view About working with voice messages in the Client Knowing when you have new messages New message tone To enable the new message toneSystem tray button Stutter dial tone Click OK see Scheduling e-mail and pager notifications on To receive e-mail notification Click OK. See Scheduling e-mail and pager notifications on To receive pager notification Schedule entries Scheduling e-mail and pager notificationsTo define a schedule for notifications 12-8 On holidays. Notifications are sent on holidays Forwarding a voice message Handling your voice messages Select the message Replying to a voice messageTo forward a voice message To reply to all recipients of a message To call a person back Calling back the person who left a voice messageMailing a voice message Broadcasting voice mail Microsoft Exchange Server synchronization Deleting voice messagesAssociating a voice message from Unknown with a contact Deleting a message permanently Marking a voice message Urgent or Private Organizing voice messages in foldersSharing your voice messages Marking a voice message Heard or Unheard To view the amount of space remaining in your mailbox Setting a maximum length for your voice messagesViewing your voice mailbox size Managing greetings Greetings and personal status Using a grab-and-hold greetingGreetings for situations other than voice mail Space for greetings Active greeting Greetings view Mailing a greeting Personal status default greeting Using the Call LOG View Call Log view columns Call Log view Duration FromNumber Start Time Call Details columns Viewing call details Viewing inbound or outbound calls only Hiding and showing the Detail pane Taking notes on a Call Log entryAssociating a call from Unknown with a contact Returning a call in the Call Log view Reporting on the Call Log Page Call Forwarding and Routing Lists Forwarding calls Call forwarding and the Where I Am settingWhere I Am default About call forwarding and routing lists Forwarding calls in the Client Forwarding calls by using the telephone commandsTo turn call forwarding on 14-4 To turn call forwarding off in the Client Call forwarding and voice mail When you hang up, the station reverts to its regular userReceiving forwarded ACD workgroup calls Placing calls at another user’s extension How routing lists move from step to step Using routing listsCaller options while following a routing list Standard routing list Mobile phone issues with routing listsRouting Lists view Routing lists for individual callers To make a routing list the active routing list Personal status default routing listCreating a new routing list Active routing list 14-10 14-11 14-12 Routing calls to workgroups Matching active greetings with active routing lists Using greetings with routing lists 14-15 Page Managing Contacts and Workgroups Contacts view Using contacts foldersUsing the A-Z buttons for quick access About contact management and Strata CS Private and public contacts Using Strata CS Client contactsUsing contacts in another contact manager Managing contacts in the Client Entering a new contact Using the Strata CS Contact Manager AssistantTo run the Contact Manager Assistant CMA To enter a contact’s name and basic information Click OK to close the Phone Number dialog box To enter a contact’s phone numbers Sharing your contacts Teaching Strata CS to recognize your contactsTo record a voice title for a contact Identifying contacts by name Deleting a number from the Incoming Caller ID list Adding phone numbers for contact recognition Click Delete and then click OK Associating a call or caller ID number with a contactTo associate a call with a contact 15-11 Understanding name and number on caller ID Using contact PINs for guaranteed recognition Examples Using workgroupsTo enter a contact PIN Personal and public workgroups Creating a workgroup Workgroups view Calling a workgroup Using Call Rules Determining how the call rule handles calls About call rulesCall Rules overview Distinguishing which incoming calls activate the call rule Examples of how you can use call rules Call Rules view To create a new call rule Creating a new call rule Setting schedule conditions Setting caller conditionsCombining caller and schedule conditions To set a schedule condition Specifying custom hours To have the call rule activate on an individual date To have the call rule activate on a daily or weekly basis Enabling or disabling a call rule To enable or disable a call ruleSelecting how a call rule handles a call To set the priority of a call rule Choosing the priority of a call rule Ignoring all call rules Working AS a Call Center Agent About call centers Whether this chapter applies to youBasic call center terminology Signing Signing in, signing out, and taking breaksSigning out Signing in at another extension Taking a break Receiving and handling queue calls Using the Call Monitor tabs Terminating your wrap-up time early Wrap-up time Marking all calls Placing calls from a queueFinding out how calls are currently marked What call center agents need to know to get the job done Popping up caller informationWorking remotely Customizing Your Client Customizing telephone behavior About customizing your ClientRecording a voice title To record a voice title in the Client Changing the language of telephone command promptsTo change the telephone commands language Customizing or turning off call announcing Internal. Calls from other Strata CS users To customize call announcing or turn it off To customize call waiting or turn it off Customizing or turning off call waiting You are not running the Client Click OK Turning callback for calls on hold on and offChanging your personal Operator Customizing your listing in the dial-by-name directory Changing ring patterns Customizing how long your phone ringsTo customize your dial-by-name listing Enabling and disabling voice-first answering Enabling and disabling hands-free answering Customizing incoming call behavior Setting voice message playback orderCustomizing voice message behavior Defining double-click behavior in the Contacts view Customizing the Client for OperatorsCustomizing the Client display Showing or hiding Client window elements To show or hide columns in a Client view Customizing columnsShowing and hiding columns Moving columns Sorting by column To move columns by using the Show Columns dialog boxChanging how names are displayed Resizing columns Other customization options Page Call announcing commands Telephone Commands Quick Reference Quick call commands Call handling commands Are queue-related Quick commands for call center agents Available Non-Queue Voice Mail/Account menu Logging Have Strata CS hang up # Dial tone to start another call Voice Mail/Account menu commands Personal Status commands Page Command line switches for the Client are Logging on to the Client Using COMMAND-LINE SwitchesPage Reporting Problems Enter the following path Reporting a problem with a specific call or messageTo run the Problem Report Wizard To e-mail the problem report package To save the problem report package to the Strata CS Server Page Advanced button on view bar, 7-8agent Symbols Call forwarding With the Client, with the phone Example of prioritizing, 16-9ignoring Command-line switches, for the Client, B-1 Placing participant on hold, setting up Command-line switches, logging on with, 7-5commandsEntering, 15-13example, 15-13using Private, 15-3public From the Client Ending a call from an outside line with **3 Dialing options Dialing servicesDisconnecting a call Enabling Call rules Extensions pane Using to organize contents of a view, 7-16forwardingGreetings view Terminal, connecting to with the Client Exporting Adding to conference call Importing contacts, 7-24voice files Button Knowing when you have new messages, 12-3listening to Permissions Notification of new e-mail messages schedule entriesPager notification Pasting and copying items, 7-11,7-13PBX extension Routing Lists view overview Editing, 15-3permission to edit, 15-3viewing in Folder ListRecording Creating new, 14-9greetings with Play a recording of the caller’s name over your speakers ViewNotification, call announcing, 4-2call forwarding With voice mail, call rules Creating To call workgroup, 14-13using greetings with Call Monitor view, Routing Lists, 14-8Schedule Notifications Workgroups view Message waiting light, 5-2stutter dial tone