MyAgent User Guide

Documentation
OpenScape Office, myAgent

User Guide
A31003-P1000-U100-9-7619
Communication for the open minded
Siemens Enterprise Communications www.siemens.com/open
Copyright Siemens Enterprise Communications GmbH & Co. KG 2009 Hofmannstr. 51, D-80200 Mnchen Siemens Enterprise Communications GmbH & Co. KG is a Trademark Licensee of Siemens AG Reference No.: A31003-P1000-U100-9-7619 The information provided in this document contains merely general descriptions or characteristics of performance which in case of actual use do not always apply as described or which may change as a result of further development of the products. An obligation to provide the respective characteristics shall only exist if expressly agreed in the terms of contract. Subject to availability. Right of modification reserved. The trademarks used are owned by Siemens Enterprise Communications GmbH & Co. KG or their respective owners.
Communication for the open minded

Siemens Enterprise Communications www.siemens.com/open
Contents
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6 6 6 7 8
1 Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1.1 myAgent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1.2 Types of Topics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1.3 Display Conventions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1.4 User Interface Elements. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2 Installing and Starting myAgent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2.1 Prerequisites for myAgent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2.2 How to Install myAgent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2.3 How to Start myAgent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2.4 How to Uninstall myAgent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
11 11 12 13 13
3 First Steps . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15 3.1 How to Change your Password . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15 3.2 How to Select the Language of the User Interface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16 4 Queues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4.1 How to Assign an Agent to a Queue . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4.2 How to Edit an Agent Assignment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4.3 How to Move an Agent to Another Queue . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4.4 How to Remove an Agent from the Queue . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4.5 How to Display or Hide the Agent Binding List. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4.6 How to Enable or Disable Autosizing of the Agent Binding List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4.7 How to Log into Queues. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4.8 How to Log Out from Queues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4.9 How to Extend the Wrapup Time . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4.10 How to Exit Wrap-up Mode . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4.11 How to Start a Break . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4.12 How to End a Break . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4.13 How to Become Available Again after a Missed Call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4.14 How to Become Available Again from an Overdue Status. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4.15 How to Enable or Disable the Automatic myAgent Screen Pop for Alarms . . . . . . . . . . . . . . . . . . . . . . . . 4.16 How to Enable and Disable the Alarm Tone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4.17 Displaying Queue Details. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4.17.1 How to Display Queue Details . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4.18 GOS (Grade of Service) Graph . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4.18.1 How to Display the Grade of Service Graph. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5 Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5.1 Call Number Formats . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5.2 Call Functions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5.2.1 How to Place a Call on Hold . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5.2.2 How to Configure the Transfer Method. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5.2.3 How to Transfer a Call to a Subscriber . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5.2.4 How to Transfer a Call with a User Button . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5.2.5 How to Transfer a Call to a Queue . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5.2.6 How to Dial a Number . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5.2.7 How to Make Calls from the Caller List. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5.2.8 How to Make Calls with User Buttons. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A31003-P1000-U100-9-7619, 04/2009 OpenScape Office, myAgent, User Guide 17 20 21 22 22 23 23 23 23 24 24 24 25 25 25 25 26 26 27 27 28 29 29 29 30 30 31 31 32 32 33 33
Contents
5.3 Call Processing. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33 5.3.1 How to Answer a Call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36 5.3.2 How to Add Contact Details for the Current Caller . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36 5.3.3 How to Add Information on the Current Caller. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37 5.3.4 How to Edit Information on the Current Caller. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37 5.3.5 How to Delete Information on the Current Caller. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37 5.3.6 How to Display the History of the Current Caller . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38 5.3.7 How to Listen to a Recording of the Current Caller . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38 5.3.8 How to Complete a Call. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38 5.3.9 How to Specify a Wrapup Reason. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38 5.4 Agent callback . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39 5.4.1 How to Execute a Callback . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39 5.4.2 How to Close a Callback . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40 5.4.3 How to Reschedule a Callback . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40 5.5 Caller List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40 5.5.1 How to Display the Caller List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42 5.5.2 How to Display the History of a Caller in the Caller List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43 5.5.3 How to Listen to a Recorded Call from the Caller List. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43 6 Call Monitoring and Assistance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45 6.1 How to Record a Call as an Agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46 6.2 How to Record a Call as a Supervisor . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46 6.3 How to Silently Monitor a Call. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46 6.4 How to Override a Call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47 6.5 How to Request Assistance from the Supervisor . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47 6.6 How to Accept a Request for Assistance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48 7 Directories . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49 7.1 How to Sort a Directory. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50 7.2 How to Add a Contact to an External Directory . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50 7.3 How to Edit a Contact in the External Directory . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51 7.4 How to Delete a Contact in the External Directory . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51 8 User Buttons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52 8.1 How to Display User Buttons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52 8.2 How to Assign a Subscriber to a Button . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52 8.3 How to Sort User Buttons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53 8.4 How to Remove a Subscriber from a Button . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53 8.5 How to Add a Tab with User Buttons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53 8.6 How to Change the Order of Tabs for User Buttons. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54 8.7 Assigning User Buttons Automatically . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54 8.8 How to Delete a Tab with User Buttons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55 9 Presence status . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56 9.1 How to Change the Office Presence Status of a Subscriber . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57 9.2 How to Change the Presence Status of a Subscriber to Office . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58 10 Instant Messaging . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59 10.1 How to Send an Instant Message to a Subscriber . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59 11 Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61 11.1 How to Create Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63 12 Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64 12.1 How to Change your Password . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64 12.2 How to Select the Language of the User Interface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65 A31003-P1000-U100-9-7619, 04/2009 OpenScape Office, myAgent, User Guide
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12.3 How to Change Skin Colors . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12.4 How to Display or Hide the Function Menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12.5 How to Display or Hide the Telephony Bar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12.6 How to Enable or Disable the Dynamic Display of the Telephony Bar . . . . . . . . . . . . . . . . . . . . . . . . . . . 12.7 How to Enable or Disable the Automatic myAgent Screen Pop for Inbound Calls . . . . . . . . . . . . . . . . . . 12.8 How to Enable or Disable the Automatic myAgent Screen Pop on Answering a Call . . . . . . . . . . . . . . . . 12.9 How to Enable or Disable the Minimizing of myAgent on Ending a Call . . . . . . . . . . . . . . . . . . . . . . . . . . 12.10 How to Set the Display Position of the Screen Pop for Missed Calls. . . . . . . . . . . . . . . . . . . . . . . . . . . . 12.11 Automatic Updates. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12.11.1 How to Perform Automatic Updates . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12.12 How to Start OpenScape Office Assistant . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
65 66 66 66 67 67 68 68 68 69 69
13 Appendix . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70 13.1 Permissions of Agents, Supervisors and Administrators . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70 Index. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 72
A31003-P1000-U100-9-7619, 04/2009 OpenScape Office, myAgent, User Guide
Introduction myAgent
1 Introduction
This document is intended for the users of myAgent and describes its installation, configuration and operation. myAgent can be used with the following communication systems: HiPath 3000 V8 and later
Related Topics myAgent Types of Topics Display Conventions User Interface Elements
1.1 myAgent
myAgent is a convenient application for the distribution and handling of calls to and by the agents of a contact center.
myAgent provides the following features: Call processing Agent callback Agent status Presence status Real-time monitoring of queues Record calls Silent monitoring of calls Overriding calls Instant messaging Directories Voice and Fax messages Reports
Related Topics Introduction
1.2 Types of Topics

The types of topics include concepts and operating instructions.
Introduction Display Conventions
Type of topic Concept Explains the "What".
Contents
Caption without a verb as in "Queue Details" or with a gerund as in Displaying the Queue Details. Starts with "How to" followed by a verb, e.g., How to Display Queue Details.
Operating instructions
Describe task-oriented application cases i.e., the "How" and assumes familiarity with the associated concepts.
Related Topics Introduction Display Conventions
1.3 Display Conventions

This documentation uses a variety of methods to present different types of information.
Purpose User Interface Elements Menu sequence Special emphasis Bold > Bold
Presentation Click OK. File > Exit Do not delete Name.
Example
Cross-reference text Italics Output Input Key combination Work Steps and Substeps
You will find more information in the topicNetwork.
Monospace font, e.g., Courier Command not found. Monospace font, e.g., Courier Enter LOCAL as the file name. Monospace font, e.g., Courier <Ctrl>+<Alt>+<Esc> Numbered and alphabetical lists Configure the DSL telephony stations with the associated DID phone numbers. Click Add. Enter the name of the Internet telephony station under Internet Telephony Station.
Alternative Work Steps
Enumeration
If you want to output amounts, select the check box Display amounts instead of units. If you want to output units, clear the check box Display amounts instead of units.
Related Topics Introduction Types of Topics
Introduction User Interface Elements
1.4 User Interface Elements

The user interface of myAgent consists of the main window, the screen pop (i.e., pop-up window) for calls and context menus. The main window consists of the following elements:
7 8
Menu bar (1) with the menu items: File Settings Reports (for supervisors and administrators) Help
Symbol
Toolbar (2) with the following symbols:

Function
Open Admin (only for a supervisor or administrator)
Display / Hide the external directory. Display / Hide the internal directory. Attendant Button Access
Symbol Display / Hide the functions menu. Display / Hide the agent binding list. Display / Hide the telephony controls.
Function
Functions menu (3), which can be hidden or shown Status area with the following symbols:
Symbol Log In or Log Out Function
Available Wrapup Break Change Password Caller List Transfer To Queue Assistance
Agents area: with the agents who have started myAgent
Agent binding list (4), which can be hidden or shown: Shows the assignment of agents to queues. List of Contact Center Calls Shows detailed information on the current calls. Display of Queue Details, GOS (Grade of Service) Graph or Attendant Console Buttons (6), switchable: Queue Details Shows call statistics for the current day in tabular form. GOS (Grade of Service) Graph Shows call statistics for the current day in graphical form. Attendant Console Buttons Provides buttons for fast access to internal subscribers.
Telephony bar (7), which can be hidden or shown, with the buttons:
Answer or Dial (situation-based) Transfer Hold Record the connection status to the HiPath OpenOffice server the software version of myAgent and of the communication system Date and Time
Status bar (8), with information on:
Screen pop for calls The screen pop for calls opens automatically at every call, provided the supervisor has configured this feature in OpenScape Office Assistant. Context menus Context menus provide situation-based actions for selection. Context menus can be opened by clicking on the relevant object with the second (usually the right) mouse button. Related Topics Introduction Call Processing How to Display or Hide the Agent Binding List Call Processing User Buttons How to Select the Language of the User Interface How to Change Skin Colors How to Display or Hide the Function Menu How to Display or Hide the Telephony Bar
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Installing and Starting myAgent Prerequisites for myAgent
2 Installing and Starting myAgent

The installation of myAgent is subject to specific hardware and software requirements.
Related Topics Prerequisites for myAgent How to Install myAgent How to Start myAgent How to Uninstall myAgent
2.1 Prerequisites for myAgent

In order to use myAgent, the client PC of the subscriber must be equipped with the appropriate hardware and software configurations. myAgent can only be used in combination with the following system telephones (HFA): OpenStage, optiPoint 410 and optiPoint 420. Minimum requirements for Clients: Operating system: Microsoft Windows XP (SP2) (32 bit) Microsoft Windows Server 2003 (32 bit) Windows Vista (32 bit) Microsoft Internet Explorer Version 6 (Windows XP and Windows 2003) Microsoft Internet Explorer Version 7 (Windows XP, Windows 2003 and Vista) Mozilla Firefox Version 3 (Windows XP, Windows 2003, Windows Vista and Linux) Adobe Reader 9 2 GHz CPU 512 MB RAM 100 Mbps LAN (1 Gbps LAN recommended) XGA (1024x768) screen resolution
Web browsers: (for reports):
Additional software (for reports) Hardware:
Supported Terminal Server, Citrix Server Microsoft Windows Server 2003 SP2 as Terminal server + Office 2003 SP3 with myPortal for Outlook, myAttendant, Fax Printer and myPortal as installation on the server
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Installing and Starting myAgent How to Install myAgent
Microsoft Windows Server 2003 SP2 as Terminal server + Office 2007 SP1 with myPortal for Outlook, myAttendant, Fax Printer and myPortal as installation on the server Microsoft Windows Server 2003 SP2 as Citrix Presentation Server 4.5 Platinum Edition + Office 2003 SP3 with myPortal for Outlook, myAttendant, Fax Printer and myPortal as installation on the server Microsoft Windows Server 2003 SP2 as Citrix Presentation Server 4.5 Platinum Edition + Office 2007 S13 with myPortal for Outlook, myAttendant, Fax Printer and myPortal as installation on the server
In addition, project-specific releases are possible. Related Topics Installing and Starting myAgent Automatic Updates How to Install myAgent
2.2 How to Install myAgent

Prerequisites: Step by Step: Your PC meets the requirements described under Prerequisites for myAgent. Your Windows user account has local administration rights for the installation. The administrator of your communication system has made the installation file available to you.
1. Perform the installation. 2. Select the myAgent feature. 3. If the User Account Control window appears with the message An unidentified program wants access to your computer., click on Allow. 4. Follow the installation instructions.
Next steps:
Start myAgent. Related Topics Installing and Starting myAgent Prerequisites for myAgent How to Start myAgent How to Uninstall myAgent
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Installing and Starting myAgent How to Start myAgent
2.3 How to Start myAgent

Prerequisites: Step by Step: myAgent is installed on your PC. 1. Click Start > Program Files > Communication Clients > myAgent. 2. Enter your User Name in the Login window. This is usually your station number. If you have any questions, contact your supervisor. 3. Enter your Password. The password when logging on for the first time is 1234. Otherwise, contact your supervisor. 4. Select one of the following options: If you want to start myAgent in the future without entering a password, select the Save Password check box. You can change this option a every start. If you want to start myAgent in the future by entering a password, clear the Save Password check box. NOTICE: Use the Save Password option only if you are sure that no one else has access to your Windows user account. Otherwise, unauthorized users could, for example, potentially access your voicemails and fax messages or redirect your station number to external toll-based destinations. 5. Click Login. Next steps: Change your password after starting myAgent for the first time. Log in to the UCD queues to be available for calls. Related Topics Installing and Starting myAgent How to Install myAgent How to Change your Password How to Log into Queues
2.4 How to Uninstall myAgent

Step by Step: 1. Close myAgent. 2. Click on Programs and Features in the Control Panel. 3. Click on Uninstall in the context menu of Communications Clients entry. 4. Click Continue. 5. In the myAgent Uninstall window, click on Yes.
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Installing and Starting myAgent How to Uninstall myAgent
6. If a message about deleting shared user files appears, click on No to all. Related Topics Installing and Starting myAgent How to Install myAgent
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First Steps How to Change your Password
3 First Steps
The First Steps describe the recommended actions to be taken right at the beginning. Change the password NOTICE: For security reasons, you should change your password after logging in for the first time. Otherwise, unauthorized users could, for example, potentially access your voicemails and fax messages or redirect your station number to external toll-based destinations by simply using the default password. Select the language Select the language of the user interface of myAgent. Related Topics How to Change your Password How to Select the Language of the User Interface
3.1 How to Change your Password

NOTICE: For security reasons, you should change your password after logging in for the first time. Otherwise, unauthorized users could, for example, potentially access your voicemails and fax messages or redirect your station number to external toll-based destinations by simply using the default password.
INFO: You can also change the password via the Phone menu of the voicemail box. Step by Step: 1. Click in the Functions menu on Change Password. 2. Enter your current password in the Old password field. 3. Enter your new password in the New Password and Confirm password fields. The password must not consist of only digits. INFO: The password applies to myAgent, myPortal and myPortal for Outlook as well as phone access to your voicemail.
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First Steps How to Select the Language of the User Interface
4. Click OK followed by OK. Related Topics First Steps
3.2 How to Select the Language of the User Interface

Step by Step: 1. Click Setup > My Preferences. 2. Click on the General Settings tab. 3. Select the Language from the Language: drop-down list. 4. Click Save. Next steps: Close myAgent and restart the application. Related Topics First Steps
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Queues
4 Queues
A queue lines up inbound calls sequentially based on their time of arrival and distributes them to available agents. Supervisors can configure and enable or disable queues in OpenScape Office Assistant. In addition, they can also define the role for every OpenScape Office subscriber as an agent, supervisor or administrator. Agent Assignment (Binding) Administrators can assign agents to one or more queues and define the properties of this assignment. They can also remove agents from queues or move agents between queues. Supervisors, by contrast, can only edit the properties of an agent assignment (binding): Primary Agent or Overflow Agent Calls are distributed uniformly to primary agents. An overflow agent, by contrast, receives a call only if the calls exceed either a specific number or a specified waiting time. Overflow after seconds in queue Wait time for overflow Overflow after calls in queue Number of calls for overflow Skill level Skill levels control the distribution of calls to agents. Agents with higher skill levels are given precedence when calls are distributed. It is only in cases where all agents have the same skill level that the longest idle agent receives the call. Enable agent callback Wrapup time Duration of the default wrapup time in seconds. The wrapup time enables agents to finish any tasks, e.g., administrative tasks, that may be required after completing a call and before receiving the next call.
The Agent Binding List shows which agents are assigned to which queues. Agents can see every queue to which they are assigned there. Supervisors can see all queues. The "Autosize agents list to display full content" option can be used to automatically adjust the width of the list so that all the relevant data such as the queue, agent and date and time of return can be fully displayed. Queue status In the Agent Binding List, the symbol for a queue provides information on its status.
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Queues
Symbol Normal
Status
Alarm for number of waiting calls The number of waiting calls in this queue has exceeded the threshold value. The administrator of the communication system can configure an alarm threshold value for every queue. Supervisors and administrators can activate the following features as alerts for alarms in myAgent: myAgent always on top for alarms alarm tone
Agent Status In the Agent Binding List, the symbol for an agent provides information on his or her status.
Symbol Logged in, primary agent The agent is logged into the queues and is a primary agent in this queue. Such agents can select and log in from any free phone at which they are available for calls. Logged in, overflow agent The agent is logged into the queues and is an overflow agent in this queue. Such agents can select and log in from any free phone at which they are available for calls. Logged out, primary agent The agent is not logged into the queues. In order to be available for calls, he or she must first log into the queues. Logged out, overflow agent The agent is not logged into the queues. In order to be available for calls, he or she must first log into the queues. Phone is ringing Agent is calling Agent is on the phone Call processing after call After completing a call, the agent still has the screen pop of the call open.. In order to be available for new calls, he or she must first close the screen pop of the previous call. Overdue after call After completing a call, the agent has left the screen pop of the call open for too long. In order to be available for new calls, he or she must first close the screen pop of the previous call. X Status Available for calls X
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Queues
Symbol
Status Wrapup time, with indication or remaining time (in seconds) As soon as a call is terminated and the associated screen pop is closed, the agent is automatically in the default wrapup time. On completion of the wrapup time, the agent is automatically in placed the available state. The agent can optionally extend the wrapup time, more than once if needed. In order to be available for new calls, he or she must first terminate the ongoing wrapup time or wait for it to expire. On a break, with indication of time of return The agent specifies the type and scheduled duration at the start of the break. In order to be available for calls again, he or she must log into the queues. The administrator of the communication system configures the available types of breaks. Overdue after break The agent has not completed his or her break although the scheduled break time has expired. In order to be available for calls again, he or she must log into the queues. Missed call The agent has not answered (i.e., missed) a call. The Missed Call screen pop is displayed with the message: You have missed a call. To continue receiving calls, click the button below. In order to be available for calls again, the agent must close the Missed Call screen pop. -
Available for calls
The agent status is also displayed in the Functions menu in the Agents area.
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Queues How to Assign an Agent to a Queue
Statistical information The Queue Details and GOS Graph displays provide statistical information on queues. Related Topics How to Assign an Agent to a Queue How to Edit an Agent Assignment How to Move an Agent to Another Queue How to Remove an Agent from the Queue How to Display or Hide the Agent Binding List How to Enable or Disable Autosizing of the Agent Binding List How to Log into Queues How to Log Out from Queues How to Extend the Wrapup Time How to Exit Wrap-up Mode How to Start a Break How to End a Break How to Become Available Again after a Missed Call How to Become Available Again from an Overdue Status How to Enable or Disable the Automatic myAgent Screen Pop for Alarms How to Enable and Disable the Alarm Tone Displaying Queue Details GOS (Grade of Service) Graph Call Processing Agent callback
4.1 How to Assign an Agent to a Queue

Prerequisites: Step by Step: You are an administrator. 1. Click on Functions menu > Agents. 2. Drag the relevant agents from the Agent Binding List to the desired queue. 3. Select one of the following options: If the agent is to receive calls without regard to the load on the queue, activate the radio button Primary Agent. If the agent is to receive calls only when the queue overflows, activate the radio button Overflow Agent.
4. If you have selected Overflow Agent: a) Enter the Overflow after seconds in value. b) Enter the Overflow after calls in value. 5. Enter a percentage value for the Skill Level of the agent.
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Queues How to Edit an Agent Assignment
6. Select one of the following options: If the agent is to be allowed to receive callbacks, activate the Enable agent callback check box. If the agent is to be prevented from receiving callbacks, clear the Enable agent callback check box.
7. Enter the Automatic wrap-up time in seconds for the agent in this queue. Related Topics Queues How to Edit an Agent Assignment How to Move an Agent to Another Queue How to Remove an Agent from the Queue
4.2 How to Edit an Agent Assignment

Prerequisites: Step by Step: You are a supervisor. 1. Double click in the Agent Binding List on the relevant agent in the appropriate queue. 2. Select one of the following options: If the agent is to receive calls without regard to the load on the queue, activate the radio button Primary Agent. If the agent is to receive calls only when the queue overflows, activate the radio button Overflow Agent.
3. Enter a percentage value for the Skill Level of the agent. 4. If you have selected Overflow Agent: a) Enter the Overflow after seconds in value. b) Enter the Overflow after calls in value. 5. Select one of the following options: If the agent is to be allowed to make callbacks, activate the Enable agent callback check box. If the agent is to be prevented from making callbacks, clear the Enable agent callback check box.
6. Enter the Automatic wrap-up time in seconds for the agent in this queue. Related Topics Queues How to Assign an Agent to a Queue How to Move an Agent to Another Queue How to Remove an Agent from the Queue
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Queues How to Move an Agent to Another Queue
4.3 How to Move an Agent to Another Queue

Prerequisites: Step by Step: You are an administrator. 1. Drag the agent in the Agent Binding List from the relevant queue to the desired queue. 2. Select one of the following options: If the agent is to receive calls without regard to the load on the queue, activate the radio button Primary Agent. If the agent is to receive calls only when the queue overflows, activate the radio button Overflow Agent.
3. If you have selected Overflow Agent: a) Enter the Overflow after seconds in value. b) Enter the Overflow after calls in value. 4. Enter a percentage value for the Skill Level of the agent. 5. Select one of the following options: If the agent is to be allowed to make callbacks, activate the Enable agent callback check box. If the agent is to be prevented from making callbacks, clear the Enable agent callback check box.
6. Enter the Automatic wrap-up time in seconds for the agent in this queue. Related Topics Queues How to Assign an Agent to a Queue How to Edit an Agent Assignment How to Remove an Agent from the Queue
4.4 How to Remove an Agent from the Queue

Prerequisites: Step by Step: You are an administrator. 1. Drag the agent in the Agent Binding List from the relevant queue to the Functions menu. Related Topics Queues How to Assign an Agent to a Queue How to Edit an Agent Assignment How to Move an Agent to Another Queue
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Queues How to Display or Hide the Agent Binding List
4.5 How to Display or Hide the Agent Binding List

Step by Step: 1. Click on Display / Hide the agent binding list in the tool bar. Related Topics Queues User Interface Elements How to Enable or Disable Autosizing of the Agent Binding List
4.6 How to Enable or Disable Autosizing of the Agent Binding List

Step by Step: 1. Click Setup > My Preferences. 2. Click on the General Settings tab. 3. Select one of the following options: If you want to enable autosizing of the agent binding list, select the check box Autosize agents list to display full content. If you want to disable autosizing of the agent binding list, clear the Autosize agents list to display full content check box.
4. Click Save. Related Topics Queues How to Display or Hide the Agent Binding List
4.7 How to Log into Queues

Step by Step: 1. Click on Functions menu > Log In. 2. In the Extension drop-down list, select the station number of the phone you are now using as an agent and click OK. Related Topics Queues How to Start myAgent How to Log Out from Queues
4.8 How to Log Out from Queues

Step by Step: 1. Select one of the following options: If you are not conducting a call at present or receiving a contact center call, click on Functions menu > Log Out.
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Queues How to Extend the Wrapup Time
If you are conducting a call at present or receiving a contact center call, close myAgent. INFO: Any pending contact center call for you will be returned to the queue when you close myAgent.
Related Topics Queues How to Log into Queues
4.9 How to Extend the Wrapup Time

Step by Step: 1. Click on Functions menu > Wrapup Time. INFO: If required, you can repeat the step to obtain additional wrapup time. Result: The wrapup time set for you in this queue begins. Related Topics Queues How to Exit Wrap-up Mode
4.10 How to Exit Wrap-up Mode

Step by Step: 1. Click on Functions menu > Available. Related Topics Queues How to Extend the Wrapup Time
4.11 How to Start a Break

Step by Step: 1. Click on Functions menu > Go on a break. 2. Select the type of break in the Select break type drop-down list. 3. Enter the scheduled Duration in minutes.
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Queues How to End a Break
4. Click OK. Next steps: End the break in myAgent before or when the break time expires. Related Topics Queues How to End a Break
4.12 How to End a Break

Step by Step: 1. Click on Functions menu > Available. Related Topics Queues How to Start a Break
4.13 How to Become Available Again after a Missed Call

Step by Step: 1. Click in the Missed Call screen pop on OK. Related Topics Queues
4.14 How to Become Available Again from an Overdue Status

Step by Step: 1. Click on Functions menu > Available. Related Topics Queues
4.15 How to Enable or Disable the Automatic myAgent Screen Pop for Alarms
INFO: This feature can only be used by supervisors and administrators. Step by Step: 1. Click Setup > My Preferences. 2. Click on the General Settings tab. 3. Select one of the following options:
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Queues How to Enable and Disable the Alarm Tone
If you want myAgent to appear automatically in the foreground for alarm conditions, select the check box Screen pop myAgent when calls hit alarm condition. If you do not want myAgent to appear automatically in the foreground for alarm conditions, clear the check box Screen pop myAgent when calls hit alarm condition.
4. Click Save. Related Topics Queues How to Enable and Disable the Alarm Tone Call Processing
4.16 How to Enable and Disable the Alarm Tone

INFO: This feature can only be used by supervisors and administrators. Step by Step: 1. Click Setup > My Preferences. 2. Click on the General Settings tab. 3. Select one of the following options: If you want to enable the alarm tone, select the check box Play alarm tones when calls hit alarm conditions. If you want to disable the alarm tone, clear the check box Play alarm tones when calls hit alarm conditions.
4. Click Save. Related Topics Queues How to Enable or Disable the Automatic myAgent Screen Pop for Alarms Call Processing
4.17 Displaying Queue Details

The Queue Details display contains a table with statistical information on queues in real time for the current 24-hour period. As an agent you can see every queue to which you are currently assigned. As a supervisor, you can see all queues as well as their total values. The following values are displayed:
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Queues GOS (Grade of Service) Graph
Calls in queue Number Agents Logged In Number Longest Call Queuing Duration of running wait time in seconds for the oldest call Longest Idle Agent Duration of time passed in seconds since receiving the last call Calls Answered Today Number Calls Abandoned Today Number Total Calls Total of answered and abandoned calls (not including the currently queued calls).
Related Topics Queues How to Display Queue Details GOS (Grade of Service) Graph
4.17.1 How to Display Queue Details

Step by Step: 1. Click on Attendant Button Access in the tool bar. Related Topics Displaying Queue Details
4.18 GOS (Grade of Service) Graph

The GOS Graph shows a bar diagram in real time with statistical information on waiting periods in queues and talk times for the current 24-hour period. As an agent, you can see every queue to which you are assigned. As a supervisor, you can see all queues. The following values are displayed: Average time in queue (seconds) Refreshed at every new incoming call. Average talk time (seconds) Refreshed at every new incoming call.
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Queues GOS (Grade of Service) Graph
Avg. G.O.S (percentage value) Indicator of the average waiting time for calls. Refreshed at every completed call. Different percentage values are assigned for specific time intervals. These assignments can be edited in OpenScape Office Assistant by a supervisor.
Related Topics Queues How to Display the Grade of Service Graph Displaying Queue Details
4.18.1 How to Display the Grade of Service Graph

Step by Step: 1. Click above the Queue Details or the Attendant Buttons on Queue Details > GOS Graph or Attendant Buttons > GOS Graph. Related Topics GOS (Grade of Service) Graph
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Calls Call Number Formats
5 Calls
myAgent provides you with call functions, call processing for inbound calls and agent callbacks as well as detailed information on all previous calls in the caller list.
Related Topics Call Number Formats Call Functions Call Processing Agent callback Caller List
5.1 Call Number Formats

Call numbers can be specified in different formats.
Format
Description
Example +49 (89) 722-98765
Canonical Begins with + and always includes the country code, area code and the full remaining station number. Blanks and the special characters + ( ) / - : ; are allowed. Dialable Exactly as you would dial the call number on the phone, always without the trunk access code.
321 (internal) 72298765 (own local network) 08972298765 (external local network) 00498972298765 (international)
Related Topics Calls How to Dial a Number
5.2 Call Functions

You can use myAgent to make calls, place calls on hold or transfer calls. You can usually perform call functions in the screen pop for calls as well as the telephony bar. Placing a Call on Hold The party placed on hold hears Music On Hold or an announcement until you resume the call.
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Calls Call Functions
Transferring a Call The following methods can be configured for transferring calls: Blind transfer (also called an unscreened transfer): You can transfer the call without an answer from the subscriber at the destination of the transfer. In this case, you will receive a screen pop with the prompt: Does the other party wish to accept this call? Consultation transfer: You can transfer the call only if the subscriber at the destination of the transfer answers.
Related Topics Calls How to Place a Call on Hold How to Configure the Transfer Method How to Transfer a Call to a Subscriber How to Transfer a Call with a User Button How to Transfer a Call to a Queue How to Dial a Number How to Make Calls from the Caller List How to Make Calls with User Buttons Call Processing Agent callback Caller List
5.2.1 How to Place a Call on Hold

Step by Step: 1. Select one of the following options: Click on Hold in the screen pop of the call. Click Hold in the Telephony bar. Click on Reconnect in the screen pop of the call. Click Reconnect in the Telephony bar.
2. When you want to resume the call, you have the following options:
Related Topics Call Functions
5.2.2 How to Configure the Transfer Method

Step by Step: 1. Click Setup > My Preferences. 2. Click on the Telephony Control tab.
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3. Select one of the following options in the Transfer Method drop-down list: If you want to use a blind (i.e., unscreened) transfer, select Blind Transfer. If you want to use a consultation (i.e., screened) transfer, select Consultation Transfer.
4. Click Save. Related Topics Call Functions How to Transfer a Call to a Subscriber How to Transfer a Call to a Queue
5.2.3 How to Transfer a Call to a Subscriber

Prerequisites: Step by Step: You have accepted a call. Click on Transfer in the screen pop of the call. Click Transfer in the Telephony bar. 1. Select one of the following options:
2. Click on the Users tab. 3. If you want to restrict the list of subscribers to agents, enable the Display only agents check box. 4. If you want to restrict the list of subscribers to only those that are currently available, enable the Display only available agents / users check box. 5. Click on the desired station and then on Transfer. 6. If you receive a window with the prompt: Does the other party wish to accept this call?, click Yes. 7. Click Close. Related Topics Call Functions How to Configure the Transfer Method How to Transfer a Call to a Queue How to Transfer a Call with a User Button
5.2.4 How to Transfer a Call with a User Button

Prerequisites: You have accepted a call. You have the user buttons displayed; see How to Display User Buttons.
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Step by Step:
1. Click on the user button of the desired subscriber. 2. If you receive a window with the prompt: Does the other party wish to accept this call?, click Yes. Related Topics Call Functions How to Transfer a Call to a Subscriber How to Transfer a Call to a Queue User Buttons
5.2.5 How to Transfer a Call to a Queue

Prerequisites: Step by Step: You have accepted a call. 1. Click on Transfer to Queue in the Functions menu. 2. Click on the desired queue and then on OK. Related Topics Call Functions How to Configure the Transfer Method How to Transfer a Call to a Subscriber How to Transfer a Call with a User Button
5.2.6 How to Dial a Number

Step by Step: 1. Click Dial in the Telephony bar. 2. Enter the phone number in dialable format or in canonical format in the dropdown list for phone numbers in the menu bar and click OK. Related Topics Call Functions Call Number Formats How to Make Calls from the Caller List How to Make Calls with User Buttons
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Calls Call Processing
5.2.7 How to Make Calls from the Caller List

Prerequisites: Step by Step: You have the calls in the caller list displayed. 1. Double-click on the desired call in the caller list. 2. Click on Dial in the screen pop. Related Topics Call Functions How to Dial a Number How to Make Calls with User Buttons How to Display the Caller List How to Display the History of a Caller in the Caller List
5.2.8 How to Make Calls with User Buttons

Prerequisites: Step by Step: You have the user buttons displayed; see How to Display User Buttons. 1. Click on the relevant user button. Related Topics Call Functions How to Dial a Number How to Make Calls from the Caller List User Buttons
5.3 Call Processing

You can use myAgent to answer calls, collect or reference information on the caller, and document how you complete a call. During call processing you can: Add contact details for a caller: You can save the following contact details for a caller for calls with a transmitted call number: First Name, Last Name and Company. These details are saved in the external directory and subsequently displayed in the screen pop for calls from the same number. In this case, the caller's phone number is assigned and set as the Business 1 phone. A supervisor can edit all the contact details in the external directory, except for the Customer ID. View information on the current caller or save details yourself for future calls: This appears with the Date / Time, Type (Note, Question, Warning), Agent and Details.
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View the calls history: The calls history shows details on all previous calls of the same caller with Date / Time, Queue, Agent (call number), Recorded and Type (direction: inbound or outbound). You can also listen to recorded calls via the history. Perform a wrapup: During the wrapup, you document how you have completed a call by indicating a wrapup reason. A wrapup reason could, for example, be as follows: application forms sent to customer. A supervisor can define the wrapup reasons intended for a queue and classify them into groups in OpenScape Office Assistant. When doing so, the supervisor also defines whether the specification of a wrapup reason is mandatory. You can also specify multiple wrapup reasons for a call. By evaluating the wrapup reasons, a supervisor can, for example, track the success of a promotion.
The primary aids for processing calls are the list of contact center calls and the screen pop for calls. List of Contact Center Calls The List of Contact Center Calls shows details on the current calls in real time. As an agent, you can see the calls of every queue to which you are assigned. A supervisor, by contrast, can see the calls of all queues. The following information is displayed: ID A unique number to identify a call. This number is incremented by 1 with each call. Call Status Shows whether the caller is still waiting or on the phone (talking). Queue Q-Pos Position in the queue Wait time Time spent waiting, in seconds Talk Time spent on the phone (talking), in seconds Pickup Time spent, in seconds, from the first ring at this agent until acceptance Callno Call number of the caller, if transmitted Last Name Last Name of the caller, if available with the call number in the external directory First Name First Name of the caller, if available with the call number in the external directory Company Company of the caller, if available with the call number in the external directory
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The List of Call Center Calls can be sorted. Alarm for Waiting Time in Queue Calls for which the waiting time in the queue has exceeded the alarm threshold value are displayed in the List of Contact Center Calls in red. For each queue, a supervisor can configure an alarm threshold value in OpenScape Office Assistant. Supervisors and administrators can activate the following features as alerts for alarms in myAgent: myAgent always on top for alarms alarm tone
Screen Pop for Calls When an inbound call reaches an agent, the screen pop for calls opens automatically for that agent, provided the supervisor has configured this feature in OpenScape Office Assistant. In addition, the agent can also open the screen pop for previous calls in the caller list. The screen pop for calls contains the following items for processing calls in addition to the buttons for call functions: Information on the call: Queue, Call number of the caller (if transmitted), Reference and possibly a Callback Number. Fields for contact details Information on agents for previous calls from the same caller The Wrapup button The Completed drop-down list for callback calls
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The calls history
Related Topics Calls How to Answer a Call How to Add Contact Details for the Current Caller How to Add Information on the Current Caller How to Edit Information on the Current Caller How to Delete Information on the Current Caller How to Display the History of the Current Caller How to Listen to a Recording of the Current Caller How to Complete a Call How to Specify a Wrapup Reason User Interface Elements User Interface Elements Queues How to Enable or Disable the Automatic myAgent Screen Pop for Alarms How to Enable and Disable the Alarm Tone Call Functions Agent callback Caller List
5.3.1 How to Answer a Call

Step by Step: 1. Select one of the following options: Click Answer in the screen pop of the call. Click Answer in the telephony bar.
Related Topics Call Processing
5.3.2 How to Add Contact Details for the Current Caller

Step by Step: 1. Click on Caller Information in the screen pop of the current call. 2. Enter the First Name, Last Name and Company and then click Save. Related Topics Call Processing Agent callback Directories
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5.3.3 How to Add Information on the Current Caller

Step by Step: 1. Click on Caller Information in the screen pop of the current call. 2. Click Add. 3. In the Message type, drop-down list, select either Question, Warning or Note. 4. Enter the Message and then click Save. Related Topics Call Processing How to Edit Information on the Current Caller How to Delete Information on the Current Caller Agent callback
5.3.4 How to Edit Information on the Current Caller

Step by Step: 1. Click on Caller Information in the screen pop of the current call. 2. Click on the desired item in the list of information and then on Edit. 3. In the Message type, drop-down list, select either Question, Warning or Note. 4. Enter the Message and then click Save. Related Topics Call Processing How to Add Information on the Current Caller How to Delete Information on the Current Caller Agent callback
5.3.5 How to Delete Information on the Current Caller

Step by Step: 1. Click on Caller Information in the screen pop of the current call. 2. Click on the desired item in the list of information and then on Delete. Related Topics Call Processing How to Add Information on the Current Caller How to Edit Information on the Current Caller Agent callback
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5.3.6 How to Display the History of the Current Caller

Step by Step: 1. Click on Calls History in the screen pop of the call. Related Topics Call Processing Agent callback
5.3.7 How to Listen to a Recording of the Current Caller

Step by Step: 1. Click on Calls History in the screen pop of the call. 2. Click in the history on the desired call. 3. Click Play. Related Topics Call Processing How to Record a Call as an Agent How to Record a Call as a Supervisor How to Listen to a Recorded Call from the Caller List
5.3.8 How to Complete a Call

Step by Step: 1. Click on Hang Up in the screen pop of the call. 2. If relevant, enter a wrapup reason; see How to Specify a Wrapup Reason. 3. Click Close. Related Topics Call Processing
5.3.9 How to Specify a Wrapup Reason

Step by Step: 1. Click on Wrapup in the screen pop of the current call. 2. Click on the desired group of wrapup reasons on the left. 3. Enable the check box on the right for the relevant wrapup reason. If required, select more than one. 4. If you want to specify a wrapup reason of another group, repeat steps 2 through 3.
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Calls Agent callback
5. Click OK. Related Topics Call Processing Agent callback
5.4 Agent callback

Agent callbacks enable callers in the queue to leave voicemails for agents while retaining their respective positions in the queue. As soon as an appropriate agent becomes free, that agent receives a call, hears the voicemail left by the caller, and can then call back that caller. If the agent reaches the caller, he or she can flag the callback as completed. If the caller cannot reached, the agent can schedule a timed reminder for the callback to be repeated. In order to allow an agent to receive callback calls, this feature must be enabled for the agent by the supervisor in the agent assignment. Related Topics Calls How to Execute a Callback How to Close a Callback How to Reschedule a Callback Queues Call Functions Call Processing How to Add Contact Details for the Current Caller How to Add Information on the Current Caller How to Edit Information on the Current Caller How to Delete Information on the Current Caller How to Display the History of the Current Caller How to Specify a Wrapup Reason
5.4.1 How to Execute a Callback

Prerequisites: Step by Step: You have accepted the callback call and listened to the message of the caller. 1. Click Dial. Related Topics Agent callback How to Close a Callback How to Reschedule a Callback
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Calls Caller List
5.4.2 How to Close a Callback

Prerequisites: Step by Step: You have called back and reached the caller. 1. Click on Hang Up in the screen pop of the call. 2. If relevant, enter a wrapup reason; see How to Specify a Wrapup Reason. 3. In the Completed drop-down list, select the value Yes. 4. Click Close. Related Topics Agent callback How to Execute a Callback How to Reschedule a Callback
5.4.3 How to Reschedule a Callback

Prerequisites: Step by Step: You have called back the caller, but not yet reached him or her. 1. Click on Hang Up in the screen pop of the call. 2. In the Completed drop-down list, select the value No. 3. Click Reschedule. 4. Select the desired date in the Start Date drop-down list and the desired time in the Start Time field and click Reschedule. 5. Click Close. Related Topics Agent callback How to Execute a Callback How to Close a Callback
5.5 Caller List

The caller list shows details on the previous calls. If desired, you can filter these calls by time, queue, agent and other criteria. For each call, the caller list contains the following information: Type of call
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Calls Caller List
Symbol
Type of call Inbound Callback outbound recorded
Call ID Date / Time Queue Agent Queue Time / Attempts Talk Time Pickup Time Call number of the agent Last Name of the agent First Name of the agent Company of the agent Reference Call ID; starts with 1 and is incremented by 1 for each new call. Wrapup Completed Completion note for callback calls Type Inbound, callback, fax or e-mail
For each call in the caller list, there is also a Calls History with the following information on the previous calls of the same caller: Date / Time Queue Agent (Station Number) Recorded
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Calls Caller List
Type Direction: inbound or outbound
Related Topics Calls How to Display the Caller List How to Display the History of a Caller in the Caller List How to Listen to a Recorded Call from the Caller List Call Functions Call Processing
5.5.1 How to Display the Caller List

Step by Step: 1. Click in the Functions menu on Caller List. 2. Select the desired time period in the Start Date, Start Time, End Date and End Time drop-down lists. 3. Select the desired queue or -- All Queues -- in the Queue drop-down list. 4. Select the desired agent or-- All Agents -- in the Agent drop-down list. 5. Select one of the following options: If you want to display outbound calls, select the Display outbound calls check box. If you do not want to display any outbound calls, clear the Display outbound calls check box. If you want to display your e-mail calls, select the Display e-mail calls check box. If you do not want to display any e-mail calls, clear the Display e-mail calls check box. If you want to display your Fax calls, select the Display fax calls check box. If you do not want to display your Fax calls, clear the Display fax calls check box. If you want to display your callback calls, select the Display callback calls check box. If you do not want to display your callback calls, clear the Display callback calls check box.
6. Select one of the following options:
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Calls Caller List
If you want to display only completed calls, select the Display only completed calls check box. If you want to display only incomplete calls, clear the Display only completed calls check box.
10. If you want to sort the caller list in alphanumeric ascending order, click on the title of the corresponding column. Click again to sort in descending order. 11. Click Close. Related Topics Caller List How to Display the History of a Caller in the Caller List How to Listen to a Recorded Call from the Caller List How to Make Calls from the Caller List
5.5.2 How to Display the History of a Caller in the Caller List

Prerequisites: Step by Step: You have the calls in the caller list displayed. 1. Double-click on the desired call in the caller list. 2. Click on Call History in the screen pop. Related Topics Caller List How to Display the Caller List How to Listen to a Recorded Call from the Caller List How to Make Calls from the Caller List
5.5.3 How to Listen to a Recorded Call from the Caller List

Prerequisites: Step by Step: You have the calls in the caller list displayed. 1. Double-click on the desired call in the caller list. 2. Click on Call History in the screen pop. 3. Click in the history on the desired call.
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Calls Caller List
4. Click Play. Related Topics Caller List How to Display the Caller List How to Display the History of a Caller in the Caller List How to Record a Call as an Agent How to Record a Call as a Supervisor How to Listen to a Recording of the Current Caller
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Call Monitoring and Assistance
6 Call Monitoring and Assistance

You can record calls for monitoring purposes and, as a supervisor, also monitor calls silently or override a call. As an agent you can request assistance from the supervisor with silent monitoring or an override if required. Recording a Call Active voice recording is signaled by an advisory tone every few seconds. If the communication system is configured for France, the parties receive an announcement at the start of the recording to indicate that the call is being recorded. After the recording is completed, this is indicated in the voicemail Inbox of the person recording the call. Silent Monitoring of a Call As a supervisor you can listen in on a call unnoticed (called silent monitoring). In order to do this, you must have the authorization for Silent Monitoring in the communication system. Overriding a Call As a supervisor you can also override a call to provide instructions to the agent of the caller without being noticed. In order to do this, you must have the "Discreet Call" authorization in the communication system. Assistance As an agent you can request assistance from the supervisor during a call. When doing so, you can specify the reason and the type of assistance you require: Instant messaging, Silent Monitoring or Override. In addition, by indicating the desired response time, you can indirectly inform the supervisor of the urgency of your request. Every supervisor sees a list of all agents who are currently requesting assistance. This includes the Reason, Time Remaining for an answer, Call Number, First Name, Last Name and Company of the agent as well as the type of assistance desired: Text Assistance Requested (Instant Messaging), Call Intrusion Requested or Silent Monitoring Requested. Instant Messaging is available for every type of assistance. As a supervisor, you can accept or reject a request for assistance. If you do not process a request within the remaining time, it is canceled. Only one supervisor can accept a request. Related Topics How to Record a Call as an Agent How to Record a Call as a Supervisor How to Silently Monitor a Call How to Override a Call How to Request Assistance from the Supervisor How to Accept a Request for Assistance Instant Messaging
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Call Monitoring and Assistance How to Record a Call as an Agent
6.1 How to Record a Call as an Agent

Prerequisites: Step by Step: You have accepted a call. 1. Click Record in the Telephony bar. 2. If you want to stop the recording before the call ends, click on Stop. Related Topics Call Monitoring and Assistance How to Record a Call as a Supervisor How to Listen to a Recording of the Current Caller How to Listen to a Recorded Call from the Caller List
6.2 How to Record a Call as a Supervisor

Step by Step: 1. Click on the relevant call in the List the Contact Center Calls. 2. Select Record Call in the context menu of the call. Related Topics Call Monitoring and Assistance How to Record a Call as an Agent How to Listen to a Recording of the Current Caller How to Listen to a Recorded Call from the Caller List
6.3 How to Silently Monitor a Call

Prerequisites: Step by Step: You are a supervisor. 1. Click on the relevant call in the List of Contact Center Calls. 2. Click on Monitoring Call in the context menu of this call. Related Topics Call Monitoring and Assistance How to Override a Call How to Request Assistance from the Supervisor How to Accept a Request for Assistance
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Call Monitoring and Assistance How to Override a Call
6.4 How to Override a Call

Prerequisites: Step by Step: You are a supervisor. 1. Click on the relevant call in the List of Contact Center Calls. 2. Click on Intrude On Call in the context menu of this call. Related Topics Call Monitoring and Assistance How to Silently Monitor a Call How to Request Assistance from the Supervisor How to Accept a Request for Assistance
6.5 How to Request Assistance from the Supervisor

Prerequisites: Step by Step: You have accepted a call. 1. Click in the Functions menu on Assistance. 2. In the Request Assistance window, click on Request will time out after %1 and then on an entry that matches the urgency of your request. 3. Click Request Call Monitoring and select one of the following options for your call: a) If you want assistance with Instant Messaging, click No Intrusion Allowed. b) If you want assistance with call monitoring by the supervisor, click Request Call Monitoring. c) If you want assistance with an override by the supervisor, click Request Intrusion. 4. Enter your reason for the request in the input field for the instant message and then click OK. INFO: You can end the assistance at any time by clicking on Stop followed by Close. 5. After you have received the message ... has accepted your request for assistance, you can exchange further instant messages with the supervisor by entering your instant message in the bottom field of the window and clicking Send. Related Topics Call Monitoring and Assistance How to Accept a Request for Assistance How to Silently Monitor a Call How to Override a Call
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Call Monitoring and Assistance How to Accept a Request for Assistance
6.6 How to Accept a Request for Assistance

Step by Step: 1. If you want to sort the list of agents requesting assistance in the Agent Assistance Requests window in alphanumeric ascending order, click on the header of the appropriate column. Click again to sort in descending order. 2. Click on the entry of the agent whose request you want to respond to. 3. Select one of the following options: If you want to provide the assistance, click Accept. If you do not want to provide any assistance, click Reject.
4. If you want to provide this assistance, you can exchange instant messages (i.e., chat) with the agent by entering your instant message in the bottom field of the window and clicking Send. INFO: You can monitor the call silently or override the call. 5. If you want to end this assistance, click Stop. Related Topics Call Monitoring and Assistance How to Request Assistance from the Supervisor How to Silently Monitor a Call How to Override a Call
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Directories
7 Directories
Directories organize your contacts. myAgent provides the following directories, which support the following functions:
Symbol Directory Make call x x Change Presence status x Send Instant Message
Internal directory (symbol for system phones in accordance with current Presence status) Contains internal subscribers with their Presence status (only system telephones) and their additional phone numbers. When a subscriber is absent, you can see the scheduled time of return in the Date / Time column, provided that subscriber has allowed his or her Presence status to be visible to you. External offline directory: Contains contacts from an offline corporate directory; must be configured by a supervisor in OpenScape Office Assistant.
Contact Details Depending on the directory involved, the List view of the contacts shows different details from among those listed below: Extension, Date / Time, Last Name, First Name, Mobile Ph., Assistant Ph., External, Home Ph. 1, Business Ph. 1, Business Ph. 2, Fax Ph., E-mail, Department, Site, Company and Customer ID. The width of all columns is variable. Agents can save, edit and delete the contact details First Name, Last Name and Company in the screen pop for a call. In this case, the caller's phone number is assigned and set as the Business 1 phone. A supervisor can edit all the contact details in the external directory, except for the Customer ID. Customer IDs can be imported by the administrator of the communication system from a CSV file. The Customer ID is shown in the screen pop for calls if it is available for the transmitted call number of the caller. Sorting You can sort the contacts of a directory by any column in ascending or descending alphanumeric order. The direction in which the triangle at a column header is pointing indicates the ascending or descending order.
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Directories How to Sort a Directory
Zooming in on an Entry You can zoom in on a specific entry one character at a time in the column by which the entries are sorted. For example, you could jump to the first Last Name starting with "Sen" one letter at a time. This method can also be used in the results of a search. Related Topics How to Sort a Directory How to Add a Contact to an External Directory How to Edit a Contact in the External Directory How to Delete a Contact in the External Directory User Buttons Presence status How to Add Contact Details for the Current Caller How to Send an Instant Message to a Subscriber
7.1 How to Sort a Directory

Step by Step: 1. Select one of the following options in the tool bar: If you want to sort the external directory, click on Display / Hide the external directory. If you want to sort the internal directory, click on Display / Hide the internal directory.
2. Click on one of the column titles, e.g., Last Name, to sort the contacts by this criterion in ascending alphanumeric order. 3. If you want to reverse the sort order, click again on column header. 4. To jump to the first entry in the sorted column that begins with a specific character, click on any contact in the directory and enter the desired character. Related Topics Directories
7.2 How to Add a Contact to an External Directory

Prerequisites: Step by Step: You are a supervisor. 1. Click on Display / Hide the external directory in the tool bar. 2. Click on Add in the external directory. 3. Enter the following data for the contact: Salutation, First Name, Last Name, Company as well as the phone numbers Business Ph 1, Business Ph 2, Mobile Ph and Home Ph.
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Directories How to Edit a Contact in the External Directory
4. Click OK. Related Topics Directories
7.3 How to Edit a Contact in the External Directory

Prerequisites: Step by Step: You are a supervisor. 1. Click on Display / Hide the external directory in the tool bar. 2. Click on the relevant contact in the external directory. 3. Click Edit. 4. Enter the relevant the contact: Salutation, First Name, Last Name, Company as well as the phone numbers Business Ph 1, Business Ph 2, Mobile Ph and Home Ph. 5. Click OK. Related Topics Directories
7.4 How to Delete a Contact in the External Directory

Prerequisites: Step by Step: You are a supervisor. 1. Click on Display / Hide the external directory in the tool bar. 2. Click on the relevant contact in the external directory. 3. Click Delete. 4. Enter the relevant the contact: Salutation, First Name, Last Name, Company as well as the phone numbers Business Ph 1, Business Ph 2, Mobile Ph and Home Ph. 5. Click OK. Related Topics Directories
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User Buttons How to Display User Buttons
8 User Buttons
User Buttons show the name and presence status of internal subscribers. They offer a quick way to call such subscribers, transfer calls to them or change their Presence status. You can set up multiple tabs for user buttons, e.g., for different departments. Seventy user buttons are available on a tab. The user buttons on a tab are sorted by Last Name in alphanumeric ascending order by default. Related Topics How to Display User Buttons How to Assign a Subscriber to a Button How to Sort User Buttons How to Remove a Subscriber from a Button How to Add a Tab with User Buttons How to Change the Order of Tabs for User Buttons Assigning User Buttons Automatically How to Delete a Tab with User Buttons User Interface Elements Presence status Directories How to Transfer a Call with a User Button How to Make Calls with User Buttons How to Send an Instant Message to a Subscriber
8.1 How to Display User Buttons

Step by Step: 1. Click on Attendant Button Access in the tool bar. Related Topics User Buttons
8.2 How to Assign a Subscriber to a Button

Prerequisites: Step by Step: You have the user buttons displayed; see How to Display User Buttons. 1. Click on the desired tab with user buttons. 2. Click on Display / Hide the internal directory in the tool bar. 3. Drag the desired subscriber from the internal directory onto a user button.
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User Buttons How to Sort User Buttons
4. If you want to assign further subscribers to a button, repeat step 3 accordingly. Related Topics User Buttons
8.3 How to Sort User Buttons

Prerequisites: Step by Step: You have the user buttons displayed; see How to Display User Buttons. 1. Click on the desired tab with user buttons. 2. Select one of the following options in the context menu of any user button: Sort > First Name Sort > Last Name
Related Topics User Buttons
8.4 How to Remove a Subscriber from a Button

Prerequisites: Step by Step: You have the user buttons displayed; see How to Display User Buttons. 1. Click on the desired tab with user buttons. 2. Click on Remove User in the context menu of the corresponding user button. Related Topics User Buttons
8.5 How to Add a Tab with User Buttons

Step by Step: 1. Click on Setup > My Preferences in the menu bar. 2. Click on the Group Setup tab. 3. Click Add Group. 4. Enter a name for the tab and then click OK. 5. Click Save. Related Topics User Buttons
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User Buttons How to Change the Order of Tabs for User Buttons
8.6 How to Change the Order of Tabs for User Buttons

Step by Step: 1. Click on Setup > My Preferences in the menu bar. 2. Click on the Group Setup tab. 3. In the Group Name field, click on the group that you want to move. 4. Select one of the following options: Click Move Up. Click Move Down.
5. Repeat steps 3 to 4 as required. 6. Click Save. Related Topics User Buttons
8.7 Assigning User Buttons Automatically

Step by Step: 1. Click on Setup > My Preferences in the menu bar. 2. Click on the Group Setup tab. 3. Click Auto Populate. 4. Select one of the following options in the Create groups based on dropdown list. If you want a tab to be created for every Department, click Department. If you want a tab to be created for every Site, click Site. First Name Last Name If you want to retain your existing tabs in addition to those created automatically, click on the radio button Append the new groups to the end of my existing groups and then click OK. If you want to replace your existing tabs by to those created automatically, click on the radio button Re-create my group structure and then on OK and Yes.
5. Select one of the following options in the Sort groups by drop-down list:
7. Click Save. Related Topics User Buttons
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User Buttons How to Delete a Tab with User Buttons
8.8 How to Delete a Tab with User Buttons

Step by Step: 1. Click on Setup > My Preferences in the menu bar. 2. Click on the Group Setup tab. 3. Click on the relevant group in the Group Name field. 4. Click Remove. 5. Click Save. Related Topics User Buttons
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Presence status
9 Presence status
The Presence status provides information on the availability of internal subscribers (including Mobility Entry stations). It is shown in the internal directory and on the user buttons. You can change the Presence status of another subscriber. For every change in the Presence status (except for Office), you also define the scheduled time of your return to the Office status. You can assign the following Presence statuses to a subscriber:
Symbol Office Presence status Availability Available at the normal workplace
Meeting
Absent
Sick
absent
Break
Absent
Out of the Office
Absent
Vacation
Absent
Lunch
Absent
Gone Home
Absent
The following additional symbols are available in the internal directory and on the user buttons:
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Presence status How to Change the Office Presence Status of a Subscriber
Symbol Subscriber receives a call
Presence or connection status
Subscriber is calling
Subscriber is on the phone
Mobility Entry station receives a call or is calling
Mobility Entry station is on the phone
Presence status is not visible
Phone is not connected
INFO: For subscribers without system telephones (e.g., ISDN or analog), the internal directory and the user buttons do not show the Presence status, but only the connection status.
Related Topics How to Change the Office Presence Status of a Subscriber How to Change the Presence Status of a Subscriber to Office User Buttons Directories
9.1 How to Change the Office Presence Status of a Subscriber

INFO: You can also change the Presence status of a subscriber via the context menu of the relevant user button. Step by Step: 1. Click on Display / Hide the internal directory in the tool bar. 2. Click on the relevant station in the internal directory.
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Presence status How to Change the Presence Status of a Subscriber to Office
3. Select the relevant Presence status under Change Status in the context menu. 4. Select one of the following options to specify the time of return: Click on one the four buttons with the desired time duration. Select a time and a date in the calendar control.
5. Click OK. Related Topics Presence status How to Change the Presence Status of a Subscriber to Office
9.2 How to Change the Presence Status of a Subscriber to Office

INFO: You can also change the Presence status of a subscriber via the context menu of the relevant user button. Step by Step: 1. Click on Display / Hide the internal directory in the tool bar. 2. Click on the relevant station in the internal directory. 3. Select the Presence status Office under Change Status in the context menu. Related Topics Presence status How to Change the Office Presence Status of a Subscriber
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Instant Messaging How to Send an Instant Message to a Subscriber
10 Instant Messaging
Instant Messaging enables you to exchange instant messages (i.e., to chat) with other internal subscribers. Sent and received instant messages appear on your screen and on the screens of your communication partners as a dialog in a separate Instant Messaging window An instant message always has only one recipient. When messaging with and alternating between multiple communication partners, every dialog has separate tabs with the name of each communication partner. Context menus with the menu item Send Instant Message indicate whether the relevant subscriber is logged in by a symbol on the left.
Symbol Status Logged in
Logged out
INFO: If your communication partner has not started myAgent, the communication system saves your Instant Message and displays it at the next logon.
Related Topics How to Send an Instant Message to a Subscriber Call Monitoring and Assistance
10.1 How to Send an Instant Message to a Subscriber

INFO: You can also send an instant message to a subscriber via the context menu of the relevant user button. Step by Step: 1. Click on Display / Hide the internal directory in the tool bar. 2. Click on the desired station in the internal directory. 3. Select Send Instant Message in the context menu. 4. Enter your instant message.
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Instant Messaging How to Send an Instant Message to a Subscriber
5. Click Send. Related Topics Instant Messaging User Buttons Directories
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Reports
11 Reports
As a supervisor in myAgent, you can generate up to 20 predefined reports on calls, queues, agents, grades of service and wrapup codes. For each report, you can select the start date and end date. The reports are displayed in the web browser in PDF format and can then be saved or printed. The following reports are available:
Report Percentage of Calls Received by Agents (All Queues) Description Bar chart and table with number and percentage of answered calls and percentage of talk time per agent, as well as total values for all agents. Bar chart and table with number and percentage of answered calls and percentage of talk time per agent for a queue, as well as total values for all agents. Table with start time, pickup time, talk time and GOS (Grade of Service) for every call of an agent as well as total values per queue and total values for all queues Bar chart and table with number and percentage of calls per queue for an agent as well as total values for all queues. Table with start time, end time, queue, Q-time (i.e., waiting time), talk time, call number and Grade of Service for every call of an agent as well as total values for all calls; optionally only for the configured business hours. Line chart with average Grade of Service for an agent at hourly intervals on a daily basis. Line chart with average Grade of Service for a queue at hourly intervals over a period of several days. Line chart with average Grade of Service for an agent at hourly intervals over a period of several days. Line chart with average Grade of Service for a queue at hourly intervals on a daily basis. Line chart and table with number and percentage of calls at hourly intervals over a period of several days. This is a useful aid in provisioning a sufficient number of agents during peak hours to maintain a specific Grade of Service.
Percentage of Calls Received by Agents
*Agent Performance Details
Queue Load Per Agent
Calls List By Agent
Average Grade of Service by Agent Average Grade Of Service by Queue (Hourly) Average Grade of Service by Agent (Hourly) Average Grade Of Service by Queue *Contact Center - Hourly Traffic
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Reports
Report Contact Center Calls
Description Table with call ID, date and time, possibly agent, queue, Q-time, pickup time, talk time and call number for all calls, classified as missed, abandoned and answered calls, as well as total values per call type and total values for all call types; optionally only for the configured business hours. A missed call for one agent can also appear as an answered call for another agent or as an abandoned call. Pie chart and table with number and percentage of the calls handled per queue, as well as total values for all queues; optionally only for the configured business hours. Table with number of calls, percentage of answered calls, maximum Q-time and number and percentage of answered calls per queue and Q-time in 30-second intervals, as well as total values for all calls. Line chart with number of calls at hourly intervals on a daily basis; useful aid in provisioning a sufficient number of agents during peak hours to maintain a specific Grade of Service. Line chart with number and percentage of calls for a queue at hourly intervals on a daily basis; useful aid in provisioning a sufficient number of agents during peak hours to maintain a specific Grade of Service. Pie chart and table with number and percentage of missed calls per queue, as well as total values for all queues; optionally only for the configured business hours. Table with date and time, call ID, call number, customer name, company and number of missed calls per queue; optionally only for the configured business hours. Table with number and percentage of calls abandoned by callers before reaching an agent, per queue, and Qtime in 30-second intervals, as well as total values for all calls; optionally only for the configured business hours. Bar chart and table with number and percentage of calls abandoned by callers before reaching an agent, per hour. Only the time period from 6:00 to 20:00 hours is taken into account. Table with number of calls, average pickup time, average talk time and average Q-time, number of callback calls, number of answered calls and number of abandoned calls per queue, as well as total values for all queues; optionally only for the configured business hours. Table with number of answered calls, average pickup time, average talk time and average Q-time per queue, as well as total values for all queues; optionally only for the configured business hours.
Queue Traffic Comparison
Answered Calls Statistics
Contact Center - Hourly Traffic
Contact Center - Hourly Traffic by Queue
Missed Calls per Queue
Missed Calls Report
Abandoned Calls Statistics
Abandoned Calls Per Hour
Contact Center Summary (All Call Types)
Contact Center Summary (Answered Calls)
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Reports How to Create Reports
Report Queue Summary Details
Description Bar chart and table with number of answered calls, number of abandoned calls, number of remaining calls, maximum, minimum and average Q-time for answered calls, maximum, minimum and average Q-time for abandoned calls and talk time for a queue. Remaining calls are calls that were handled differently, e.g., by a non-agent. Bar chart and table with number and percentage usage of the wrapup code, average talk time, total talk time and average Q-time per wrapup code for a queue; optionally only for the configured business hours. Bar chart and table with number and percentage usage of the wrapup code, average talk time, total talk time and average Q-time per wrapup code for all queues; optionally only for the configured business hours. Table with call number, date and time, queue, agent, wrapup code and station number of the agent for every answered call; optionally only for the configured business hours.
Wrap up Code Usage
Wrap up Code Usage (All Queues)
Answered Calls
Related Topics How to Create Reports
11.1 How to Create Reports

Prerequisites: Step by Step: You are a supervisor. 1. Click in the menu bar on Reports and then on the desired report. 2. Select the Start Date: and End Date: in the drop-down lists. 3. If the Agent: drop-down list is displayed, select the desired agent. 4. If the Queue: drop-down list is displayed, select the desired queue. 5. If the Business Hours Only check box appears, select one of the following options: If you want to restrict the reporting period to business hours, select the check box. If you do not want to restrict the reporting period to business hours, clear the check box.
6. Click OK. Next steps: Save or print the PDF file if required. Related Topics Reports
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Configuration How to Change your Password
12 Configuration
You can configure myAgent to suit your requirements, e.g., to customize its behavior for calls. INFO: When you make multiple changes under Setup > My Preferences on different tabs, it is sufficient to Save all the changes once at the end. Dynamic Display of the Telephony Bar This option shows the telephony bar automatically for every call. OpenScape Office Assistant OpenScape Office Assistant is the web-based application for the administration of OpenScape Office. OpenScape Office Assistant can be typically used to configure queues, the screen pop for calls, types of breaks and the external offline directory, for example. Supervisors can start OpenScape Office Assistant directly from myAgent. Related Topics How to Change your Password How to Select the Language of the User Interface How to Change Skin Colors How to Display or Hide the Function Menu How to Display or Hide the Telephony Bar How to Enable or Disable the Dynamic Display of the Telephony Bar How to Enable or Disable the Automatic myAgent Screen Pop for Inbound Calls How to Enable or Disable the Automatic myAgent Screen Pop on Answering a Call How to Enable or Disable the Minimizing of myAgent on Ending a Call How to Set the Display Position of the Screen Pop for Missed Calls Automatic Updates How to Start OpenScape Office Assistant
12.1 How to Change your Password

NOTICE: For security reasons, you should change your password after logging in for the first time. Otherwise, unauthorized users could, for example, potentially access your
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Configuration How to Select the Language of the User Interface
voicemails and fax messages or redirect your station number to external toll-based destinations by simply using the default password.
INFO: You can also change the password via the Phone menu of the voicemail box. Step by Step: 1. Click in the Functions menu on Change Password. 2. Enter your current password in the Old password field. 3. Enter your new password in the New Password and Confirm password fields. The password must not consist of only digits. INFO: The password applies to myAgent, myPortal and myPortal for Outlook as well as phone access to your voicemail. 4. Click OK followed by OK. Related Topics Configuration How to Start myAgent
12.2 How to Select the Language of the User Interface

Step by Step: 1. Click Setup > My Preferences. 2. Click on the General Settings tab. 3. Select the Language from the Language: drop-down list. 4. Click Save. Next steps: Close myAgent and restart the application. Related Topics Configuration User Interface Elements
12.3 How to Change Skin Colors

Step by Step: 1. Click Setup > My Preferences. 2. Click on the General Settings tab. 3. Select the option with the desired appearance in the Skin: drop-down list.
65
Configuration How to Display or Hide the Function Menu
4. Click Save. Next steps: Close myAgent and restart the application. Related Topics Configuration User Interface Elements
12.4 How to Display or Hide the Function Menu

Step by Step: 1. Click on Display / Hide the functions menu in the tool bar. Related Topics Configuration User Interface Elements
12.5 How to Display or Hide the Telephony Bar

Step by Step: 1. Click on Display / Hide the telephony controls in the tool bar. Related Topics Configuration User Interface Elements How to Enable or Disable the Dynamic Display of the Telephony Bar
12.6 How to Enable or Disable the Dynamic Display of the Telephony Bar
Step by Step: 1. Click Setup > My Preferences. 2. Click on the Telephony Control Settings tab. 3. Select one of the following options: If you want to enable the dynamic display of the telephony bar, select the check box Auto show/hide telephony controls. If you want to disable the dynamic display of the telephony bar, clear the Auto show/hide telephony controls check box.
4. Click Save. Related Topics Configuration How to Display or Hide the Telephony Bar
66
Configuration How to Enable or Disable the Automatic myAgent Screen Pop for Inbound Calls
12.7 How to Enable or Disable the Automatic myAgent Screen Pop for Inbound Calls
Step by Step: 1. Click Setup > My Preferences. 2. Click on the Telephony Control tab. 3. Select one of the following options: If you want myAgent to appear automatically in the foreground on inbound calls, select the check box Screen pop myAgent on inbound calls. If you do not want myAgent to appear automatically in the foreground on inbound calls, clear the check box Screen pop myAgent on inbound calls.
4. Click Save. Related Topics Configuration How to Enable or Disable the Automatic myAgent Screen Pop on Answering a Call How to Enable or Disable the Minimizing of myAgent on Ending a Call
12.8 How to Enable or Disable the Automatic myAgent Screen Pop on Answering a Call
Step by Step: 1. Click Setup > My Preferences. 2. Click on the Telephony Control tab. 3. Select one of the following options: If you want myAgent to appear automatically in the foreground on accepting a call, select the check box Screen pop myAgent on answer. If you do not want myAgent to appear automatically in the foreground on accepting a call, clear the check box Screen pop myAgent on answer.
4. Click Save. Related Topics Configuration How to Enable or Disable the Automatic myAgent Screen Pop for Inbound Calls How to Enable or Disable the Minimizing of myAgent on Ending a Call
67
Configuration How to Enable or Disable the Minimizing of myAgent on Ending a Call
12.9 How to Enable or Disable the Minimizing of myAgent on Ending a Call

Step by Step: 1. Click Setup > My Preferences. 2. Click on the Telephony Control tab. 3. Select one of the following options: If you want myAgent to be minimized on completing a call, select the check box Minimize myAgent on hang up. If you do not want myAgent to be minimized on completing a call, clear the check box Minimize myAgent on hang up.
4. Click Save. Related Topics Configuration How to Enable or Disable the Automatic myAgent Screen Pop for Inbound Calls How to Enable or Disable the Automatic myAgent Screen Pop on Answering a Call
12.10 How to Set the Display Position of the Screen Pop for Missed Calls
Step by Step: 1. Click Setup > My Preferences. 2. Click on the General Settings tab. 3. Select one of the following options: If you want to display the screen pop (also called a pop-up window or tray pop) for missed calls via the task bar, select the check box Display missed call notification via tray pop. If you want to display the screen pop for missed calls in the center of the screen, clear the check box Display missed call notification via tray pop.
4. Click Save. Related Topics Configuration
12.11 Automatic Updates

Automatic updates ensure that myAgent is always kept up-to-date with the latest version.
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Configuration How to Start OpenScape Office Assistant
If myAgent detects that a new version of myAgent is available on the communication system at startup, you will receive a corresponding message and can then update myAgent. Related Topics Configuration How to Perform Automatic Updates Prerequisites for myAgent
12.11.1 How to Perform Automatic Updates

Prerequisites: Your PC meets the requirements described under Prerequisites for myAgent. You have received a message such as: A new version of myAgent is available and will be downloaded shortly. myAgent will be automatically closed and restarted.
Step by Step: Next steps:
1. Click OK. myAgent is automatically closed and updated. You can then restart myAgent. Related Topics Automatic Updates
12.12 How to Start OpenScape Office Assistant

Prerequisites: Step by Step: You are a supervisor. 1. Click on Open Admin in the tool bar. Related Topics Configuration
69
Appendix Permissions of Agents, Supervisors and Administrators
13 Appendix
The Appendix contains details on the authorization levels (i.e., the classes of service) of Agents, Supervisors and Administrators. Related Topics Permissions of Agents, Supervisors and Administrators
13.1 Permissions of Agents, Supervisors and Administrators

Agents, supervisors and administrators of myAgent have different permissions (also called classes of service). A supervisor is an agent with additional supervisor privileges. An administrator is an agent with unrestricted privileges.
Permissions Assign an agent to a queue Edit an agent assignment Move an agent to another queue Remove an agent from the queue Display / hide the agent binding list Display list of contact center calls myAgentActivate Automatic Screen Pop for Alarms Activate alarm tone Display queue details Display Service Level diagram Edit a contact in the external directory Assigned queues Assigned queues Assigned queues Assigned queues First Name, Last Name, Company and Phone Number (Business Ph. 1) of the current caller Current call Agent x All queues All queues x x All queues All queues All details of all contacts, except for the customer ID Supervisor x x x x All queues All queues x x All queues All queues All details of all contacts, except for the customer ID Administrator
Add a contact to an external directory Delete a contact in the external directory Record a call
x x All calls
x x All calls
70
Appendix Permissions of Agents, Supervisors and Administrators
Permissions Silent monitoring Override a call Accept a request for assistance Create reports Open OpenScape Office Assistant -
Agent x x x x x
Supervisor x x x x x
Administrator
Related Topics Appendix
71
Index
Symbole
Mobility Entry stations presence status 56 presence status Mobility Entry stations 56 class of service 70 color user interface 64 completed 33 concept 7 configuration 64 contact 49 contact details for caller 33
A
absence 56 administrator 17, 70 agent 17 agent assignment (binding) 17 agent binding list 17 agent callback 39 agent status 17 alarm 17, 33 appointment for callback 39 Assistance 45 automatic logon 64 automatic updates 64
D
dialable format 29 dialing a number 30 directory 49 display conventions 7 displaying queue details 26
E
elements of the user interface 8 external directory 49
B
Break 56 break 17
F
First Steps 15 functions myAgent 6
C
call answer 33 complete 33 hold 30 override 45 record 45 silent monitoring 45 transfer to queue 30 transfer to subscriber 30 transfer with user button 30 call functions 30 call history 33 call number format 29 call processing 17, 33 call status 33 callback agent 39 callback call 39 caller list 40 making a call 30 calls 29 calls history 40 canonical format 29 A31003-P1000-U100-9-7619, 04/2009 OpenScape Office, myAgent, User Guide
G
GOS graph (grade of service) 27
H
history 33, 40 Home 56 How to Close a Callback 39
I
information on caller 33 installation 11 Instant Message 45, 59 Instant Messaging 59 internal directory 49 introduction 6
L
language user interface 64 list of agent assignments 17 list of contact center calls 33 logging in 17 logging out 17 72
Index
Lunch 56
T
topics, types of 7 transfer method 30 types of topics 7
M
Meeting 56 missed call 17 monitoring calls 45 myAgent functions 6 myReports 61
U
uninstallation 11 user buttons 52 make calls 30 transfer 30 user interface color 64 elements 8 language 64
O
Office 56 operating instructions 7 Out of the Office (Away) 56 overdue 17 overflow 17 override 45
V
Vacation 56 voicemail 39
P
password change 64 PDF 61 permissions 70 prerequisites for myAgent 11 Presence status 52 presence status 56 visibility 56 primary agent 17 program settings 64
W
wrapup 33 wrapup reason 33 wrapup time 17
Z
zoom function 49
Q
queue 17 queue details 26 queue status 17
R
record 45 recording, listening 40 recording, listening to 33 report 61
S
screen pop for calls 33 setup 64 Sick 56 silent monitoring 45 skin color 64 sorting directory 49 starting myAgent 11 supervisor 17, 45, 70
73

MyAgent User Guide

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MyAgent User Guide

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OpenScape Office, myAgent

Communication for the open minded

Siemens Enterprise Communications www.siemens.com/open

Communication for the open minded

A31003-P1000-U100-9-7619, 04/2009 OpenScape Office, myAgent, User Guide

Related Topics Introduction

1.2 Types of Topics

A31003-P1000-U100-9-7619, 04/2009 OpenScape Office, myAgent, User Guide

Introduction Display Conventions

Type of topic Concept Explains the "What".

Related Topics Introduction Display Conventions

1.3 Display Conventions

Presentation Click OK. File > Exit Do not delete Name.

You will find more information in the topicNetwork.

Alternative Work Steps

Related Topics Introduction Types of Topics

A31003-P1000-U100-9-7619, 04/2009 OpenScape Office, myAgent, User Guide

Introduction User Interface Elements

1.4 User Interface Elements

Toolbar (2) with the following symbols:

Open Admin (only for a supervisor or administrator)

A31003-P1000-U100-9-7619, 04/2009 OpenScape Office, myAgent, User Guide

Introduction User Interface Elements

Agents area: with the agents who have started myAgent

A31003-P1000-U100-9-7619, 04/2009 OpenScape Office, myAgent, User Guide

Introduction User Interface Elements

Status bar (8), with information on:

A31003-P1000-U100-9-7619, 04/2009 OpenScape Office, myAgent, User Guide

Installing and Starting myAgent Prerequisites for myAgent

2 Installing and Starting myAgent

2.1 Prerequisites for myAgent

Web browsers: (for reports):

Additional software (for reports) Hardware:

A31003-P1000-U100-9-7619, 04/2009 OpenScape Office, myAgent, User Guide

Installing and Starting myAgent How to Install myAgent

2.2 How to Install myAgent

A31003-P1000-U100-9-7619, 04/2009 OpenScape Office, myAgent, User Guide

Installing and Starting myAgent How to Start myAgent

2.3 How to Start myAgent

2.4 How to Uninstall myAgent

A31003-P1000-U100-9-7619, 04/2009 OpenScape Office, myAgent, User Guide

Installing and Starting myAgent How to Uninstall myAgent

A31003-P1000-U100-9-7619, 04/2009 OpenScape Office, myAgent, User Guide

First Steps How to Change your Password

3.1 How to Change your Password

A31003-P1000-U100-9-7619, 04/2009 OpenScape Office, myAgent, User Guide

First Steps How to Select the Language of the User Interface

4. Click OK followed by OK. Related Topics First Steps

3.2 How to Select the Language of the User Interface

A31003-P1000-U100-9-7619, 04/2009 OpenScape Office, myAgent, User Guide

A31003-P1000-U100-9-7619, 04/2009 OpenScape Office, myAgent, User Guide

A31003-P1000-U100-9-7619, 04/2009 OpenScape Office, myAgent, User Guide

Available for calls

A31003-P1000-U100-9-7619, 04/2009 OpenScape Office, myAgent, User Guide

Queues How to Assign an Agent to a Queue

4.1 How to Assign an Agent to a Queue

A31003-P1000-U100-9-7619, 04/2009 OpenScape Office, myAgent, User Guide

Queues How to Edit an Agent Assignment

4.2 How to Edit an Agent Assignment

A31003-P1000-U100-9-7619, 04/2009 OpenScape Office, myAgent, User Guide

Queues How to Move an Agent to Another Queue

4.3 How to Move an Agent to Another Queue