HiPath ProCenter Agile, Version 6.5 - the HiPath Knowledge Base

HiPath ProCenter 

Agile, Version 6.5 

Client Desktop Getting Started Guide

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Content 

Content 0 

1 About this guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-1 

1.1 Who should use this guide. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-1 

1.2 How to use this guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-2 

1.3 How this guide is organized. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-2 

1.4 Related documentation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-3 

1.4.1 Service documentation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-3 

1.4.2 User documentation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-3 

1.4.3 System integration documentation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-4 

1.5 Formatting conventions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-4 

1.6 Documentation feedback . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-4 

2 Getting started with the Client Desktop . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-1 

2.1 Starting the Client Desktop . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-1 

2.2 The Client Desktop main window. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-2 

2.3 Changing the working language . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-4 

2.4 Exiting the Client Desktop . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-5 

3 Introducing the Client Desktop environment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-1 

3.1 Menu bar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-1 

3.2 Standard toolbar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-2 

3.3 Broadcaster . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-2 

3.4 Personal Performance toolbar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-3 

3.5 Media bar. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-4 

3.6 Status bar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-4 

4 Using the Directory, Speed List, and Team List . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-1 

4.1 Directory . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-1 

4.1.1 Viewing the details of an entry . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-2 

4.1.2 Contacting a person in the Directory. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-2 

4.2 Speed List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-3 

4.2.1 Viewing the details of an entry . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-4 

4.2.2 Contacting a person in the Speed List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-4 

4.2.3 Adding and deleting a Speed List entry . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-5 

4.3 Speed Bar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-7 

4.3.1 Contacting a person on the Speed Bar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-7 

4.3.2 Adding and deleting a Speed Bar entry . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-8 

4.4 Team List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-9 

4.4.1 Contacting a person on the Team List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-10 

4.5 Team Bar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-10 

4.5.1 Contacting a person on the Team Bar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-10 

5 Using the Contact Logs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-1 

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5.1 About the Contact Logs. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-1 

5.2 Opening the Activity Log and Ongoing Activity Log . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-2 

5.2.1 Viewing the details of an entry . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-2 

5.3 Viewing contact details information. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-2 

5.4 Selecting a group of contacts to view . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-3 

5.5 Finding the information you need . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-4 

5.6 Summary of features. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-5 

6 Understanding user states . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-1 

6.1 About user states . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-1 

6.2 Selecting and changing your user state . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-2 

6.3 Direct calls. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-2 

7 Handling a call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-1 

7.1 About inbound customer calls. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-1 

7.2 Preparing to handle a customer call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-2 

7.3 Receiving a call. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-3 

7.4 Answering a call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-6 

7.5 Handling a call: some typical scenarios . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-6 

7.5.1 Placing a call on hold . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-7 

7.5.2 Retrieving a call that is on hold. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-7 

7.5.3 Transferring a call. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-7 

7.5.4 Consulting on a call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-8 

7.5.5 Conferencing on a call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-9 

7.5.6 Requeuing a call. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-9 

7.5.7 Disconnecting a call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-9 

7.5.8 Wrapping up a call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-10 

7.6 Making a new call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-11 

7.7 Logging off from Voice . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-12 

8 Handling a callback . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8-1 

8.1 About callbacks. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8-1 

8.2 Preparing to handle a callback . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8-2 

8.3 Receiving a callback request . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8-3 

8.4 Accepting a callback request . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8-5 

8.4.1 Accepting a request with Preview Callbacks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8-5 

8.4.2 Accepting a request without Preview Callbacks. . . . . . . . . . . . . . . . . . . . . . . . . . . 8-6 

8.5 Handling a callback: some typical scenarios. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8-6 

8.5.1 Placing a callback on hold . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8-6 

8.5.2 Retrieving a callback that is on hold. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8-7 

8.5.3 Consulting on a callback. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8-7 

8.5.4 Working with schedule entries . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8-7 

8.5.5 Disconnecting a callback . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8-9 

8.5.6 Wrapping up a callback . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8-11 

8.6 Creating a new callback . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8-11 

9 Handling an e-mail message. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9-1 

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9.1 About e-mail messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9-1 

9.2 Preparing to handle an e-mail message . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9-2 

9.3 Receiving an e-mail message . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9-3 

9.4 Handling an e-mail message: some typical scenarios. . . . . . . . . . . . . . . . . . . . . . . . . 9-4 

9.4.1 Replying to a plain e-mail message (no suggested reply). . . . . . . . . . . . . . . . . . . 9-5 

9.4.2 Replying to an e-mail message (with a suggested reply) . . . . . . . . . . . . . . . . . . . 9-6 

9.4.3 Replying to an e-mail message while in training mode . . . . . . . . . . . . . . . . . . . . . 9-8 

9.4.4 Deferring an e-mail message . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9-8 

9.4.5 Resuming the handling of a deferred e-mail message . . . . . . . . . . . . . . . . . . . . . 9-9 

9.4.6 Reviewing an e-mail history . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9-9 

9.4.7 Wrapping up an e-mail message. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9-11 

9.5 Creating a new e-mail message . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9-11 

10 Getting feedback on your work . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10-1 

10.1 About personal performance statistics. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10-1 

10.2 Viewing personal performance statistics on the toolbar. . . . . . . . . . . . . . . . . . . . . . 10-2 

10.3 Ordering the statistics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10-3 

10.4 Adding or removing a statistic from the toolbar . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10-4 

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Content 


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About this guide 

Who should use this guide 

1 About this guide 

Welcome to HiPath ProCenter, the contact center system for routing, handling, and tracking 

customer contacts. 

HiPath ProCenter is a multimedia system. You can use it to handle customer contacts such as 

telephone calls, callbacks, and e-mail messages and you can be logged on to handle more than 

one contact type at the same time. 

This guide is about the Client Desktop, the component of HiPath ProCenter that helps you 

handle contacts. The Client Desktop shows you details about a contact when it arrives at your 

screen, provides many options for handling it, and then helps you wrap it up. 

The Client Desktop is a versatile application with a user-friendly interface. It places a lot of 

information about customer contacts right at your fingertips. In addition, it allows you to 

customize many of its features to suit your own preferences and working style. 

The Client Desktop keeps you up to date on important matters by displaying, for example: 

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General and statistical information about the contact center, including its current overall 

performance. 

The availability of your coworkers (for example, other users, managers, and subject matter 

experts). At any given time, you know whom you can contact for assistance. 

Statistics that show how you are doing in relation to the targets set for you. For example, 

you can see your average handling time for telephone calls, callbacks, and e-mail 

messages. You do not have to wait until the end of the day or week to find out whether you 

are meeting your targets. 

Information about an inbound customer contact. 

This Client Desktop Getting Started Guide provides an overview of the Client Desktop and its 

main features. Complete details about using the Client Desktop are available in the online Help. 

1.1 Who should use this guide 

This guide is intended primarily for contact center staff who are first-time users of the Client 

Desktop. This includes front-line agents and associates who receive inbound customer 

contacts, as well as people who provide additional, expert information to address customer 

issues. In this guide, all these people are referred to as “users” of the Client Desktop. 

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How to use this guide 

1.2 How to use this guide 

This guide provides a conceptual overview of the Client Desktop application. It explains how 

the Client Desktop can help you manage your everyday, routine activities. 

The guide walks you through the basic processes of handling inbound customer contacts, 

monitoring and communicating with other users, and tracking customer contact activity. It 

shows you step-by-step how to access different features and how to change the options that 

apply to them. There are many options that you can set or change to suit your personal 

preferences. 

We recommend that you read this guide in its entirety, so that you fully understand the role of 

the Client Desktop in the day-to-day operation of your contact center. 

You can find more information about the Client Desktop, including its functions, features, and 

options, in the online Help. 

1.3 How this guide is organized 

The Client Desktop Getting Started Guide is organized around the main tasks that a person 

working in a contact center needs to perform. It includes the following chapters: 

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● 

● 

● 

● 

● 

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Chapter 1, “About this guide”, describes the guide’s intended audience, contents, 

formatting conventions used, and the other guides that are part of the HiPath ProCenter 

documentation set. 

Chapter 2, “Getting started with the Client Desktop”, explains how to start and exit the 

Client Desktop, and how to change the working language. This chapter also provides a first 

look at the Client Desktop main window. 

Chapter 3, “Introducing the Client Desktop environment”, describes the components of the 

main window. 

Chapter 4, “Using the Directory, Speed List, and Team List”, describes the Directory, the 

Speed List, and the Team List. These features of the Client Desktop facilitate your 

communication with other users, making them easily accessible to you as you work. 

Chapter 5, “Using the Contact Logs”, describes the two Contact Logs: the Activity Log, 

which stores information about all your contacts within the last 24 hours of logged-on time; 

and the Ongoing Activity Log, which stores any e-mail messages that are outstanding. 

Chapter 6, “Understanding user states”, explores the purpose and function of the three 

user states. This chapter explains how your user state plays a role in whether you can 

receive customer contacts and whether you can make or receive direct calls. 

Chapter 7, “Handling a call”, describes the steps of handling a customer call. This chapter 

shows you how to answer, consult on, and transfer calls. 

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Related documentation 

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● 

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Chapter 8, “Handling a callback”, describes the steps of handling a callback. This chapter 

shows you how to receive a callback request, respond to it, and create your own callback. 

Chapter 9, “Handling an e-mail message”, describes steps of handling an e-mail message. 

The chapter shows you how to reply to, defer, and forward e-mail messages. 

Chapter 10, “Getting feedback on your work”, explains how the Client Desktop delivers 

feedback to you about your work. It describes how you can view your performance and the 

targets set for you. 

1.4 Related documentation 

The following guides contain additional information about HiPath ProCenter. 

1.4.1 Service documentation 

Planning and Design Guide, Version 6.5, A31003-S2265-S130-1-7620 

This guide provides detailed instructions on how to create and configure a design database, as 

well as instructions on how to put the design database into production at the customer site. 

Hardware Integration Guide, Version 6.5, A31003-S2265-S120-1-7620 

This guide provides detailed instructions on how to configure the various supported switches 

and integrate HiPath ProCenter software with third-party hardware, such as wallboards, 

corporate e-mail servers, corporate Web servers, and Interalia-supported hardware. 

Installation and Maintenance Guide, Version 6.5, A31003-S2265-S100-1-7620 

This guide provides detailed instructions on how to install the HiPath ProCenter software on 

both server and client machines, and describes how to perform ongoing maintenance of the 

HiPath ProCenter system. 

1.4.2 User documentation 

Overview Guide, Version 6.5, A31003-S2265-A120-1-76A9 

This guide provides an overview of the main HiPath ProCenter concepts and features, including 

detailed hardware, software, and network requirements specific to each supported switch. 

Manager Getting Started Guide, Version 6.5, A31003-S2265-A110-1-7619 

This guide provides an overview of the Manager application and walks users through the 

various administration tasks that need to be performed on an ongoing basis. 

Reporting Reference Guide, Version 6.5, A31003-S2265-A210-1-76A9 

This guide provides detailed information on interpreting reports, including descriptions of the 

report types, report level descriptions of the predefined report templates, detailed column 

descriptions, and descriptions of the calculations of the statistics that appear in the reports. 

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Formatting conventions 

1.4.3 System integration documentation 

IVR API Integration Guide, Version 6.5, A31003-S2265-E600-1-7619 

This guide describes how to integrate HiPath ProCenter with an Interactive Voice Response 

(IVR) system using the IVR Application Programming Interface (API). 

Screen Pop Integration Guide, Version 6.5, A31003-S2265-E700-1-7619 

This guide describes how to integrate HiPath ProCenter with the Screen Pop Application 

Programming Interface (API). 

1.5 Formatting conventions 

The following formatting conventions are used in this guide: 

Bold 

This font identifies HiPath ProCenter components, window and dialog box titles, and item 

names. 

Italics 

This font identifies references to related documentation. 

Monospace Font 

This font distinguishes text that you should type, or that the computer displays in a message. 

> 

Notes identify information that is useful but not essential, such as tips or alternative 

methods for performing a task. 

7 

Warnings identify information that is essential. Ignoring a warning can adversely 

affect the operation of the application. 

1.6 Documentation feedback 

To report an issue with this document, call your next level of support: 

● 

● 

Siemens employees should call the Interactive Customer Engagement Team (i-CET). 

Customers should call the Siemens Customer Support Center. 

When you call, be sure to include the following information. This will help identify which 

document you are having issues with. 

● Title: Client Desktop Getting Started Guide, Version 6.5 

● 

Order Number: A31003-S2265-B100-1-7619 

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Getting started with the Client Desktop 

Starting the Client Desktop 

2 Getting started with the Client Desktop 

This chapter explains how to log on to the Client Desktop and briefly describes the parts of the 

main window. 

In this chapter, you learn about: 

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● 

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Starting the Client Desktop 

Client Desktop main window 

Changing the working language 

Exiting the Client Desktop 

> 

Logging on – To log on to the Client Desktop, one of the following must be true: 

● 

You have a user name and password for the Client Desktop. 

● 

Your Windows logon is configured to serve as your Client Desktop logon. 

2.1 Starting the Client Desktop 

The Client Desktop application runs in Windows. Start the Client Desktop after you log on to 

Windows. 

To start the Client Desktop: 

1. On the Start menu, point to All Programs, then to HiPath ProCenter, and then click Client 

Desktop. The logon window appears. 

2. Enter the required information: 

> 

Logon window – If your Windows logon is configured to serve as your Client 

Desktop logon, you bypass this logon window and go directly to the Auto Logon at 

Startup dialog box (step 4, below). 

● 

In the User Name box, type your user name. 

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The Client Desktop main window 

● 

In the Password box, type your password. 

3. Click OK. If this is the first time you are logging on to the Client Desktop, the Auto Logon 

at Startup window appears. 

4. In the Auto Logon at Startup window, select the media that you will be working in: Voice, 

Callback, or E-mail. You can select as many media as you need, or none. 

> 

Auto Logon at Startup – The Auto Logon at Startup dialog box displays only the 

media that are configured for you in the Manager application. 

● 

● 

If you select Voice or Callback, you must enter an extension number: in the Extension 

box, type your extension number or select an extension from the list. 

If you select both Voice and Callback, one extension number is used for both media. 

5. Click OK. The Client Desktop main window appears. 

> 

Auto Logon settings – The Auto Logon at Startup dialog box appears only the first 

time you log on to the Client Desktop. The Client Desktop remembers your logon 

selections (for example, the media you selected, and your extension). The next time 

you start the application, it uses the same selections. 

You can change your auto logon selections at any time by accessing the Auto Logon 

at Startup dialog box from inside the Client Desktop. Refer to the online Help for 

details. 

2.2 The Client Desktop main window 

When the Client Desktop application starts, the main window appears. This window remains 

on your screen, in either full or icon mode, for the entire time that you work in the Client Desktop. 

Many of the feature 

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The Client Desktop main window 

s that are used to handle customer contacts are started directly from here. 

Menu bar 

Dial box 

Menu bar 

Team Bar 

Moving from the top of the window to the bottom, you can see the following: 

● 

● 

● 

● 

● 

● 

● 

The title bar: displays the name of the system (HiPath ProCenter) and component (Client 

Desktop) 

The menu bar: contains the File, Edit, View, Tools, Actions, etc., menus. 

C – The Standard toolbar: contains groups of buttons that are used to log on to the different 

media, change your user state, handle voice contacts, and view various features in the 

Client Desktop. 

D – The Broadcaster: displays contact center information and messages. You can 

customize the Broadcaster; for instructions, see Section 3.3, “Broadcaster”. 

E – The Personal Performance toolbar: displays your Personal Performance statistics (for 

example, Utilization, Average Voice Handle Time, and Average Work Time). Methods of 

arranging your statistics on the toolbar are described in Chapter 10, “Getting feedback on 

your work”. Explanations of individual statistics can be found in the online Help. 

F – The Speed Bar and Team Bar: provide quick access to frequently called numbers in 

the Speed List and Team List. The Bars are described in Chapter 4, “Using the Directory, 

Speed List, and Team List”. 

G – The Media bar: provides easy access to frequently used functions, such as creating a 

new e-mail message or callback, performing an e-mail history search, and opening the 

Activity Log. 

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Changing the working language 

● 

H – The Status bar: displays system messages. 

> 

Permissions and the main window – If your main window does not look exactly 

like the one in this manual, it may be because of: 

● 

● 

The items selected on your View menu. 

The settings and permissions enabled for you in the Manager application. 

If a button is dimmed, it is not available to you at this time. Otherwise, you can use it. But 

regardless of how a button appears, if you point to it with your mouse, a ToolTip appears 

showing its name. We suggest that you pass your mouse over the buttons to become familiar 

with their names and functions. (For instructions on how to enable the ToolTips, refer to Section 

3.2, “Standard toolbar”.) 

2.3 Changing the working language 

After you log on to the Client Desktop, you can select the language you want to work in. The 

Client Desktop supports the following languages: English, French, German, Italian, 

Portuguese, and Spanish. 

> 

Changing the working language – When you change your working language, all 

the components in the Client Desktop immediately change to the new language, 

including menus, commands, windows, dialog boxes, and the Help system. You do 

not need to restart the Client Desktop. 

To change the working language: 

● 

On the Tools menu, point to Select Language, and then click the language that you want 

to work in. The change takes effect immediately and automatically. 

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2.4 Exiting the Client Desktop 

When you are finished working with the Client Desktop, for example, at the end of your shift, 

you can exit the application. 

To exit the Client Desktop: 

1. On the File menu, click Exit. A confirmation window appears. 

We recommend that you leave the Do not show me this logon again check box cleared. 

This ensures that the confirmation window appears each time you exit. 

2. To exit the application, click Yes. 

> 

Displaying the confirmation window – You can customize the Client Desktop to 

either display or not display the confirmation window each time you exit. Refer to the 

online Help for details. 

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agentintro.fm 

Introducing the Client Desktop environment 

Menu bar 

3 Introducing the Client Desktop environment 

This chapter describes some of the tools available to you from the main window. The Client 

Desktop environment is friendly and easy to use. 

When information arrives at your Client Desktop, it is displayed on the Broadcaster, the 

Personal Performance toolbar, or the Status bar. Your can configure these features to be 

displayed or hidden. 


● 

● 

● 

● 

● 

Basic features in the main window (Menu bar, Standard toolbar, Status bar) 

Broadcaster 

Personal Performance toolbar 

Media bar 

Status bar 

We recommend that you treat this chapter as a hands-on exercise. Open the features 

described and review the options that are available for them. Try changing some of the options 

and see what happens. The goal is for you to feel comfortable with the Client Desktop 

environment so that when the need arises, you know how to quickly find the information you 

need. 

a 

> 

Options and permissions – As we tour the Client Desktop environment, you might 

not see every item mentioned. Certain options and permissions are set in the 

Manager application, and these settings determine what is available to you in the 

Client Desktop. 

3.1 Menu bar 

On the Menu bar, open some of the menus to get an overview of their contents. Notice, for 

example, that: 

● 

● 

● 

The View menu has options for displaying objects (Personal Performance toolbar, Ongoing 

Activity Log, Team List). 

The Tools menu is where you customize your environment (the working language, 

configuration of toolbars, and other options). 

The Actions menu allows you to change your user state (Available, Unavailable, Work) 

and contains commands for handling customer contacts. 

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Standard toolbar 

a 

3.2 Standard toolbar 

The Menu bar contains commands for handling your customer contacts. An alternate way of 

accessing these commands is to use the buttons on the Standard toolbar. Many users find it 

easier to click a button than to open a menu and find the command they want. 

a 

> 

Actions menu – When you are not in the process of handling a customer contact, 

most of the commands on the Actions menu are unavailable. 

> 

Displaying the Standard toolbar – If the Standard toolbar does not appear in the 

main window, do the following: 

● 

On the View menu, point to Toolbars, and then click Standard. 

The buttons on the toolbar are grouped according to their function. From left to right, they are: 

● 

● 

● 

User state controls (Available, Unavailable, Work). User states and their effect on your 

work are discussed in Chapter 6, “Understanding user states”. 

Contact controls (Answer, Hold, Transfer, Consult). Call-handling procedures are 

described in Chapter 7, “Handling a call”. 

Display controls (Contact Details, Contact Log, Team List) 

To see the name of a button, point to it with your mouse. A ToolTip appears, showing the name 

or function of the button. 

a 

> 

Displaying ToolTips – If a ToolTip does not appear when you point to a button, do 

the following: 

1. On the Tools menu, click Options. The Options window appears. 

2. In the left pane, click Personal. 

3. Under Show, select the ToolTips check box. 

4. Click OK. 

3.3 Broadcaster 

While you are working, you can see messages on your Broadcaster. The messages are 

constructed in the Manager application and might contain, for example, information about the 

current status of the call center, such as the average wait time, or the average call-handling 

time. 

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Personal Performance toolbar 

a 

> 

Displaying the Broadcaster – If the Broadcaster does not appear in the main 

window, do the following: 

● 

On the View menu, click Broadcaster. 

You can change the appearance of the Broadcaster to suit your own preferences. You might 

prefer the information to move slower or faster, or you might prefer a different scroll direction 

(left to right, or right to left). You can also make the Broadcaster pause when you point to it. 

To configure the Broadcaster: 

1. On the Tools menu, click Options. The Options window appears. In the left pane, click 

Broadcaster. 

2. Make your changes in the Broadcaster dialog box. 

● 

● 

● 

● 

To change the scroll direction of the Broadcaster, click From Left to Right or From 

Right to Left. This change takes effect immediately. 

To display the control buttons on the right side of the Broadcaster, click Show control 

buttons. These buttons allow you to change the speed of the Broadcaster right on the 

main window. 

To pause the Broadcaster when you point to it with the mouse, click Pause 

Broadcaster on Mouse Over. This change takes effect immediately. 

To change the scrolling speed of the Broadcaster, move the slider. This change takes 

effect immediately. 

3. Click OK. 

3.4 Personal Performance toolbar 

The Personal Performance bar, in the Client Desktop main window, is where you can see 

statistics about your own performance in the contact center, for example, the average amount 

of time you spend handling customer contacts and the number of contacts you handled since 

logging on. 

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Media bar 

a 

You can customize the Personal Performance toolbar to suit your needs. For more information, 

see Chapter 10, “Getting feedback on your work”. 

3.5 Media bar 

The Media bar is a small area under the Personal Performance toolbar, usually on the left side 

of the main window. When you are handling customer contacts, the buttons on the Media bar 

provide easy access to frequently used commands. 

a 

> 

Displaying the Personal Performance toolbar – If the Personal Performance 

toolbar does not appear in the main window, do the following: 

● 

On the View menu, point to Toolbars, and then click Personal Performance. 

To see the purpose of each button, point to it with your mouse. A ToolTip appears, showing the 

name or function of the button. 

This Client Desktop Getting Started Guide explains how to open various features and handle 

customer contacts using the menus. Toolbar buttons provide an alternative method. 

3.6 Status bar 

HiPath ProCenter uses the Status bar to display messages about the system. The Status bar 

is in the lower part of the main window. 

a 

> 

Displaying the Media bar – If the Media bar does not appear in the main window, 

do the following: 

● 

On the View menu, point to Toolbars, and then click Media. 

> 

Displaying the Status bar – If the Status bar does not appear in the main window, 

do the following: 

● 

On the View menu, click Status Bar. 

Your user name is displayed at the right end of the bar. 

You can specify the amount of time that messages should remain on the Status bar. You can 

also configure the Messages window to display each time there is a new message. For details, 

refer to the online Help. 

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agentcntinfo-store.fm 

Using the Directory, Speed List, and Team List 

Directory 

4 Using the Directory, Speed List, and Team List 

The Client Desktop includes three features that can greatly simplify your work: the Directory, 

the Speed List, and the Team List. Each feature has its own purpose and is used to store a 

different type of information. 

In this chapter, you learn about the purpose and function of the following: 

● 

● 

● 

Directory 

Speed List 

Team List 

We suggest that you treat this chapter as a hands-on exercise. Display each list in your window 

and review the options available for it. Try changing some of the options and watch what 

happens. The goal is for you to feel comfortable moving around and working in the Client 

Desktop environment. 

a 

> 

Permissions – As we survey the Directory, Speed List, and Team List, you might not 

see every feature or option mentioned. Certain permissions are set in the Manager 

application, and these settings determine what is available to you in the Client 

Desktop. 

4.1 Directory 

The Directory is a window into an external database, for example, your company's directory or 

other external directory service. The Directory is accessible from almost everywhere in the 

Client Desktop, for example, from the main window, the Speed List, and the System Messages 

window. 

To open the Directory: 

● 

On the View menu, click Directory. The Directory window appears. 

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Directory 

Figure 4-1 

Directory 

The Directory is a window into external directories or services, so you cannot add or delete 

entries from the Directory. 

4.1.1 Viewing the details of an entry 

You can view the details of an entry in the Directory. 

To view the details of an entry: 

● 

Double-click the entry. The Details Entry window appears. 

4.1.2 Contacting a person in the Directory 

You can contact a person in the Directory by making a telephone call, creating a callback, or 

sending an e-mail message. Choose any contact type, depending on the information available 

in the Directory entry. That is, for calls and callbacks, there must be a telephone number in the 

entry, and for e-mail messages, there must be an e-mail address. 

a 

> 

Multiple telephone numbers or e-mail addresses – If there is more than one 

telephone number or e-mail address available for a Directory entry, the system 

displays all the numbers and e-mail addresses for you to select from when you 

initiate the contact. 

To call a person in the Directory: 

1. Select the name of the person you want to call. 

2. On the Actions menu, point to Call, and then select the telephone number you want to dial. 

The New Call dialog box appears. 

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Speed List 

The Number box is prefilled with the telephone number you selected. To change the 

telephone number, you can do either of the following: 

● 

● 

Type your changes directly into the Number box. 

Click Details to expand the New Call dialog box to display the Country code, Area 

code, and Number fields. Use these fields if you want to change the number one part 

at a time. Then click OK. 

3. Click to dial the number. 

To create a callback for a person in the Directory: 

1. Select the name of the person you want to call back. 

2. On the Actions menu, point to Callback, and then select the telephone number to use. 

The Create Callback - Contact Details window opens. 

3. The Contact Name box is prefilled. To continue creating the callback, follow the instructions 

in Section 8.6, “Creating a new callback”. 

To send an e-mail message to a person in the Directory: 

1. Select the name of the person you want to send an e-mail message to. 

2. On the Actions menu, point to E-mail, and then select the e-mail address to use. The 

Create E-mail - Contact Details window opens. 

3. The To box is prefilled with the recipient’s address. Type any changes directly in the To box, 

or click To to open the Select Names dialog box and select the address you need. 

4. In the Subject box, type the subject of the message. 

5. In the message region, type the message. 

6. On the Actions menu, click Send. 

4.2 Speed List 

The Speed List is a convenient place to store information about people that you contact 

frequently. It is like your personal telephone book, and it can store e-mail addresses as well. 

The Speed List is accessible from almost everywhere in the Client Desktop, for example, from 

the main window, the Activity Log, and the System Messages window. 

To open the Speed List: 

● 

On the View menu, click Speed List. The Personal Lists window appears, displaying the 

Speed List. 

A31003-S2265-B100-1-7619, May 2005 




Speed List 

Figure 4-2 

Personal Lists window – Speed List 


You can view the details of an entry in the Speed List. 


● 


4.2.2 Contacting a person in the Speed List 

You can contact a person in the Speed List by making a telephone call, creating a callback, or 

sending an e-mail message. Choose any contact type, depending on the information available 

in the Speed List entry. That is, for calls and callbacks, there must be a telephone number in 

the entry, and for e-mail messages, there must be an e-mail address. 

a 

> 

Multiple telephone numbers or e-mail addresses – If there is more than one 

telephone number or e-mail address available for a Speed List entry, the system 

displays all the numbers and e-mail addresses for you to select from when you 

initiate the contact. 

To call a person in the Speed List: 

1. Select the person that you want to call. 

2. On the Actions menu, point to Call, and then select the telephone number you want to dial. 

The New Call dialog box appears. 

The Number box is prefilled with the telephone number you selected. To change the 

telephone number, you can do either of the following: 

A31003-S2265-B100-1-7619, May 2005 




Speed List 

● 

● 

Type your changes directly into the Number box. 

Click Details to expand the New Call dialog box to display the Country code, Area 

code, and Number fields. Use these fields if you want to change the number one part 

at a time. Then click OK. 

3. Click to dial the number. 

To create a callback for a person in the Speed List: 

1. Select the name of the person you want to create a callback for. 

2. On the Actions menu, point to Callback, and then select the telephone number to use. 

The Create Callback - Contact Details window opens. 

3. The Contact Name box is prefilled. To continue creating the callback, follow the instructions 

in Section 8.6, “Creating a new callback”. 

To send an e-mail message to a person in the Speed List: 


2. On the Actions menu, point to E-mail, and then select the e-mail address to use. The 

Create E-mail - Contact Details window opens. 

3. The To box is prefilled with the recipient’s address. Type any changes directly in the To box, 

or click To to open the Select Names dialog box. Select the person to send the message 

to and then click OK. 

4. In the Subject box, type the subject.message. 



4.2.3 Adding and deleting a Speed List entry 

The Speed List provides detailed information about your contacts, so that you can reach people 

quickly and easily without having to look up their information elsewhere. You can add a contacts 

to the Speed List from other Client Desktop features that contain the required information, and 

you can create new Speed List entries. If an entry is no longer needed, you can delete it. 

To add an entry to your Speed List from another list: 

1. On the View menu, click the location of the contact you want to add, for example, Directory 

or Activity Log. 

2. Select the entry to add. 

3. On the Actions menu, click Add to Speed List. 

A31003-S2265-B100-1-7619, May 2005 




Speed List 

To create a new entry in the Speed List: 

1. On the File menu, point to New, and then click Speed Entry. The Speed Entry dialog box 

opens. 

2. Type the person’s name. 

3. Enter at least one telephone number (Home, Office, or Mobile). To enter a telephone 

number, you can: 

● 

● 

Type the number. 

Click the button and enter the number one part at a time (Country code, Area code, 

Number), and then click OK. 

4. In the Default box, select the item to be the default contact method (if you entered more 

than one item of contact information). 

5. Click OK. 

To delete an entry from your Speed List: 

1. Select the entry that you want to delete. 

2. On the Edit menu, click Delete. 

I 

> 

Speed List and Speed Bar – When you delete an entry from the Speed List that is 

on your Speed Bar, the entry is also deleted from the Speed Bar. 

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Speed Bar 

4.3 Speed Bar 

The Speed Bar appears on the main window in the Client Desktop. If there are people in the 

Speed List that you contact very often, you can add their names to the Speed Bar, and then 

contact them directly from the main window. 

To open or hide the Speed Bar: 

● 

On the View menu in the main window, point to Toolbars, and then click Speed Bar. The 

Speed Bar appears. 

The names on the Speed Bar usually appear in a row, that is, one beside the other. 

You can resize the Speed Bar by dragging the right side of the Speed Bar to the left to create 

a list: 

4.3.1 Contacting a person on the Speed Bar 

You can contact a person on the Speed Bar by making a telephone call, creating a callback, or 

sending an e-mail message. Choose any contact type, depending on the information available. 

in the Speed List entry. That is, for calls and callbacks, there must be a telephone number in 

the entry, and for e-mail messages, there must be an e-mail address. 

I 

> 

Default contact method – When you hover the mouse pointer over a person’s 

name on the Speed Bar, a ToolTip appears showing the default contact method for 

that person. This was selected when you added the person to the Speed List. 

If you want to contact a person on the Speed Bar using the default contact method, here is a 

shortcut you can use. 

To contact a person using the default contact method: 

● 

On the Speed Bar, click the person’s name. 

A31003-S2265-B100-1-7619, May 2005 




Speed Bar 

● 

● 

If the default contact method is a telephone number, the New Call dialog box appears. 

Use the New Call dialog box the same way that you use it to call a person in the 

Directory. For details, refer to Section 4.1.2, “Contacting a person in the Directory”. 

If the default contact method is an e-mail address, the Create E-mail - Contact Details 

window appears. Use the Create E-mail - Contact Details window the same way that 

you use it to send an e-mail message to a person in the Directory. For details, refer to 

Section 4.1.2, “Contacting a person in the Directory”. 

If you need more flexibility when you contact a person on the Speed Bar, for example, if you 

need to choose between different telephone numbers or e-mail addresses, you can initiate the 

contact from a menu, similar to the way contacts are initiated from the Directory. 

To call a person on the Speed Bar: 

1. Right-click the Speed Bar entry that you want to contact, point to Call, and select the 

telephone number to call. The New Call dialog box appears, with the Number box prefilled. 

2. Use the New Call dialog box the same way that you use it to call a person in the Directory. 

For details, refer to Section 4.1.2, “Contacting a person in the Directory”. 

To create a callback for a person on the Speed Bar: 

1. Right-click the name of the person that you want to create a callback for, point to Create 

Callback, and then select the number that you want to use. The Create Callback - Contact 

Details window appears. 

2. For details about creating a callback, refer to Section 8.6, “Creating a new callback”. 

To send an e-mail message to a person on the Speed Bar: 

1. Right-click the Speed Bar entry that you want to contact, point to E-mail, and select the 

e-mail address to use. The Create E-mail - Contact Details window appears. 

2. Use the Create E-mail - Contact Details window the same way that you use it to send an 

e-mail message to a person in the Directory. For details, refer to Section 4.1.2, “Contacting 

a person in the Directory”. 

4.3.2 Adding and deleting a Speed Bar entry 

You can add entries from the Speed List to the Speed Bar, or if you no longer require an entry 

on the Speed Bar, you can delete the entry from the Speed Bar. 

To add a Speed List entry to the Speed Bar: 

1. In the Speed List, select the person that you want to add to the Speed Bar. 

2. On the Actions menu, click Add to Speed Bar. The entry is added to the Speed Bar. 

3. The entry is added to the Speed Bar. 

A31003-S2265-B100-1-7619, May 2005 




Team List 

I 

> 

Adding Speed Bar entries from other lists – You can add an entry to the Speed 

Bar from any window that contains contact information, for example, the Directory. 

The entry is also added to the Speed List, if it is not already there. 

To delete an entry from the Speed Bar: 

1. Select the item to delete. 

2. On the Edit menu, click Delete. 

4.4 Team List 

The Team List stores information about the members of your team. These are normally other 

users whom you can call upon for assistance in handling a customer. 

Team List entries can be added or deleted only in the Manager application. 

I 

> 

Accessing the Team List – The Team List is accessible from almost everywhere in 

the Client Desktop, for example, from the main window, the Directory, and the 

System Messages window. 

To open the Team List: 

● 

On the View menu, click Team List. The Personal Lists window appears with the Team 

List displayed. 

Figure 4-3 

Personal Lists window – Team List 

A31003-S2265-B100-1-7619, May 2005 




Team Bar 

a 

When you need to call another member of your team, the Team List helps you decide whom 

to call. The Team List displays each person’s current user state, indicates what type of 

contacts that person can currently receive, and the media that the person is currently 

logged on to. It is almost as if your teammates are present with you, working by your side. 

> 

User states – A person’s user states determines the types of telephone calls that 

can be made and received. For more information about user states, see Chapter 6, 

“Understanding user states”. 

4.4.1 Contacting a person on the Team List 

To call a person on your Team List: 


2. On the Actions menu, click Call. 

4.5 Team Bar 

Although the Team List is helpful when you need to contact your team members quickly, you 

can make the contact process even easier by adding people to the Team Bar. Then you can 

dial the person’s number directly from the main window. 

The Team Bar contains a subset of the entries in the Team List. 

To open or hide the Team Bar: 

● 

On the View menu in the main window, point to Toolbars, and then click Team Bar. 

4.5.1 Contacting a person on the Team Bar 

Use the Team Bar to quickly call one of the members of your team. 

To call a person on the Team Bar: 

● 

On the Team Bar, click the name of the person that you want to call. If the person is logged 

on to for voice or callbacks, the system attempts to call the person’s extension. 

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agentcntlog.fm 

Using the Contact Logs 

About the Contact Logs 

5 Using the Contact Logs 

The Client Desktop provides two useful tracking tools that keep a continually updated list of all 

your recent contacts. These tracking tools are the Activity Log and the Ongoing Activity Log, 

referred to as the Contact Logs. 

Any outstanding e-mail messages that have been deferred or sent for external consultation are 

stored here as well. 

In this chapter, you learn how to: 

● 

● 

● 

Select a particular group of contacts 

Select the details you want to see 

Put your contacts in a useful order 

We recommend that you treat this chapter as a hands-on exercise. Open the Contact Logs and 

review the options available. Try changing some of the options and see what happens. The goal 

is for you to feel comfortable customizing the Contact Logs, so you can adapt them to your own 

requirements. 

5.1 About the Contact Logs 

The Contact Logs help you track your contacts and find information quickly. 

There are two logs: 

● 

● 

The Activity Log stores all your contacts for your last 24 hours of logged-on time. This 

includes both contacts that you initiated and contacts that you received, for all media. It 

includes customer contacts and direct contacts. The system deletes a contact only when 

24 hours of your logged-on time has passed since the time of the contact. 

The Ongoing Activity Log shows your outstanding e-mail messages, that is, the e-mail 

messages that you deferred or sent for external consultation. The Ongoing Activity Log 

shows the date an e-mail message was received, who sent it, the subject, and the contact 

status. 

a 

> 

Permissions – The Ongoing Activity Log appears only if you are eligible to handle 

e-mail messages. 

You can customize the Contact Logs in many ways, for example, by selecting the particular 

group of contacts that you want to see, selecting and ordering details about the contacts, and 

sorting your contacts in a useful order. See Section 5.5, “Finding the information you need”, for 

an example of how you can customize the logs to meet particular requirements. 

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Opening the Activity Log and Ongoing Activity Log 

5.2 Opening the Activity Log and Ongoing Activity Log 

You can open a Contact Log from many windows and dialog boxes, for example, from the main 

window, from the Directory, from the Speed List and Team List, and from the System Messages 

window. 

To open a Contact Log: 

● 

On the View menu, click Activity Log or Ongoing Activity Log. The Contact Logs 

window appears, displaying the log that you selected. 

Move from one log to the other by clicking the tabs in the upper part of the window. 


You can view the details of an entry in the Activity Log or Ongoing Activity Log. 


● 


5.3 Viewing contact details information 

In the Activity Log, you can view contact details information for any entry that is a routed, 

inbound, and successful contact. No contact details information is available for deleted 

callbacks and discarded e-mail messages. 

In the Ongoing Activity Log, you can view contact details information for every entry. 

To view contact details information for an entry: 

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Selecting a group of contacts to view 

1. Select the entry whose contact details you want to view. 

2. On the View menu, view Contact Details. 

5.4 Selecting a group of contacts to view 

At times you might be interested in only a specific group of entries in the Contact Logs, rather 

than all entries. You can easily select the group you want to see. 

To select the contacts to view in the Activity Log: 

1. Click the Activity Log tab. 

2. On the View menu, point to Current View, and then click the desired group. 

To select the contacts to view in the Ongoing Activity Log: 

1. Click the Ongoing Activity Log tab. 

2. On the View menu, point to Current View, and then click the desired group. 

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Finding the information you need 

5.5 Finding the information you need 

The Activity Log and the Ongoing Activity Log can be customized in a variety of ways. You can: 

● 

● 

● 

Select the columns that you want to view. 

Arrange the columns in the order that you want to view them. 

Select a column to sort the contacts on, and select a sort order (none, ascending, or 

descending). 

Users often have a particular purpose in mind when they open their Contact Logs. Here is an 

example of particular information that you might need and how you can find it. 

Example: Suppose that you want to see all the routed voice contacts in your 

Activity Log, sorted by date, with the most recent contacts at the 

top. 

First, select the columns you want to see and sort them by the Occurred date. 

1. On the Tools menu, click Options, and then in the left pane, click Activity Log. 

2. Select the columns you want to see and arrange them in the order you want to 

see them. 

3. In the Sort by list, click Occurred. 

4. In the Sort order list, click Descending. 

5. Click OK. 

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Summary of features 

Second, open your Activity Log and select only the routed voice contacts. 

1. On the View menu, click Activity Log. The Contact Logs window appears, 

displaying the Activity Log. 

2. On the View menu, point to Current View, and then click Routed Voice. 

The result is a view of all your Routed Voice contacts, sorted by Occurred date, with 

the latest contacts at the top of the list and the earliest ones at the bottom of the list. 

a 

> 

5.6 Summary of features 

The Contact Logs are useful and can be customized to meet your needs. For both the Activity 

Log and the Ongoing Activity Log, you can select the particular group of contacts that you want 

to see, select and order details about the contacts, and sort your contacts in a useful order. 

The table below summarizes the options available for the Activity Log and Ongoing Activity Log. 

The Directory, Speed List, and Team List are included for comparison. 

Feature 

Finding information – The customization of the Activity Log that is described here 

can also be applied to the Directory, Speed List, Team List, and Ongoing Activity 

Log. 

Select 

current 

view 

Add and 

delete 

entries 

Find an entry 

with search 

tool 

Customize 

Activity Log ✓ Delete only ✓ ✓ 

Ongoing Activity Log ✓ ✓ ✓ 

Directory ✓ ✓ 

Speed List ✓ ✓ ✓ ✓ 

Team List ✓ ✓ ✓ 

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Summary of features 

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Understanding user states 

About user states 

6 Understanding user states 

User states play an important role in the type of calls and customer contacts you can receive. 

For example, when there is an inbound customer call, HiPath ProCenter looks at your current 

user state to determine if it can route the call to your extension. A call can be routed to your 

extension only when you are in Available state. 


● 

● 

How to select and change your user state 

How your user state affects the type of calls and customer contacts you can receive 

6.1 About user states 

There are three user states in the Client Desktop application. Their effect on inbound customer 

contacts (voice, callback, e-mail) is shown below. 

User state 

Available 

Effect on inbound customer contacts 

You are free to receive inbound customer contacts. 

Unavailable 

You cannot receive inbound customer contacts because you are away 

from your desk, on a break, or otherwise not available. 

Work 

You cannot receive inbound customer contacts because you are doing 

some other work, for example, wrapping up a previous customer 

contact. 

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Selecting and changing your user state 

6.2 Selecting and changing your user state 

To select or change your state, click one of the user state buttons on the Standard toolbar. 

These buttons are available for you to use only after you are logged on to one of the contact 

media (voice, callback, or e-mail). 

When you select Unavailable or Work state, if more than one Unavailable or Work reason has 

been defined in the Manager application, you are asked to select a reason for entering that 

state. 

If the Mandatory Wrap-up setting is enabled for you in the Manager application, then when you 

finish handling a customer contact, you are automatically placed in Work state. In this case, the 

system does not ask you to enter a reason. 

> 

Placing yourself in Unavailable state – If you are logged on to any of the media, 

remember to place yourself in Unavailable state whenever your workstation is 

unattended. When you are in Unavailable state, the system does not route contacts 

to you and does not need to forward unanswered calls. 

6.3 Direct calls 

Inbound customer calls are routed to your extension only if you are in Available state. But you 

can make and receive direct calls in any user state. 

Direct calls are calls made to a specific number. They include: 

● 

● 

● 

Internal calls – a call to or from a coworker to consult about a customer contact. 

Inbound personal calls – a call from outside the contact center directly to your extension 

number. 

Outbound calls – a call to a number outside the contact center. 

No matter which user state you are in, another user can transfer customer calls to you or 

consult with you on a call. 

The main characteristics of the three user states are summarized in the table below. 

User state 

Can receive inbound 

customer contacts 

Can make and receive 

direct calls 

Available ✓ ✓ 

Unavailable 

✓ 

Work 

✓ 

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Direct calls 

> 

Ring No Answer feature – If you have the Ring No Answer feature and you do not 

answer a contact within the maximum ringing time, you are automatically placed in 

Unavailable state. (This feature is available on all switches except the Hicom 300.) 

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Direct calls 

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Handling a call 

About inbound customer calls 

7 Handling a call 

You can use HiPath ProCenter to handle customer contacts in three different media: voice 

(telephone calls), callbacks, and e-mail. 

HiPath ProCenter contacts are frequently inbound telephone calls. The Client Desktop contains 

many features and options to help you handle these contacts. 

> 

Voice contacts / calls – The following terms refer to the same type of customer 

contact: call, telephone call, voice contact. 


● 

● 

● 

● 

Prepare for, receive, and answer calls 

Consult on and transfer calls 

Disconnect from a call and enter Wrap-up reasons 

Make a new call 

> 

Permissions – To log on to handle voice contacts, you must have the following 

setting enabled for you in the Manager application: Enable Voice Capabilities/ 

Access. 

7.1 About inbound customer calls 

The types of calls you can make and receive depends on your user state. To understand what 

user states are and how they affect the telephone calls you work with, refer to Section 6.1, 

“About user states”. 

The Client Desktop includes the Softphone feature. This means that you can do most of the 

actions that you would normally perform on a telephone directly on your computer screen. For 

example, you can do the following: 

● 

● 

● 

● 

● 

● 

Answer a call 

Place a call on hold 

Transfer (transfer a call to another user who is better able to handle it) 

Consult (talk with another user about the call) 

Conference (talk to another user and the customer at the same time) 

Disconnect (hang up, when you are finished talking to the customer) 

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Preparing to handle a customer call 

● 

Requeue (send the call to another, more appropriate queue) 

7.2 Preparing to handle a customer call 

To receive customer calls, you must be logged on to handle voice contacts, be logged on to an 

extension, and be in Available state. 

> 

Logging on to an extension – If you are already logged on for callback contacts, 

the system does not prompt you for an extension number. The same extension 

number is used for both the voice and callback contacts. 

To log on to voice and an extension: 

1. On the Actions menu, point to Logon, then Voice, and then do one of the following: 

● 

● 

To select a previously used extension number, click an extension from the list (the most 

recently used extensions appear at the top of the list). 

To log on to a new extension number, click New. The Dial box appears on the toolbar. 

Type the extension number in the Dial box and press Enter. The extension box 

disappears. 

After you log on, the Logon button at the left end of the toolbar displays a red arrow on its 

left side, to indicate that you are logged on to at least one of the contact media. 

The three user state buttons (Available, Unavailable, Work) beside the Logon button 

become available for you to use. The Unavailable button may be selected because when 

you initially log on to handle contacts, some switches automatically place you in 

Unavailable state. 

If Call Forwarding is enabled on your extension, disable it. 

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Receiving a call 

To change your user state to Available: 

● 

Do one of the following: 

● 

● 

On the Actions menu, click Available. 

On the toolbar, click the Available button. 

On the toolbar, 

contacts. 

is now selected, to indicate that you are ready to receive customer 

7.3 Receiving a call 

After you have logged on to voice and to an extension, disabled call forwarding on your 

extension, and changed your user state to Available, you are ready to answer customer calls. 

When a telephone call arrives at your extension, the Active Voice - Contact Details window may 

appear on your screen. The title bar tells you that this is an active contact and shows the time 

that you received the call. 

> 

Permissions – In order for the Contact Details window to automatically open on 

your screen when a call arrives, the following setting must be enabled for you in the 

Manager application: Display Contact Details on Routed Call Arrival. 

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The message in the Information Banner indicates the status of the contact. 

The Active Voice - Contact Details window contains any information that is available about the 

customer and the call. The information is arranged in four tab areas: Details, Contact Data, 

Directory, and Wrap-up. A summary of each area is provided below. We recommend that you 

click each tab to get a quick overview of the contents. A complete description is available in the 

online Help and from the ToolTips. 

Here is a summary of the information in each tab area. 

Details: The Details tab contains information about the contact, for example, the name and 

description of the customer, and the routing queue. The description is the only item you can 

change, and it can only be changed while you are connected to the call. 

> 

Permissions – In order to change the description, the following setting must be 

enabled for you in the Manager application: Change Contacts. 

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> 

Format of times – All times in the Details dialog box are formatted as days, hours, 

minutes, and seconds (dd:hh:mm:ss). 

Examples: 

● 02:04:03:25 = 2 days, 4 hours, 3 minutes, 25 seconds 

● 04:03:25 = 4 hours, 3 minutes, 25 seconds 

● 03:25 = 3 minutes, 25 seconds 

In the lower part of the Details tab, you can see how long the customer has been waiting and 

your contact time, that is, the time you have spent so far handling the call. The contact time 

(sometimes called handle time) is also on the toolbar, so you can see it when you move to 

another tab area. 

Contact Data: The Contact Data tab is used to store any relevant information about the 

customer, for example, customer preferences, date of birth, account number, transaction 

number, and so on. The left column is for the Key, for example, Account, and the right column 

is for its value, for example, 12345. Items in the Key column cannot be duplicated. Each one 

must be unique. 

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Answering a call 

Directory: The Directory tab contains contact information for the customer, for example, name, 

address, telephone number. The system selects the Directory entries that match the customer 

details. 

Wrap-up: The Wrap-up tab contains Wrap-up reasons for you to select when you finish the 

contact, to show how the contact was resolved. 

7.4 Answering a call 

When a call arrives, you have some time to review the information in the Active Voice - Contact 

Details window. The precise amount of time is determined in the Manager application. If you do 

not answer the contact within this time, the contact is forwarded to another user, requeued, or 

marked as unanswered. 

To answer a call: 

● 

On the Actions menu, click Answer. The handle time starts to increment, and the 

message on the Information Banner indicates the status of the contact. 

7.5 Handling a call: some typical scenarios 

As you talk to the customer, you make decisions about how to handle the contact. Here are 

some typical scenarios: 

Scenario 1– You put the customer on hold while you look up some information. When you find 

the information you need, you reconnect to the customer. 

Scenario 2 – The customer asks questions that involve another user. You set up a conference 

call with the other user. 

Scenario 3 – You decide to consult with another user on your team. You check whether that 

person is available to take your call. Consulting another person automatically puts the customer 

on hold. When you finish your consultation, you transfer the customer to the other person. 

Scenario 4 – As you talk to the customer, you realize that another team member is better 

equipped to handle the customer’s situation. You requeue the call. 

All these actions (for example, hold, consult, transfer, requeue) are available from the Actions 

menu in the Active Call – Contact Details dialog box. 

When you select the action you want to perform, the system takes you through any necessary 

steps and options. These steps are described in detail in the online Help. In this guide, we show 

some examples: placing a call on hold, transferring a call, consulting on a call, requeuing a call, 

disconnecting a call, and entering Wrap-up reasons. 

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Handling a call: some typical scenarios 

7.5.1 Placing a call on hold 

While you are talking to a customer, you may need to put the customer on hold while you look 

for further information. 

To place a call on hold: 

● 

On the Actions menu, click Hold. 

7.5.2 Retrieving a call that is on hold 

To retrieve a call that is on hold: 

● 

On the Actions menu, click Reconnect. 

7.5.3 Transferring a call 

After consulting on a call, you may decide to transfer it to another user who can provide further 

assistance to the customer. 

To transfer a call to another user: 

1. On the Actions menu, click Transfer. The Transfer To dialog box appears. 

2. You can type a new number in the Target box or modify the existing number. For example: 

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● 

If you would like to transfer the contact to someone who is not a member of your team, 

type that person’s number in the Target box. 

● If you would to modify part or all of the number, click . Use the Dial Entry dialog box 

to make your changes and then click OK. 

● 

If you want to look up a number or see who is available, click More. A list appears of 

all the users who are logged on to the voice and callback media. 

3. Click . The system dials the number and places the call on hold. 

7.5.4 Consulting on a call 

Occasionally, you may need to consult with another user about a customer’s question or 

situation. 

To consult with another user about a call: 

1. On the Actions menu, click Consult. The Consult With dialog box appears. 

Your Team List, in the lower part of the dialog box, shows each person’s current user state. 

This tells you the types of calls the person can receive. 

2. In the Team List, double-click the name of the person you would like to consult. The 

Number box on the toolbar is filled with that person’s extension. 

Note that all the members of your team are listed here, but you can only select members 

who are currently logged on to an extension for voice or callbacks. 

3. You can type a new number in the Number box or modify the existing number. For example: 

● 

If you would like to consult with someone who is not a member of your team, type that 

person’s number in the Number box. 

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● If you want to modify part or all of the number, click . Use the Dial Entry dialog box 

to make your changes and then click OK. 

● 

If you want to look up a number or see who is available, click More. A list appears of 

all the users who are logged on to the voice and callback media. 

4. Click . The system dials the number and automatically places the call on hold. 

7.5.5 Conferencing on a call 

You can use the Client Desktop to set up a conference call. First, consult with the user with 

whom you want to have a conference call. For details about consulting with another user, see 

Section 7.5.4, “Consulting on a call”. 

To set up a conference call: 

● 

On the Actions menu, click Conference. 

7.5.6 Requeuing a call 

You can requeue a call if, for example, another queue would be more appropriate. 

To requeue a call: 

1. On the Actions menu, click Requeue. The Requeue Target dialog box appears. 

2. In the Requeue Target box, select a target from the list. 

3. Click OK. The call is automatically disconnected. 

7.5.7 Disconnecting a call 

When you finish speaking with a customer, disconnect the call. 

To disconnect a call: 

● 

On the Actions menu, click Disconnect. 

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The message on the Information Banner indicates the status of the contact. 

> 

Information Banner message – If you cannot see the entire message in the 

Information Banner, pass your mouse pointer over the message. The complete 

message appears below the Information Banner. You can also resize the window. 

7.5.8 Wrapping up a call 

After you disconnect from a call, you can either click the Wrap-up tab and enter Wrap-up 

reasons or close the Contact Details window. 

> 

Permissions – If the following setting is enabled for you in the Manager application, 

the Wrap-up tab opens automatically when you disconnect from a call: Mandatory 

Wrap-up. 

Mandatory Wrap-up requires you to select at least one Wrap-up reason. 

To enter wrap-up reasons: 

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Making a new call 

1. Click the Wrap-up tab. 

2. Select the check box for each Wrap-up reason that applies to the call. 

3. On the Standard toolbar, click Save and Close. The Contact Details window closes. 

7 

Entering Wrap-up Reasons – You do not have to wait until the end of the call 

to enter Wrap-up Reasons. You can select one or more reasons at any time 

during the call. However, do not save the reasons until you are finished the call, 

because you can do only one Save for Wrap-up reasons. After the Save action, 

you cannot enter any more Wrap-up reasons. 

7.6 Making a new call 

You can make a new call, that is, call someone whose name does not appear in your Contact 

Log, Directory, Speed List, or Team List. 

To make a new call: 

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Logging off from Voice 

1. On the File menu, point to New, and then click Call. The New Call dialog box appears. 

2. In the Number box, type the telephone number of the person you want to call, and then 

click the green Dial button . 

> 

Format of telephone number – If the telephone number you type does not 

begin with the ( or + symbols (used when dialing long distance and international 

numbers) you can only type numeric characters in the Number box. However, 

you can go back and add ( or + in front of numbers you have already entered. 

The customer contact is automatically added to your Activity Log. This gives you a quick 

and easy way to contact the person again, should you need to, as long as you do it within 

24 hours of logged-on time. After that, the information is removed from your Activity Log. 

7.7 Logging off from Voice 

When you finish your shift, be sure to log off from voice. Also, if you want to log on to a new 

extension, you must first log off from the extension you are currently logged on to. 

To log off voice: 

● 

On the Actions menu, point to Log on/off, and then click Voice. 

You can now log on to another extension (if you are not logged on to callbacks), log on to 

receive other contacts (for example, callback or e-mail), or close the Client Desktop. 

● 

To review logging on to an extension, refer to Section 7.2, “Preparing to handle a customer 

call”. 

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● 

● 

To review logging on to handle other contact types, refer to Section 2.1, “Starting the Client 

Desktop”. 

To review closing the Client Desktop, refer to Section 2.4, “Exiting the Client Desktop”. 

> 

Logging on to two or more media – It is not necessary to log off from voice before 

logging on to callbacks or e-mail. You can be logged on to as many media as you like. 

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Handling a callback 

About callbacks 

8 Handling a callback 

A callback is a request to call a customer. The Client Desktop contains many features and 

options to help you handle callbacks. 


● 

● 

● 

● 

● 

Prepare for, receive, and accept a callback 

Place a callback on hold 

Disconnect a callback 

Enter Wrap-up reasons for a callback 

Create a new callback 

> 

Permissions – To log on to callbacks, you must have the following setting enabled 

for you in the Manager application: Enable Callback Capabilities/Access. 

8.1 About callbacks 

A callback can be created in a variety of ways. For example, a callback might be based on a 

customer’s previous interaction with a contact center user, on an abandoned call, or with the 

Interactive Voice Response system. Or a customer might send a request for information from 

a company Web site asking for a return telephone call. 

> 

Interactive Voice Response (IVR) – The IVR system acts as the first point of 

contact for a caller. The caller interacts with the IVR system through prerecorded 

messages that prompt the caller for information. This information can then be used 

to match the caller to an appropriate user or to create a callback. 

You can use the Client Desktop to take the same type of actions that you would take on a voice 

contact (telephone call). For example, you can do the following: 

● 

● 

● 

● 

● 

● 

Accept the callback (if you have Preview Callbacks permission) 

Delete the callback (if you have Preview Callbacks permission) 

Place a customer on hold 

Transfer (transfer the callback to another user who is better able to handle it) 

Consult (talk with another user about the customer) 

Conference (talk to another user and the customer at the same time) 

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Preparing to handle a callback 

● 

● 

● 

Disconnect (hang up, when you are finished talking to the customer) 

Requeue (send the callback to another, more appropriate queue) 

Retry (try the callback again in a few minutes) 

8.2 Preparing to handle a callback 

To receive callback requests, you must be logged on to callbacks and to an extension, and you 

must be in Available state. 

> 

Logging on to an extension – If you are already logged on to an extension (for 

example, if you are logged on to voice), the system does not prompt you for an 

extension number. The same extension number is used for both the voice and 

callback media. 

To log on to callbacks and an extension: 

● 

On the Actions menu, point to Logon, point to Callback, and then do one of the following: 

● 

● 

To select a previously used extension number, click an extension from the list – the 

most recently used extensions appear at the top of the list. 

To log on to a new extension number, click New. The extension box appears on the 

toolbar. 

Type the extension number in the Dial box and press Enter. The extension box 

disappears. 

Note that if you are already logged on to an extension, the system does not prompt you for 

an extension number. 

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Receiving a callback request 

After you log on, the Logon button on the left side of the toolbar displays a red arrow on its 



become enabled. The Unavailable button is selected because when you initially log on to 

Voice, Callbacks, or E-mail, you are automatically placed in Unavailable state. 

If Call Forwarding is enabled on your extension, disable it. 

To change your user state to Available: 

● 


● 

● 

On the Actions menu, click the Available button. 



contacts. 


8.3 Receiving a callback request 

When a callback request is queued to you, the Active Callback – Contact Details window 

appears on your screen. The title bar indicates that this is an active contact and displays the 

time that you received the callback. 

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Receiving a callback request 


The Active Callback - Contact Details window contains information about the customer, the 

callback, and any other callback attempts that are scheduled for this customer. The information 

is arranged on five tabs: Details, Contact Data, Directory, Schedule, and Wrap-up. 

With the exception of the Schedule tab, the tabs are almost identical to the tabs used for calls. 

For a brief description of these tabs, refer to Section 7.3, “Receiving a call”. 

The Schedule tab is unique to callbacks. It contains: 

● 

● 

Callback Schedule (future callbacks) 

Attempt Log (past callback attempts and their results) 

The Callback Schedule is where you add, change or delete schedule entries. This is explained 

in Section 8.5.4, “Working with schedule entries”. 

We recommend that you click each tab to get a quick overview of the contents. A complete 

description is available in the online Help. 

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Accepting a callback request 

8.4 Accepting a callback request 

When a callback arrives, you have some time to review the information in the Active Callback - 

Contact Details dialog box. The precise amount of time is specified in the Manager application. 

If the Preview Callbacks setting is enabled for you in the Manager application, you can choose 

whether to accept or delete the callback. If you do not have this permission, the system 

automatically accepts the callback for you. 

8.4.1 Accepting a request with Preview Callbacks 

When you have Preview Callbacks enabled, you must accept or delete the callback within a 

certain amount of time. Otherwise, the Active Callback - Contact Details dialog box closes, the 

contact is requeued, and your user state changes to Unavailable. 

To accept a callback: 

● 

On the Standard toolbar, click Accept Callback. 


To delete a callback: 

1. On the Standard toolbar, click Delete Callback. The Delete Callback dialog box appears. 

2. In the Delete Reason list, select a reason. 

3. Click OK. 

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Handling a callback: some typical scenarios 

8.4.2 Accepting a request without Preview Callbacks 

If you do not have Preview Callbacks enabled, the system waits for a certain amount of time for 

you to review the information in the Contact Details window. The precise amount of time is 

determined in the Manager application. Then the system automatically dials the callback 

number for you. The message on the Information Banner indicates the status of the contact. 

8.5 Handling a callback: some typical scenarios 

As you talk to the customer, you make decisions about how to handle the callback. The 

scenarios that might occur are similar to those that occur with regular telephone calls. Refer to 

the scenarios described in Section 7.5, “Handling a call: some typical scenarios”. 

All the actions that you can take (for example, hold, consult, transfer, requeue) are available 

from the Actions menu in the Active Callback - Contact Details dialog box. 

These actions are similar to the actions that are described in Chapter 7, “Handling a call”. When 

you click the action you want to perform, the system takes you through the necessary steps and 

options. These steps are described in detail in the online Help. In this guide we show only a few 

examples. 

8.5.1 Placing a callback on hold 

It is sometimes necessary to place a customer on hold while you look for some assistance or 

information that the customer has requested. 

To place a callback on hold: 

● 

On the Actions menu, click Hold. 

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8.5.2 Retrieving a callback that is on hold 

To retrieve a callback that is on hold: 

● 

On the Actions menu, click Reconnect. 

8.5.3 Consulting on a callback 

The procedure for consulting on a callback is the same as the procedure for consulting on a 

telephone call. For details, see Section 7.5.4, “Consulting on a call”. 

8.5.4 Working with schedule entries 

Sometimes you might need to make changes to the callback schedule entries, for example, 

when the customer asks you to call again the next day, or not to call again on a weekend. 

8.5.4.1 Adding a new schedule entry 

If a customer is busy when you call and asks you to call again at another time, you can create 

a new callback schedule entry. For example, if the customer asks you to call back tomorrow 

between 16:00 (4:00 P.M.) and 18:30 (6:30 P.M.), you can create a callback request for 

tomorrow's date, with a 16:00 start time and an 18:30 end time. 

To add a new schedule entry: 

1. In the Contact Details window, click the Schedule tab. 

2. Under Callback Schedule, click Add. The Callback Schedule dialog box appears. 

Use the Callback Schedule dialog box to specify the interval during which the system can 

call the customer. The interval might be, for example, anytime between 16:00 (4:00 PM) 

and 18:30 (6:30 PM) on a particular day. 

3. Under Schedule Details, set the start and end times for the callback attempt. 

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● 

To open a calendar, click the arrow on the right side of a date box. You can move to 

the next month or previous month by clicking the arrow on the right or left side of the 

month name. 

● 

On the calendar, click the date for the callback attempt. If you are using today’s date, 

the start time must be after the current time. 

4. If you need to change the telephone number, do one of the following: 

● 

Type the new number directly into the Phone number box. 

● Click . The Dial Entry dialog box appears. 

. 

The Dial Entry dialog box is a convenient way to work with one part of a telephone number 

at a time. 

5. Make your changes and click OK. The Dial Entry box closes. 

6. Click OK. The Callback Schedule box closes. 

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8.5.4.2 Changing a schedule entry 

Occasionally, it is necessary to change a callback schedule entry. 

> 

Permissions – To change a schedule entry, you must have the following setting 

enabled for you in the Manager application: Change Contacts. 

To change a schedule entry: 


2. Under Schedules, select the entry that you want to change, and then click Edit. The 

Callback Schedule dialog box appears. 

3. The Callback Schedule dialog box is the same dialog box that is used to add a new 

schedule entry. For details about how to use the Callback Schedule dialog box, refer to 

Section 8.5.4.1, “Adding a new schedule entry”. 

8.5.4.3 Deleting a schedule entry 

To delete a schedule entry: 


2. Under Schedules, click the entry that you want to delete. 

3. Click Delete. 

8.5.5 Disconnecting a callback 

When you finish handling a callback, you disconnect the callback. 

To disconnect a callback: 

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1. On the Actions menu, click Disconnect. The Retry Options dialog box appears, asking 

if you would like to retry the callback. 

2. You have three choices here: 

a) If the callback was successful or if there is no reason to attempt another callback, click 

No, the Callback was successful. 

b) If you want to retry the callback later: 

● 

● 

● 

Click Retry later. 

In the Reason box, select a reason from the list. 

In the Retry in box, specify the amount of time to wait before retrying the callback, 

for example, 00:05 (5 minutes) or 02:30 (2 hours and 30 minutes). 

When you select Retry later, you can make changes to the schedule. 

c) If you want to retry the callback now, click Retry now. 

● To change the telephone number, click . The Dial Entry dialog box appears. 

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Creating a new callback 

● 

● 

Type your changes. Any changes you make in the Country code, Area code, or 

Number boxes are automatically applied to the number in the Dial box. 

Click OK. The Dial Entry box closes. 

3. Click OK. The Retry Options box closes. 

8.5.6 Wrapping up a callback 

After disconnecting a callback and selecting your retry options, you may need to enter Wrap-up 

reasons to show how the callback was completed. If the Mandatory Wrap-up setting is enabled 

for you in the Manager application, the Wrap-up dialog box automatically appears. You must 

enter at least one Wrap-up reason. 

The same procedure is used to wrap up a contact, regardless of whether it is a voice, callback, 

or e-mail contact. For details, refer to Section 7.5.8, “Wrapping up a call”. 

8.6 Creating a new callback 

You can create a new callback at any time, either from the main window or from any window 

where the necessary contact information is stored, for example, from the Directory or the 

Activity Log. 

> 

Permissions – To create a new callback, you must have the following setting 

enabled for you in the Manager application: Create Callbacks. 

To create a new callback: 

1. Do one of the following: 

● 

● 

On the File menu, point to New, and then click Create Callback. 

On the Actions menu of the applicable window (for example, the Directory, Speed List, 

Activity Log, or Ongoing Activity Log), click Create Callback. 

The Create Callback - Contact Details dialog box appears. 

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2. Click the General tab and enter the following information. 

● 

● 

● 

In the Contact name box, type the customer’s name. 

In the Queue box, type or select the queue where the callback request should go. 

In the Description box, type a short description of the callback. 

● In the Priority box, type or select a priority for the callback. The highest priority is 100 

and the lowest priority is 1. 

● 

To reserve the callback for a particular user, select the Reserve for agent check box 

and then select a user from the list that appears on the right. 

3. To create a schedule entry, click Add. The Callback Schedule dialog box appears. Callback 

Schedule is the same dialog box that is used to add entries to existing callbacks. For details 

about how to use the Callback Schedule dialog box, refer to Section 8.5.4.1, “Adding a new 

schedule entry”. 

> 

Schedule entries – When you create a new callback, you must create at least one 

schedule entry. 

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4. To enter any information that might be helpful to a future user, click the Contact Data tab. 

Use the Contact Data dialog box to save any relevant information, for example, the 

customer’s account number, or the product the customer is interested in. 

For more detailed information about the Contact Data dialog box, refer to Section 7.3, 

“Receiving a call”. 

5. Click OK. 

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agentemail.fm 

Handling an e-mail message 

About e-mail messages 

9 Handling an e-mail message 

In addition to telephone calls and callbacks, you can use the Client Desktop to handle customer 

e-mail messages. The Client Desktop can send and receive messages sent in any of the 

supported languages. 


● 

● 

● 

Prepare for, receive, and reply to an e-mail message 

Defer an e-mail message, and then resume handling it 

Create a new e-mail message 

> 

Permissions – To log on to e-mail, you must have the following setting enabled for 

you in the Manager application: Enable E-mail Capabilities/Access. 

9.1 About e-mail messages 

Customers usually send e-mail messages when they want more information about a product, 

or when they have a specific question. 

When an inbound e-mail message is received, the system routes the message by using a 

variety of techniques. For example, the system might look for key words in the message. Based 

on the key words, the message would then be routed to the correct queue or to the user with 

the best skills to handle it. 

The system can also suggest a reply. If you receive a customer message with an 

auto-suggestion, that is, a suggested reply, you can either send it as it stands or edit it as 

necessary. 

The Client Desktop supports a variety of actions that you can take on a customer e-mail 

message. Here are some of the actions, with examples of possible situations: 

● 

● 

● 

● 

● 

Reply / Reply All – send a message back to the sender or to all the people whose names 

appear in the header 

Defer – postpone handling a message while you wait for more information) 

Forward internally – send the message to another internal user, who is better able to 

handle it 

Consult externally – ask an outside subject matter expert for assistance 

Forward externally – send the message to an outside subject matter expert, who will then 

handle the message 

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Preparing to handle an e-mail message 

● 

● 

Requeue – send the message to another, more appropriate queue 

Discard – delete a message that does not require an answer 

Settings and permissions: Some of these actions require that a certain setting or permission 

be enabled for you in the Manager application. Descriptions of these settings and permissions 

can be found in the online Help. 

9.2 Preparing to handle an e-mail message 

To handle e-mail messages, you must be logged on to e-mail and be in Available state. 

It is not necessary to log off from the voice or callback media when you log on to e-mail. You 

can be logged on to two or more media at the same time. 

To log on to e-mail: 

1. On the Actions menu, point to Logon, and then click E-mail. 

After you log on, the Logon button at the left end of the toolbar displays a red arrow on its 



change from gray to color, indicating that they are available for you to use. The Unavailable 

button is selected because when you initially log on to e-mail, you are automatically placed 

in Unavailable state. To change your user state to Available: 

To change your state to Available: 


● 

● 

On the Actions menu, click Available. 


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Receiving an e-mail message 


contacts. 


9.3 Receiving an e-mail message 

After you log on to e-mail and change your state to Available, you are ready to handle customer 

e-mail messages. 

When an e-mail message arrives, the Active E-mail - Contact Details window appears on your 

screen. The title bar shows the time that you received the e-mail message. 

The header region displays the sender’s e-mail address, any Cc addresses, attachments, and 

the subject. The text of the message is displayed below the header region. 

> 

Accepting an e-mail message – When a customer e-mail message is routed to 

you, the system automatically accepts the message on your behalf. 

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Handling an e-mail message: some typical scenarios 

9.4 Handling an e-mail message: some typical scenarios 

The e-mail component of the Client Desktop is similar to most e-mail programs. It supports 

virtually all the functions that an e-mail program supports. For example, you can do the 

following: 

● 

● 

● 

● 

● 

● 

● 

● 

● 

Reply to the customer or reply to everyone whose name appears in the From and Cc text 

boxes. 

Type your answer directly in the customer’s e-mail message, for example, if the customer 

has asked questions and you want to type your answer directly under each question. 

Defer handling the e-mail message until a later date, and then resume handling it. 

Discard (delete) an e-mail message. 

Forward the e-mail message to another user, for that user to handle it. 

Requeue an e-mail message to another queue. 

Resend an e-mail message if it was not received. 

Forward externally, for example, to someone outside the contact center who is better 

equipped to handle it. 

Initiate a new e-mail message. 

Most of these actions are available from the Actions menu in the Active E-mail - Contact Details 

window. Others, such as initiating a new message, are available from the File menu. 

When you select the action you want to do, the system takes you through any necessary steps 

and options. These steps are described in detail in the online Help. In this guide, we show some 

examples, such as replying to messages with and without suggested replies, deferring a 

message and resuming handling it, and entering Wrap-up reasons. 

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9.4.1 Replying to a plain e-mail message (no suggested reply) 

When you receive a customer e-mail message, it may be either a plain message or a message 

in which the system has inserted a suggested reply. This section explains how to handle the 

first case, and the next section explains how to handle messages with suggested replies. 

An e-mail message that does not have an auto-suggestion is handled the same way that you 

would handle a normal e-mail message in an e-mail program. 

To reply to a plain e-mail message (no suggested reply): 

1. On the Actions menu, click Reply or Reply All. The header boxes are automatically 

prefilled with the customer’s e-mail address and the e-mail subject. 

2. Type your reply. 

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> 

Permissions – To change the content of the customer’s message in your reply, for 

example, to write your answers to questions directly in the customer’s message, you 

must have the following setting enabled for you in the Manager application: Include 

Original E-mail Inline. 

3. On the Actions menu, click Send. The message on the Information Banner indicates the 

status of the contact. 

> 

Training mode – If you are in Training Mode, clicking Send causes the Select Queue 

dialog box to open. For more information, refer to Section 9.4.3, “Replying to an e- 

mail message while in training mode”. 

4. If the Mandatory Wrap-up setting is enabled for you in the Manager application, the Wrapup 

dialog box appears. Select your Wrap-up reasons to show how you handled the 

message. 

The same procedure is used to wrap up any customer contact, regardless of type. For 

details, refer to Section 7.5.8, “Wrapping up a call”. 

> 

Keeping a message open – While you are working with an e-mail message, you 

can move back and forth between the tab areas. If you prefer, you can keep the 

Message tab open as you work in the other tab areas. 

To keep the Message tab open: 

● Click the Expand button on the toolbar. The dialog box expands to show the 

message on the left side and the remaining tabs on the right. 

To return the dialog box to its original, unexpanded state, click the Expand button 

again. 

9.4.2 Replying to an e-mail message (with a suggested reply) 

When you receive a customer e-mail message, there may be an auto-suggestion, that is, a 

suggested reply, that the Client Desktop has inserted. Here is how the Message dialog box will 

look. 

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The dialog box is already in Reply mode. You can start making changes to any text that is 

editable. 

Because there is a suggested reply, the boxes in the header region are prefilled with the To 

address, any Cc or Bcc addresses, and the Subject. If you need to, you can edit these boxes. 

The message region contains the customer's original message in the lower part and the 

suggested reply in the upper part. 

> 

Separator – There may be a separator between the customer’s original message 

and the suggested reply. For example, there might be a line of dashes. For the 

message region to include a separator, the following must be configured in the 

Manager application: Original Message Label. 

To reply to a customer e-mail message (with a suggested reply): 

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1. Change the suggested reply as necessary. 

2. On the Actions menu, click Send. The message on the Information Banner indicates the 

status of the contact. 

If you are in Training Mode, clicking Send causes the Select Queue dialog box to open. 

For further instructions, refer to Section 9.4.3, “Replying to an e-mail message while in 

training mode”. 

9.4.3 Replying to an e-mail message while in training mode 

If you are in training mode when you reply to a customer e-mail message, you must send your 

message to a destination where someone can approve the reply. 

After you write your reply and click Send, as described in Section 9.4.2, “Replying to an e-mail 

message (with a suggested reply)”, the Select Queue dialog box appears. 

To send the e-mail message to the right queue: 

1. In the list, select the queue to send the message to. 

2. Click OK. 

9.4.4 Deferring an e-mail message 

If you need to defer handling an e-mail message, for example, while you gather the requested 

information, the Client Desktop will keep the message for you in your Ongoing Activity Log. 

When you are ready, you can resume handling it. 

To defer an e-mail message: 

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● 

On the Actions menu, click Defer. The deferred e-mail message is automatically added to 

the Ongoing Activity Log. 

> 

Maximum Defer Time – An e-mail message can be deferred only for a certain 

amount of time. This is specified in the Manager application by the following setting: 

Maximum Defer Time. 

For example, if the Maximum Defer Time is 8 hours, you can defer an e-mail 

message once for 8 hours, or you can defer it for 4 hours, then for 3 hours, and then 

again for 1 hour. 

9.4.5 Resuming the handling of a deferred e-mail message 

All your outstanding e-mail messages are saved in your Ongoing Activity Log. These are the 

messages that you have either deferred or consulted with an external person about. You can 

resume the handling of a message directly from the Ongoing Activity Log. 

To resume handling a deferred e-mail message: 

1. On the View menu, click Ongoing Activity. The Ongoing Activity Log appears. 

2. Select the e-mail message that you want to resume handling. 

3. On the Actions menu, click Resume. 

9.4.6 Reviewing an e-mail history 

The History area in the Active E-mail–Contact Details window contains all the e-mail messages 

that relate to the customer’s original e-mail message. Included here are messages that have 

gone back and forth between the customer and the contact center, or between users in the 

contact center. 

These e-mail messages are historical messages, that is, they have already been processed. 

All the messages have a common Conversation ID, a number which the system uses to keep 

the messages together. 

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Sorting the messages: You can sort the messages on any of the columns (Date, From, To, 

Subject). To sort the messages, click the column header. To reverse the sort order, click the 

column header again. 

Viewing the messages: To view the contents of a message in the preview area in the lower 

part of the dialog box, click the message. To open the message, double-click it. Note that the 

messages are read-only, that is, they cannot be changed. 

There are a number of useful tools available from the History dialog box. For example, you can: 

● 

● 

● 

● 

Search for a particular e-mail message. 

View the contents of any e-mail message in the History dialog box. 

Save an e-mail history to a file. 

Print an e-mail history. 

For details about using any of these tools, refer to the online Help. 

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Creating a new e-mail message 

9.4.7 Wrapping up an e-mail message 

When you complete handling an e-mail message, you may need to enter Wrap-up reasons to 

show the result. If the Mandatory Wrap-up setting is enabled for you in the Manager application, 

you must enter at least one Wrap-up reason. 

The same procedure is used to wrap up a contact, regardless of whether it is a voice, callback, 

or e-mail contact. For details, refer to Section 7.5.8, “Wrapping up a call”. 

9.5 Creating a new e-mail message 

You can create a new e-mail message at almost any time, either from the main window or from 

any window where the necessary contact information is stored, for example, from the Directory 

or the Activity Log. 

> 

Creating a new e-mail message – Although you can create a new e-mail message 

at almost any time, you cannot create a new message when you are in the process 

of handling an existing message or when you have a new message waiting on your 

screen. 

Creating a new e-mail message is a straightforward procedure. The Client Desktop has many 

features and options available to help you. 

> 

Permissions – To create a new e-mail message, you must have the following setting 

enabled for you in the Manager application: Initiate Outbound E-mail. 

To create a new e-mail message: 

1. To create a new e-mail message, do one of the following: 

● 

● 

In the main window, on the File menu, point to New and click Create Callback. 

In the Activity Log (or Directory, Speed List, or Ongoing Activity Log), on the Actions 

menu, click Create Callback. 

The Create E-mail - Contact Details dialog box appears. 

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Creating a new e-mail message 

2. In the To box, type the name of the recipient or click To and select the address you want. 

3. In the Subject box, type the subject. 



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agentstats.fm 

Getting feedback on your work 

About personal performance statistics 

10 Getting feedback on your work 

The Client Desktop provides continuous feedback to you while you work. This feedback, in the 

form of statistics, is always current. You do not need to wait until the end of the day or week to 

find out how you are doing and whether you are meeting the targets set for you. 

When you view your statistics together with any performance targets set for them, you have an 

overall picture of your performance in the contact center. 


● 

● 

View your personal performance statistics 

Customize the appearance of your Personal Performance toolbar 

10.1 About personal performance statistics 

Personal performance statistics reflect your work in the contact center. The statistics are 

displayed on the Personal Performance toolbar and are updated at regular intervals. 

Here are some examples of personal performance statistics. 

● 

● 

● 

Average Voice Handle Time – Average amount of time spent handling voice contacts. 

Deferred E-mail Messages – Number of e-mail messages you have deferred. 

Utilization – Percentage showing the time spent handling customer contacts, compared 

to the amount of time passed since the start of your shift. 

> 

Personal performance statistics – You can see all the personal performance 

statistics for the media that you are configured to work with (voice, callback, or 

e-mail), even if you are not currently handling customer contacts in each of those 

media. 

Your personal performance statistics change according to your activity, but they are always 

calculated based on the amount of time that has passed since the start of your shift. 

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Viewing personal performance statistics on the toolbar 

10.2 Viewing personal performance statistics on the toolbar 

Your personal performance statistics are displayed on the Personal Performance toolbar in the 

main window. 

To display the Personal Performance toolbar: 

● 

On the View menu, point to Toolbars, and then click Personal Performance. The 

Personal Performance toolbar appears. 

Personal 

Performance 

toolbar 

When you log on to the Client Desktop, you might initially see “--” as the value for the statistics, 

but within a short time you should see numbers. 

When a statistic indicates an amount of time, the time is displayed in hours, minutes, and 

seconds. For example, 02:03:19 is 2 hours, 3 minutes, and 19 seconds. 

A target can be set in the Manager application for most personal performance statistics. You 

can view the target in the ToolTip that appears when you point to a statistic. Note that a target 

is zero (0) if no value has been set for it in the Manager application. 

> 

ToolTips – If a ToolTip does not appear when you point to a statistic, make sure that 

your ToolTips are enabled. See Section 3.2, “Standard toolbar”. 

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Ordering the statistics 

10.3 Ordering the statistics 

You may prefer to arrange your personal performance statistics in a particular order, for 

example, with the most important ones grouped at one end of the toolbar. 

To order your statistics: 

1. On the View menu, select Personal Performance. The Personal Performance dialog box 

appears. 

The statistics are listed in the same order in which they appear on the Personal 

Performance toolbar. 

2. Click the statistic that you want to move. 

3. To move the item up or down, click the arrows on the right side of the box. Note that if an 

item is already at the beginning or end of the list, the corresponding arrow is disabled. 

4. Click Close. 

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Adding or removing a statistic from the toolbar 

10.4 Adding or removing a statistic from the toolbar 

You can decide which personal performance statistics to display on your toolbar. 

To add or remove a statistic from the toolbar: 

1. On the View menu, click Personal Performance. The Personal Performance dialog box 

appears. 

2. Right-click the item you want to add or remove, and click Add to Personal Performance 

or Remove from Personal Performance. 

The change takes effect immediately on the toolbar in the main window. 

3. Click Close. 

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