Alcatel-Lucent OmniTouch 8 Series User manual

Alcatel-Lucent OmniTouch Contact Center
Standard Edition
Agent on Alcatel-Lucent 8 and 9 Series Sets
Phone Guide R10.x

Legal notice:
The information presented is subject to change without notice.
ALE International assumes no responsibility for inaccuracies contained
herein.
Copyright © ALE International, 2015
The CE mark indicates that this product conforms to the following Council
Directives:
- 2004/108/EC (concerning electro-magnetic compatibility)
- 2006/95/EC (concerning electrical safety)
- 1999/5/EC (R&TTE)
- 2011/65/EU (RoHS)
- 94/9/EC

Chapter 1
General
 Overview ....................................................................................................1.1
 Using Function and Navigation Keys .............................................1.1
 Using Softkeys ........................................................................................1.2
 Using Programmable Keys .................................................................1.3
Chapter 2
Set Log On
 Overview ....................................................................................................2.1
 Logon without Identification (Fixed Agent) ..................................2.1
 Ordinary Agent ..............................................................................................2.1
 Self-Assignable Agent ...................................................................................2.4
 Logon with Identification (Mobile Agent) ......................................2.7
 Activating Headset Function on Logon .........................................2.9
Chapter 3
Idle Set
 
      
 
               0-1

 Overview ....................................................................................................3.1
 Viewing the State of your Set ............................................................3.2
 Business State ...............................................................................................3.2
 Private Info ....................................................................................................3.2
 Queue Supervision on LED ................................................................3.2
 Temporary Unavailability ....................................................................3.2
 Manual Wrap-Up .....................................................................................3.4
 Supervisor Call ........................................................................................3.6
 Information on Queued Calls .............................................................3.9
 Agent Welcome Guide .........................................................................3.10
 Activating/Deactivating ISM Skills ..................................................3.11
 Activating/Deactivating Skill by Skill .............................................................3.12
 Activating/Deactivating of all the Skills .........................................................3.13
 Headset Function ..................................................................................3.15
 Pilot General Forwarding ...................................................................3.15
 Activating General Forwarding .....................................................................3.15
 Cancelling General Forwarding ....................................................................3.18
 Manual Closing/Opening of a Group ..............................................3.20
 Manual Closing of a Group ...........................................................................3.20
 Manual Opening of a Group .........................................................................3.21
Chapter 4
Ringing Set
 Overview ....................................................................................................4.1
 CC call ........................................................................................................4.1
 Direct CC Call ..........................................................................................4.2
 Private Call ...............................................................................................4.2
 Call Forwarded to a Pilot .....................................................................4.3
 Transfer to a Pilot ...................................................................................4.3
          ! "#
0-2               

Chapter 5
Set in Communication
 Overview ....................................................................................................5.1
 Request for Supervisor Help ..............................................................5.2
 Conversation Recording ......................................................................5.5
 Supervisor Direct Call ..........................................................................5.5
Chapter 6
Set in End of Communication
 Transaction Code Phase .....................................................................6.1
 Automatic Wrap-Up ...............................................................................6.2
 Pause between Calls .............................................................................6.3
Chapter 7
Set Log off
Chapter 8
Glossary
 Definitions .................................................................................................8.1
 Acronyms ..................................................................................................8.1
          ! "#
               0-3

          ! "#
0-4               

1.1 Overview
This guide presents the Alcatel-Lucent OmniTouch Contact Center - Standard Edition features
for Alcatel-Lucent 8 series sets (4038/4068) and Alcatel-Lucent 9 series sets (4039).
All the functions described in this guide apply an agent:
- Logged on to the CC application
- Present in an active group
- With a CC phone set
The Alcatel-Lucent IP Touch 4038 Phone set and the Alcatel-Lucent 4039 Digital Phone set
support a graphical display black and white with four grey levels.
The Alcatel-Lucent IP Touch 4068 Phone set supports a graphical display with 4096 colors.
This guide describes the display screens for the Alcatel-Lucent IP Touch 4068 Phone set.
For the functions displayed on screen and not described in this guide, refer to the "Business"
guides.
1.2 Using Function and Navigation Keys
Agents use three types of phone keys to perform typical CC operations:
-Softkeys or dynamic keys: associated with dynamic labels that change according to the
current context.
-Programmable keys: accessible on the set screen via the "Perso" tab. These key
functions are pre-defined by the system management and can be selected by the softkeys.
These programmable keys are also accessible on additional key modules (10-key, 14-key
or 40-key module). They are used to increase the number of programmable keys usable
on the set.
-Navigation keys: navigation arrows (keys) are used to make selections in the functions
display.
Selections are made using the arrow keys to move up or down, left or right within the
functions display.
___change-begin___


               1-1

___change-end___
Figure 1.1: General view
1.3 Using Softkeys
Softkeys are associated with various dynamic (context-sensitive) labels that appear on the
screen. You first select a dynamic label using the navigation arrows and then press the
associated softkey to make the final selection. Each dynamic label is associated with a
particular CC function.
Softkey Dynamic Labels
Label Use this function to:
Unavailable unavailable for group (agent is still available to receive internal or ex-
ternal personal calls)
WrapUp perform off-line tasks (agent is not available for new calls)
Supervisor contact the supervisor
Queue info check queue status
LogOff log out of system - leave group
LogOn log on to the system - join group
Private Info display Business information of private set
Chapter 1!
1-2               

Welcome guide manage welcome guide message
ACR manage. activate/deactivate the ISM skills in the context of the ACR application
The softkeys access depends on the display status (current state of the set).
1.4 Using Programmable Keys
Programmable keys are pre-programmed to provide quick access to CC functions.
They are accessible via the "Perso" tab on the set screen or via additional key modules
(10-key, 14-key or 40-key module).
The functions associated with these keys are configured by the administrator to operate within
calls distribution system management. The programmable functions are shown in the following
table:
Programmable
Keys Use this function to:
Headset turn headset function on/off
Forward enable/disable general forwarding of any pilot
Pilot x fwd enable/disable general forwarding of a preselected pilot
Close/Open manually close/open the group in which the agent is assigned
!
               1-3

Chapter 1!
1-4               

2.1 Overview
The LogOn procedure will depend on the type of agent:
-Fixed agent: agent who is associated to a specific set and can only log on to this set.
-Mobile agent: agent who is not associated to a specific set and can log on to any set not
associated to another agent.
There are two ways that an agent can log on to the system:
-Ordinary agent: agent who is automatically assigned to a group after logging on.
-Self-assignable agent: agent who can select a group from a list after logging on.
2.2 Logon without Identification (Fixed Agent)
2.2.1 Ordinary Agent
Role: This function lets you log on as an agent.
Prerequisites: This function is accessible if your set is idle, declared "Authorized phone set "
and associated with an agent number.
___change-begin___
___change-end___
Note 1:
The "LogOn" softkey position depends on the system management. By default, the "LogOn" softkey is
position 8.
Procedure:
1. Press the "LogOn" softkey. The following screen is displayed:
___change-begin___

  
               2-1

___change-end___
2. Enter your password.
Note 2:
This password request is required or not according to the system management.
3. Press the "Apply" softkey.
Note 3:
It is possible to activate the headset if this function is available on your set (see Activating Headset
Function on Logon ).
Results: Once the "LogOn" procedure has been accepted, the display screens depend on the
agent state:
- Pre-assigned agent:
___change-begin___
___change-end___
- Agent assigned and available in an open group:
___change-begin___
Chapter 2  $
2-2               

___change-end___
- Agent assigned and unavailable for an open group:
___change-begin___
___change-end___
- Agent assigned and available in a manually closed group:
___change-begin___
___change-end___
- Agent assigned and unavailable in a manually closed group:
___change-begin___
  $
               2-3

___change-end___
- Agent assigned and unavailable in an automatically closed group:
___change-begin___
___change-end___
2.2.2 Self-Assignable Agent
Role: This function lets you log on as an agent.
Prerequisites: This function is accessible if your set is idle, declared "Authorized phone set "
and associated with an agent number.
___change-begin___
___change-end___
Chapter 2  $
2-4               

Procedure:
1. Press the "LogOn" softkey. The following screen is displayed:
___change-begin___
___change-end___
Note 1:
This password request is required or not according to the system management.
2. Enter your password.
3. Press the "Apply" softkey.
The following screen is displayed:
___change-begin___
___change-end___
4. Enter either:
• the assigned Group (PG) number, or
• press the "List" softkey, then select the PG number that you want to join.
Note 2:
It is possible to activate the headset if this function is available on your set (see Activating Headset
Function on Logon ).
Results: Once the "LogOn" procedure has been accepted, the display screens depend on the
agent state:
- Agent assigned and available in an open group:
___change-begin___
  $
               2-5

___change-end___
- Agent assigned and unavailable for an open group:
___change-begin___
___change-end___
- Agent assigned and available in a manually closed group:
___change-begin___
___change-end___
- Agent assigned and unavailable for a manually closed group:
___change-begin___
Chapter 2  $
2-6               

___change-end___
- Agent assigned and unavailable for an automatically closed group:
___change-begin___
___change-end___
2.3 Logon with Identification (Mobile Agent)
Role: This function lets you log on as an agent.
Prerequisites: This function is accessible if your set is idle, declared "Authorized phone set "
and not associated with an agent number.
___change-begin___
  $
               2-7

___change-end___
Procedure:
1. Press the "LogOn" softkey. The following screen is displayed:
___change-begin___
___change-end___
2. Enter your identification number (agent directory number). The following screen is
displayed:
___change-begin___
___change-end___
Note 1:
This password request is required or not according to the system management.
3. Enter your password.
4. Press the "Apply" softkey.
Note 2:
It is possible to activate the headset if this function is available on your set (see Activating Headset
Function on Logon ).
Results: Once the "LogOn" procedure has been accepted, the display screens depend on the
agent state.
The results are the same as for the "LogOn without identification" (see Logon without
Identification (Fixed Agent) )
Chapter 2  $
2-8               

2.4 Activating Headset Function on Logon
Role: This function is used to activate your headset on your set.
Prerequisites: This function is accessible if your set has a programmable key with the
"Headset" function and if the agent is assigned to a group for which the "Headset mandatory"
parameter has not been validated.
After the "logOn" procedure, the display shows:
___change-begin___
___change-end___
Procedure:
To validate your "Headset" function, press the "Apply" softkey.
Note:
The " " symbol is displayed next to the "Headset" programmed key.
Once the "Headset" procedure has been accepted, the set returns to the "LogOn" state.
  $
               2-9

Chapter 2  $
2-10               