Alcatel-Lucent OmniTouch Contact Center User manual

Alcatel-Lucent OmniTouch Contact Center
Standard Edition
Agent on Reflexes 4035 and e-Reflexes 4037 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 .................................................................1.2
 LED symbols ............................................................................................1.3
Chapter 2
Set Log On
 Overview ....................................................................................................2.1
 Logon without Identification (Fixed Agent) ..................................2.1
 Ordinary Agent ..............................................................................................2.1
 Self-Assignable Agent ...................................................................................2.3
 Logon with Identification (Mobile Agent) ......................................2.5
 Activating Headset Function on Logon .........................................2.6
Chapter 3
Idle Set
 
     
  
     !" #$          0-1

 Overview ....................................................................................................3.1
 Viewing the State of your Set ............................................................3.2
 Agent Identity .................................................................................................3.2
 Business State ...............................................................................................3.2
 Private Info ....................................................................................................3.2
 Queue Supervision on LED ................................................................3.2
 Temporary Unavailability ....................................................................3.3
 Manual Wrap-Up .....................................................................................3.4
 Supervisor Call ........................................................................................3.5
 Information on Queued Calls .............................................................3.7
 Agent Welcome Guide ..........................................................................3.9
 Activating/Deactivating ISM Skills ...................................................3.9
 Activating/Deactivating Skill by Skill .............................................................3.10
 Activating/Deactivating of all the Skills .........................................................3.11
 Headset Function ..................................................................................3.12
 Pilot General Forwarding ...................................................................3.12
 Activating General Forwarding .....................................................................3.12
 Cancelling General Forwarding ....................................................................3.14
 Manual Closing/Opening of a Group ..............................................3.16
 Manual Closing of a Group ...........................................................................3.16
 Manual Opening of a Group .........................................................................3.17
Chapter 4
Ringing Set
 Overview ....................................................................................................4.1
 CC Call .......................................................................................................4.1
 Direct CC Call ..........................................................................................4.1
 Private Call ...............................................................................................4.1
 Call Forwarded to a Pilot .....................................................................4.2
 Transfer to a Pilot ...................................................................................4.2
         %" &'( 
0-2      !" #$         

Chapter 5
Set in Communication
 Overview ....................................................................................................5.1
 Request for Supervisor Help ..............................................................5.2
 Conversation Recording ......................................................................5.4
 Supervisor Direct Call ..........................................................................5.4
Chapter 6
Set in End of Communication
 Transaction Code Phase .....................................................................6.1
 Automatic Wrap-Up ...............................................................................6.2
 Pause between Calls .............................................................................6.2
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 Reflexes sets (4035) and e-Reflexes sets (4037).
All the functions described in this guide apply an agent:
- Logged on to the CC application
- Present in a active group
- With a CC phone set
This guide describes the display screens for the Reflexes 4035 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:
___change-begin___
___change-end___
-Softkeys or dynamic keys: associated with dynamic labels that change according to the


     !" #$          1-1

current context.
-Programmable keys: These key functions are pre-defined by the system management
and can be selected by keys.
These programmable keys are also accessible on additional key modules (20-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.
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 function.
Softkey Dynamic Labels
Label Use this functions to:
Unavbl 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)
Superv contact the supervisor
Qinfo check queue status
LogOff log out of system - leave group
LogOn log on to the system - join group
AgInfo display Business information of CC set
Privat display Business information of private set
PresGd manage welcome guide message
ACRMng 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.
The functions associated with these keys are configured by the administrator to operate within
calls system management.
The programmable functions are shown in the following table:
Programmable
Keys Use this functions to:
Headset turn headset function on/off
Fwd enable/disable general forwarding of any pilot
Chapter 1& 
1-2      !" #$         

Pilot x fwd enable/disable general forwarding of a preselected pilot
Close/Open manually close/open a group in which the agent is assigned
1.5 LED symbols
The following table illustrates the functions associated with different LED symbol states.
Symbol Description
group open
group open manually and closed automatically
group closed manually and opened automatically
group closed manually and automatically
pilot not forwarded
pilot forwarded
auto answer not enabled
auto answer enabled
& 
     !" #$          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 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 is position 5.
Procedure:
1. Press the "LogOn" softkey. The following screen is displayed:
___change-begin___
___change-end___
2. Enter your password.

  
     !" #$          2-1

Note 2:
This password request is required or not according to the system management.
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___
___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___
Chapter 2  )
2-2      !" #$         

___change-end___
- Agent assigned and unavailable in a manually closed group:
___change-begin___
___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___
Procedure:
1. Press the "LogOn" softkey. The following screen is displayed:
___change-begin___
  )
     !" #$          2-3

___change-end___
Note 1:
This password request is required or not according to the system management.
2. Enter your password.
The following screen is displayed:
___change-begin___
___change-end___
3. Enter either:
• the assigned group number (PG number), or
• press the "List" softkey, then select the group number that you want to join.
The following screen is displayed:
___change-begin___
___change-end___
• 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:
- Agent assigned and available in an open group:
___change-begin___
___change-end___
- Agent assigned and unavailable for an open group:
___change-begin___
Chapter 2  )
2-4      !" #$         

___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___
___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___
  )
     !" #$          2-5

___change-end___
Procedure:
1. Press the "LogOn" softkey. The following screen is displayed:
___change-begin___
___change-end___
2. Enter your identification number. The following screen is displayed:
___change-begin___
___change-end___
Note:
This password request is required or not according to the system management.
3. Enter your password.
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) )
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"
function has not been validated.
Chapter 2  )
2-6      !" #$         

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.
  )
     !" #$          2-7

Chapter 2  )
2-8      !" #$         

3.1 Overview
When idle, the display shows, for example:
___change-begin___
___change-end___
When you press the set navigation key (right arrow), the following display shows:
___change-begin___
___change-end___
Softkeys
Unavbl used to perform a temporary unavailability for the group (agent is still avail-
able to receive internal or external personal calls)
WrapUp used to perform off-line tasks (agent is not available for new calls)
Superv used to call supervisor directly
Qinfo used to check queue status
LogOff used to log out of system - leave group
AgInfo used to display business information of CC set
Privat used to consult business information of the private set (forwards, lock/
unlock, etc.)
PresGd used to access welcome guide message management
ACRMng used to activate or deactivate their ISM skills in the context of the ACR ap-
plication
Programmable keys
Headset used to validate the headset function on the set
Fwd used to enable/disable general forwarding of any pilot

 
     !" #$          3-1

Pilot x fwd used to enable/disable general forwarding of a preselected pilot
Close/Open used to manually close/open a group in which the agent is assigned
3.2 Viewing the State of your Set
3.2.1 Agent Identity
Role: The ikey allows you to get status information about your set.
Procedure:
1. To check the status of your set, press the isoftkey,
2. Press the WhoAmI softkey.
Results: The system displays 2 information lines:
- The name and the group that you are currently logged into,
- your agent identifier number.
3.2.2 Business State
Role: This function lets you display the Business status of the set.
Procedure: press the "AgInfo" softkey (use the right navigation arrow to select "AgInfo"
softkey) .
Results: The display then provides all information about the facility (immediate forwarding, do
not disturb, etc.) with the highest priority amongst those active on your set.
3.2.3 Private Info
Role: This function lets you display Business information of your private set.
Procedure: press the "Privat" softkey.
Results: The display then provides information about the facility with the highest priority
amongst those active on your "private" set.
3.3 Queue Supervision on LED
The state of the LED of the set provides information concerning the presence of queued calls
or the saturation of one of the queues serviced by your group.
This information is as follows:
LED red flash-
ing
at least, one queue is saturated
LED red steady at least, one call is queued
Chapter 3* 
3-2      !" #$         