Amanda Amanda Portal CallQ Agent User manual

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Using Amanda Portal CallQ Agent
The Amanda Call Queuing Package
Version 2.0
November 5, 2004

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1 INTRODUCTION..........................................................................................................3
2 SETTING UP THE QUEUE.........................................................................................4
2.1 Queue Rules ......................................................................................................4
3 INSTALLING CALLQ AGENT..................................................................................7
4 LOGGING INTO CALLQ AGENT.............................................................................9
5 THE QUEUE MENU...................................................................................................10
5.1 Queue Settings. . .............................................................................................15
5.2 Greetings Dialog .............................................................................................17
5.3 Comfort Messages...........................................................................................18
5.4 Call Time Limits. . .........................................................................................19
5.5 Display Settings. . ...........................................................................................21
5.6 Wrapup Comments and QCodes.....................................................................23
5.7 Call Queue Priority…......................................................................................26
6 CALL QUEUE AGENT TRANSFER PROCESSES ...............................................28
7 CALLS IN THE QUEUE ............................................................................................31
8 AGENT MENU OPTIONS .........................................................................................33
8.1 Agent List. . ....................................................................................................33
8.2 Agent Settings. . .............................................................................................36
8.3 Enabling the Call Record Feature ...................................................................39
9 CALL MENU OPTIONS ............................................................................................40
10 REPORTS MENU OPTIONS...................................................................................42
10.1 Calls... Incoming Calls Report......................................................................44
10.2 Calls… Call Duration Report........................................................................45
10.3 Calls… Lost Calls Report .............................................................................46
10.4 Caller ID Report............................................................................................46
10.5 All Agents Stats.............................................................................................47
10.6 Specific Agent Stats......................................................................................48
10.7 All Q Specific Agent Stats............................................................................48
10.8 Specific Agent Actions..................................................................................48
10.9 Agent Need....................................................................................................49
10.10 Call List… Specific Agent..........................................................................50
10.11 Call List… All Agents.................................................................................51
10.12 Call List… Dropped Calls...........................................................................52
11 WINDOW MENU OPTIONS...................................................................................53
11.1 Real-Time Statistics Dashboard Display.......................................................54
APPENDIX A......................................................................................................57
Table 1: Call Report Reference Table.......................................................................57

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1 Introduction
Amanda Portal CallQ Agent is a powerful, flexible ACD client that can be used
with an Amanda Portal server. The Amanda Portal server can act as an ACD
(automated call distributor) when using CallQ Agent. In order to use CallQ
Agent the Amanda Portal server must have the Call Queuing module activated.
This module is an optional module that must be purchased with the Amanda
Portal server or can be purchased at a later time to unlock CallQ Agent.
CallQ Agent provides its users (agents) with the ability to connect to the
Amanda Portal server via LAN/WAN/Internet. CallQ Agent supports Microsoft
Windows 95/98/ME/NT/2000 and XP operating systems.
CallQ Agent can connect to one or more queues (up to 100 maximum) and uses
a single client license per agent connected. Amanda Portal server comes
standard with 10 client licenses (10 users can connect to the Amanda Portal
server via the network simultaneously). Additional client licenses can be
purchased through the Amanda Company. CallQ Agent is a great tool to
effectively manage incoming calls for call centers, technical support
departments, sales groups and anywhere effective call management and
detailed call reporting is needed.
CallQ Agent provides agents of the queue important information about callers
holding in queue, such as caller id, caller id name, how long they’ve been
holding, and what port their call came in on. Calls can be selectively or
automatically connected to agents of the queue. Additionally, when calls are
completed comments about each call can be entered by the agents of the queue
and later reviewed by running call reports.
Callers holding in queue can hear a number of different pre-recorded queue
greetings and comfort messages. Greetings can be recorded and used to
perform specific actions such as playing a custom greeting to the caller when
their call enters the queue (initial queue greeting), a position change greeting
(when their call moves up in the queue), a transfer greeting (when being
connected to an agent), a voicemail greeting, queue closed greeting (when
agents are not logged into the queue), timeout greeting or hold greeting. In
addition to the queue greetings and comfort messages, the Amanda Portal
server (ACD) can tell the caller their position in the queue, or estimated hold
time based on previous call history.
CallQ Agent supports an unlimited number of comfort messages, which are
played in order after each time the music on hold music is played. The default
hold music can be configured to be played in 30, 60, or 90-second intervals, or
custom hold music can be played instead.
When using Amanda Portal and CallQ Agent you can create an unlimited
number of call queues where each queue can have an unlimited number of
agents per queue.

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2 Setting up the Queue
Each mailbox in the Amanda system can potentially be used as a call queue.
The mailbox number identifies the queue. The creating mailbox is the owner, or
administrator, of that particular queue.
To create a queue, the mailbox must have the “CREATE QUEUE” privilege
enabled. As a default, mailboxes cannot create a call queue. The system
administrator must add this privilege using Amanda Portal Station. The
screenshot in Figure 1 shows the “CREATE QUEUE” privilege being added to
mailbox 1020. Once a mailbox has this privilege, the owner of the mailbox can
use the CallQ Agent, Queue menu, “Create Queue” function, to create a queue.
This operation needs to be done only once per mailbox, unless the queue is
subsequently deleted.
Figure 1: Enabling the CREATE QUEUE privilege
2.1 Queue Rules
The basic job of a call queue is to connect callers to agents. Callers are normally
transferred to agents in the order the calls entered the queue, and agents are
normally chosen based on how long they have been available to take a call.
Sometimes agents will be privileged to take calls out of order, or they may be
privileged to reject calls from particular callers.
Callers can potentially express a skill requirement (or more than one), and they
can be connected only to agents whom the queue administrator has designated
as possessing those skills. When there are no agents logged into the queue who
possess all the required skills, then that caller will “fall out of” the queue and,

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normally, go to voicemail where they can leave a message for help. There are
various circumstances under which a call will fall out of the queue
automatically. These circumstances are:
•If the queue is full (when the queue administrator sets a maximum
number of calls holding) and callers try to enter the queue.
•Callers holding for the maximum waiting time (if a maximum waiting
time is set by the queue administrator).
•If calls are queued waiting to be answered and all agents log out of the
queue.
•When there are no agents are logged into the queue (supervisors are not
considered agents).
By default when any of these things happen, the caller is sent to voicemail.
Custom changes can direct these calls elsewhere. The following are extended
mailbox settings that can contain Tcl code that states what to do otherwise:
For a position change event an override method can be specified by
QUEUE_POSITION_METHOD. If not specified then play the position in standard
form.
For a transfer event an override method can be specified by
QUEUE_TRANSFER_METHOD. If not specified then transfer in standard form.
For a no more agents attached event an override method can be specified
QUEUE_CLOSED_METHOD. If not specified then go to voicemail.
For a queue timeout (max enqueued time) event an override method can be
specified by QUEUE_TIMEOUT_METHOD. If not specified then go to voicemail.
For a play greeting event n override method can be specified by
QUEUE_PLAY_GRT_METHOD. If not specified then play the specified greeting.
For a go to voicemail event an override method can be specified by
QUEUE_VOICEMAIL_METHOD. If not specified then go to voicemail.
To use any of these settings you must create an extended mailbox property
entering the capitalized in the property field and setting an appropriate tcl
value. For example, you might set “QUEUE_CLOSED_METHOD” as the property
name, and “method_chain <box>” as the value, where box = the mailbox
number where the caller will be sent (Figure 2 shows the caller being sent to
mailbox 500 when the queue is closed).

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Figure 2: Example Extended Mailbox Setting

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3 Installing CallQ Agent
To install CallQ Agent you must have access to Amanda Portal server via the
network. After the Amanda Portal server PC is physically connected to the
network, you’ll also need to configure it appropriately for the type of network it’s
connected too.
Assign the Amanda Portal PC a TCP/IP address, appropriate subnet, gateway
and dns (if applicable). Then do one of the following:
If Connecting Amanda Portal To a Domain
If the network is a domain, the Amanda Portal PC will need an account to log
into that domain in order to be trusted by other computers on the network, and
for the Amanda Portal PC to trust users logged into the domain. See your
network administrator for assistance with configuring the Amanda Portal PC for
the domain.
If Connecting Amanda Portal to a Workgroup
If your connecting Amanda Portal to a workgroup you’ll need to create at least
one account on the Amanda Portal PC within control panel “Users and
Passwords” in order to access shares on the Amanda Portal PC. The created
user and password can later be used when trying to access the Amanda Portal
server PC shared folders. This is required because there is no centralized
security in a workgroup environment.
Once you can Access the Shared Clients folder
Access your Amanda Portal server through “Network Neighborhood” or “My
Network Places”. Once you find the Amanda Portal system (normally called
Amandaserver), double click on it. You’ll see a shared folder called “Clients”.
Open the shared Clients folder. Double click “ClientsInstall” to start the
installation procedure. Read through the details for each screen before
proceeding with the install. It’s recommended that you choose all the default
options except for which clients you wish to install.

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Figure 3: Selecting the Clients
Make sure you select CallQ Agent from the client list as shown in Figure 3. You
can also install other clients such as Amanda Portal Station, and optionally its
administrative additions and/or fax additions. Additionally, you can install
other clients from here, which include Tenant applications (for tenant
management), TAPI Client (which can be used in conjunction with CallQ Agent
for CRM), Power Connect, and Outlook Contact Client. Finally, click next to
continue and then click Finish to complete the installation.
Note: With custom modifications a call and/or agent can specify who gets
assigned to whom.

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4 Logging Into CallQ Agent
To log into CallQ Agent, click Start, Programs, Amanda Portal Clients, and
“CallQ Agent” . You’ll see a screen like that shown in Figure 4. The fields in this
dialog are:
Remote Address
Enter the hostname or IP address of your Amanda Portal server PC.
Normally, it’s Amandaserver (as shown in Figure 4) .
Agent Number
Enter your mailbox number here.
Security Code
Enter your mailbox password (security code) here.
Remember Security Code
If you would like “CallQ Agent” to remember your security code for
future logons, check this box and you won’t have to provide your
security code in the future. This makes the logon process easier
but less secure.
Figure 4: Logging into CallQ Agent
Once you’ve filled in the correct remote address, agent number (i.e. mailbox
number) and security code, click OK to logon. Once you’re logged on, you’ll have
access to the “Queue” menu.

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5 The Queue Menu
Once your logged into CallQ Agent, the attach to queue dialog automatically
pops up (with older versions of CallQ Agent you have to click the queue menu
and then “attach to queue…” to open the dialog). Once the dialog is open you’ll
be prompted to select the queue in which to attach.
The initial Queue menu contains the following choices, once you have logged
into the server:
Attach to Queue Use this option to join a call queue, which has already been
created by another user who has added you as an agent of their queue.
Create Queue If you wish to create a new call queue for your mailbox, you can
create it by selecting “Create Queue”. If you have this privilege enabled,
you will see a message stating that the queue was created successfully.
Otherwise, if “CREATE QUEUE” is not enabled for your mailbox, you
won’t be able to create or delete a call queue and you’ll see the following
message: “You do not have the privilege to create or delete this call
queue”.
Delete Queue Use this option to delete your existing call queue. The privilege
“CREATE QUEUE” must be enabled for your mailbox in order to delete
an existing queue. In order to delete a call queue, no agents can be
currently attached to the queue (and therefore, the queue must have no
calls).
Login Used to start the logon process.
Logout Used to close the connection to Amanda Portal server without exiting
from CallQ Agent.
Exit This closes the CallQ Agent program.
When you click “Attach to Queue”, you’ll see the dialog box like that shown in
Figure 5.