Mobile Agent Guide for Cisco Unified Contact Center Enterprise & Hosted Release 9.0(1)
Remote Agent user information
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Remote Agent user information

Remote Agent user information

Unified CCE Remote Agent Option is available on the following Cisco desktops:

  • Cisco CTI Toolkit Agent Desktop: Provides an interface that enables agents to perform telephony call control and agent state control. The CTI Toolkit Agent Desktop provides an interface to allow call data to be presented to an agent in the form of a screen pop. The CTI Toolkit Agent Desktop also provides agents with statistics and chat capability.

    Note


    CTI OS supports chat only between agents on the same peripheral.
  • Cisco CTI Toolkit Unified CCE Supervisor Desktop: The Supervisor Desktop has all of the functionality of the agent desktop, with additional functions for monitoring and managing Agent Team members.

    Note


    The CTI Toolkit Unified CCE Supervisor Desktop is supported for use only on Unified CCE Enterprise. It is not supported for use on TDM peripherals.
  • Cisco Agent Desktop: Provides call control capabilities—such as call answer, hold, conference, and transfer, and ACD state control—ready/not ready, wrap up, and so forth. Customer information is presented to an agent through an enterprise data window and an optional screen pop. Cisco Agent Desktop requires minimum screen real estate and enables agents to customize its functionality to meet their individual needs.

    Note


    Cisco Agent Desktop is not available with IP Phone Agent using an analog phone.

Note



CTI Toolkit and CAD desktops

CTI Toolkit Agent Desktop FAQ


Q. 

How does an agent log in to the desktop?

A. 

To log in to CTI Toolkit Agent Desktop, click the Login button. The Login button connects agents to the CTI Server and logs the agent into a selected ACD switch. When an agent clicks the Login button, the CTI Login dialog box appears.

Enter the following information in the dialog box:

  • Connect to. Use the drop-down menu to select the connection profile that you want to use.
  • Agent ID. The agent ID as assigned by the agent's manager.

    Note


    Depending on the option chosen for logging in during the installation of the CTI OS Server, the Login dialog box on the agent desktop prompts for either the Agent ID or the Login Name.
  • Password. The password as assigned by the agent's manager.
  • Instrument. The device ID assigned to the teleset where the agent will receive calls.

After entering this information, click the OK button.

After a successful login, the following occurs:

  • The agent automatically enters the state configured on the switch, either Ready or Not Ready state.
  • The status bar on the bottom of the CTI Toolkit Agent Desktop Screen displays the following information:
    • Agent ID for the logged-in agent
    • Agent Extension
    • Agent Instrument
    • Current Agent Status
    • The server that the agent is connected to
  • Buttons for actions that are allowed from your current agent state are enabled.

Note


If the Login button is not enabled when the CTI Toolkit Agent Desktop displays, the remote agent did not successfully log in.

Q. 

How can an agent verify a successful login?

A. 

After a successful login, the following occurs:

  • The remote agent automatically enters the state configured on the switch, either Ready or Not Ready state.
  • The status bar on the bottom of the CTI Toolkit Agent Desktop window displays the following information:
    • Agent ID for the logged in agent
    • Agent Extension
    • Agent Instrument
    • Current Agent Status
    • The server that the agent is connected to
  • Buttons for actions that are allowed from your current agent state are enabled.

Q. 

How does an agent enter the Ready state to start accepting calls?

A. 

An agent enters either Ready or Not Ready state on completion of a successful login, depending on the configuration of the agent's switch. If the agent is in the Not Ready state and the Ready button is enabled, enter the Ready state by clicking the Ready button.

Q. 

How does an agent perform a transfer?

A. 

To transfer a call, perform the following steps:

  1. Click the Transfer button. The CTI Dialing Pad dialog box appears.
  2. Enter the phone number to be dialed in the Dialed Number field or select a destination from the pull-down menu. The pull-down menu contains the last six numbers dialed from this desktop.
  3. Optionally, click the More button to display the Call Data tab, where you can enter data associated with the call.

The remaining steps depend on whether the agent wants to speak with the consulted agent upon call transfer.

  • If the agent does not want to speak with the consulted agent, click the Single Step button. The call is automatically transferred.
  • If the agent wants to speak with the consulted agent, click the Transfer Init button. After the Transfer Init button is pressed, the call is placed on hold. The agent has an opportunity to speak to the consulted agent before completing the transfer. When the consult call is answered, the button changes to Transfer Complete. To complete the transfer, click the Transfer Complete button.

Q. 

How does an agent initiate a conference call?

A. 

To initiate a conference call, perform the following steps:

  1. Click the Conference button. The CTI Dialing Pad dialog box appears.
  2. Enter the phone number to be dialed in the Dialed Number field or select a destination from the pull-down menu. The pull-down menu contains the last six numbers dialed from this desktop.
  3. Optionally, click the More button to display the CTI Dialing Pad.
  4. Click the Conference Init button. The call is now put on hold. The agent has an opportunity to speak to the consulted agent before completing the conference. When the consult call is answered, the button changes to Conference Complete. To complete the conference, click the Conference Complete button.

When the conference operation is completed, the two calls then appear on the Call Information Grid as one call.

Q. 

When is an agent available to make calls?

A. 

An agent can make calls if the Dial button is enabled. Depending on the agent's switch, the agent can also make calls if the Ready or Not Ready buttons are enabled.

CAD desktop FAQ


Q. 

How does an agent log in to the desktop?

A. 

To start agent desktop:

  1. Choose Start > Programs > Cisco > Desktop > Agent. The Agent Login dialog box appears.

    Note


    For Unified CCE only, agent desktop prompts for either the remote agent's Login ID or the Login Name in the Login dialog box. Which prompt appears depends on how the administrator has configured the system.

    Note


    If the login method (Login Name or Login ID) is changed while the remote agent is in the process of logging in, an error message appears stating that the login method has changed. The remote agent must restart agent desktop to log in using the new method. (The information in this note is not applicable to Cisco Unified Contact Center Express [Unified CCX].)
  2. Enter the remote agent login ID or login name, password, and extension in the appropriate fields, and then click OK or press Enter.
    • If the remote agent attempts to log in and the login ID/login name (with or without the same extension used in association with it) is already in use by another agent, the remote agent is asked to forcibly log in. If the remote agent opts to do so, that agent is logged in and the other agent using that ID is logged out.
    • If the remote agent attempts to log in and the extension is already in use by another agent, that agent cannot log in unless a different extension is entered.
    Agent desktop starts and is immediately minimized on the taskbar at the bottom of the remote agent's Windows desktop.

Login notes:

  • The maximum length for the Login Name field is 32 characters. For Agent ID, extension and password fields, the maximum data length is limited to 12 characters.
  • Agent desktop can control only those calls on the extension entered in the Login dialog box, even if the remote agent is configured with multiple extensions.

Q. 

How does an agent get into the Ready state to start accepting calls?

A. 

Clicking the Ready button changes the state to Ready, indicating that the remote agent is available to receive ACD calls.

Q. 

How does an agent transfer a call?

A. 

There are two types of transfer calls:

  • Supervised transfers. In a supervised transfer, the remote agent speaks to the third party to whom the call is being transferred before connecting the active call, to confirm that the third party is ready to accept the call.
  • Blind transfers. In a blind transfer, the remote agent transfers the active call to the third party without speaking. The remote agent hangs up before the third party answers the phone and, therefore, cannot confirm if the third party is ready to accept the call.

To transfer a call:

  1. With a call active, click Transfer. The Transferring Call window appears.
  2. Enter the phone number to which the remote agent is transferring the call in the Name: Number field.
  3. Click Dial. When the phone rings, the Dial button changes to the Transfer button.
  4. Take one of the following actions:
    • For a supervised transfer, wait for the third person to answer the phone, announce the transfer, and then click Transfer.
    • For a blind transfer, click Transfer without waiting for the third person to pick up the phone.

Q. 

How does an agent initiate a conference call?

A. 

There are two types of conference calls:

  • Supervised conference. In a supervised conference, the remote agent speaks to the third party they want to add to the call before completing the conference, to confirm that the third party is ready to accept the call.
  • Blind conference. In a blind conference, the remote agent adds the third party to the conference without speaking to them.

    Note


    When using a blind conference to add someone to the call, the remote agent might or might not see the call tagged as a conference call in the dashboard pane.

To make a conference call:

  1. With a call active, click Conference. The Conferencing window appears.
  2. Enter the phone number of the person the remote agent wants to add to the call in the Name: Number field.
  3. Click Dial. When the phone rings, the Dial button changes to the Add to Conf. button.
  4. Take one of the following actions:
    • For a supervised conference, wait for the third person to answer the phone, announce the conference, then click Add to Conf..
    • For a blind conference, click Add to Conf. without waiting for the third person to pick up the phone.
    The Conferencing window closes.
  5. To add one or more people to the conference call, repeat Steps 1 to 4 for each person.

Note


The total number of conference call participants on a call is determined by settings on the Unified CM. Ask you supervisor for the total number configured for your contact center.

Q. 

When is an agent available to make calls?

A. 

When the remote agent is in the Not Ready state and the system is functioning to enable call control, the agent is available to make and receive calls.

Installation and configuration checklists

Remote Agent with IP phone components checklist

Issue

Resolution

Does the IP Phone boot?

Make sure the separate power supply is used for the phone. The 831 router does not supply power to the IP Phone.

Does the IP Phone register with Unified CM?

The phone must be configured for DHCP; also, domain information must be entered in to the phone configuration.

Is the IPsec tunnel running?

Reboot the 831.

Do you have internet access?

Make sure you have network access to the internet.

Can the agent desktop log in to CTI OS Server?

Make sure the PC is registered in DNS.

Make sure the agent login ID/password is valid.

When you pick up the IP Phone, does the desktop reflect that the line is off hook?

Cycle the PG for the remote agent.

Are callers routed to the remote agent?

Make sure callers are routing to the remote agent and the PG is online.

When the remote agent receives a call, does the desktop client's main window display the incoming call?

Check to see if the desktop client's main window displays the incoming call.

Is the desktop window displaying the incoming call correctly?

Check to see if the desktop window displays the incoming call correctly.

What is the readiness state of the agent when taking a call using an IP Phone?

As soon as the agent takes a call (either via the IP Phone or the agent desktop), the agent state changes to either the Talking state or the Not Ready state and the agent is unavailable for calls. (The agent cannot receive any calls while already on a call.)

Remote Agent with analog phone components checklist

Issue

Resolution

Can the agent desktop log in to CTI OS Server?

Make sure the PC is registered in DNS.

Make sure the agent login ID/password is valid.

Is there a dial tone?

Pick up the analog phone and listen for a dial tone to ensure the phone is connected.

Do you have Internet access?

Make sure you have network access to the Internet.

Are callers routed to the remote agent?

Make sure callers are routing to the remote agent and the PG is online.

What's the agent's readiness state when taking a call using an analog phone?

Remote agents using an analog phone must manually place themselves in the Not Ready state after taking a call.

Hardware installation and configuration

For more information about desktop hardware requirements, see Hardware & System Software Specification (Bill of Materials) for Cisco Unified ICM/Contact Center Enterprise & Hosted, Release 9.0(1) and Cisco Response Solutions (CRS) Software and Hardware Compatibility Guide (located on the Cisco web site: http:/​/​www.cisco.com/​univercd/​cc/​td/​doc/​product/​icm/​index.htm).