Manual telegra ACD WebAgent · 2020. 3. 16. · Manual telegra ACD WebAgent Version 1.1 Page 6 of 10 about the caller’s entry channel (e.g. custom-er hotline or VIP hotline). 3

Manual telegra ACD WebAgent | Version 1.1 Page 1 of 10

Manual

telegra ACD WebAgentVersion 1.1


Contents

Contents .............................................................................................................................................................................................................................. 21. Introduction.................................................................................................................................................................................................................... 32. Login ................................................................................................................................................................................................................................. 3

2.1. Connectivity ............................................................................................................................................................................................................. 33. Overview/Dashboard .................................................................................................................................................................................................. 34. Action bar ....................................................................................................................................................................................................................... 45. Status display ................................................................................................................................................................................................................ 5

5.1. The statuses in detail ........................................................................................................................................................................................... 56. Current call info ............................................................................................................................................................................................................ 67. Possible actions on active calls .............................................................................................................................................................................. 68. Planning a callback ..................................................................................................................................................................................................... 79. Outgoing calls (Outbound)........................................................................................................................................................................................ 7

9.1. Mandators ................................................................................................................................................................................................................ 79.2. Individual calls (external) ..................................................................................................................................................................................... 89.3. Internal calls ............................................................................................................................................................................................................ 89.4. Using the dialer ....................................................................................................................................................................................................... 8

10. Call classification ....................................................................................................................................................................................................... 911. My Team ...................................................................................................................................................................................................................... 912. My waitingqueues ..................................................................................................................................................................................................... 913. My statistics ................................................................................................................................................................................................................ 914. Call history .................................................................................................................................................................................................................1015. Use of the ACD-softphone ...................................................................................................................................................................................10

15.1. Call acceptance .................................................................................................................................................................................................1016. Further information ................................................................................................................................................................................................10


1. Introduction

The telegra ACD WebAgent is the intuitive and browser-based user interface for agents of the telegra ACD. This manual describes the func-tions, possibilities and requirements for a suc-cessful work with the telegra WebAgent.Please note that some of the functions described here require optional authorizations. If you can-not find a function in your WebAgent, please con-tact your administrator or team leader.

2. Login

To log on to the WebAgent, you need an agent ID and a password. You can get both from your ACD administrator.

Figure: Login window

When logging in, you can also select the mode in which you want to start. In INBOUND mode, you receive the first call immediately after logging in, depending on the volume. In OUTBOUND mode, you are reserved for outgoing calls after logging in, so you will not receive any incoming calls ei-ther.

IMPORTANT: If you start the WebAgent in “OUT-BOUND” mode, you must manually set your sta-tus to “INBOUND” to receive incoming calls!

2.1. Connectivity

Before logging in, you can select (if the authori-zation exists) whether you can be reached by a normal telephone, i.e. your desk phone, your mo-bile device, or by a softphone integrated in the WebAgent.

Figure: Connectivity selection in the login window

3. Overview/Dashboard

After the successful login the overview of the We-gAgent opens. This is your personal cockpit for taking and initiating calls, keeping track of your personal statistics and the status of your team and the hotlines for which you are responsible.

Figure: Start screen after login


4. Action bar

The action bar is located at the top of the dash-board.

The following options are available in the action bar:

1. Switching between INBOUND and OUT-BOUND• INBOUND: You are available to answer in-

coming calls.• OUTBOUND: You are removed from the

queue and marked as reserved for process-ing outgoing calls. Depending on your author-ization, a dialer, a list of callback requests and an address book are now available.

Please note that the OUTBOUND mode is linked to an authorization. If you cannot switch to OUT-BOUND mode, please contact your ACD admin-istrator.

2. Pause selectionTo the right of the selection of your mode, you have the option of temporarily log-ging off from the ACD by selecting a pause reason. Depending on your admin-

istrator’s configuration, you can choose between different reasons for pausing.

Please note that it is possible that individual rea-sons for pauses may have specified a maximum length. This means that after the maximum pause time has elapsed, you are automatically reset to the mode you selected previously.

You can manually end a pause at any time, regard-less of the maximum length. To do this, please click on the pause-end icon to the

left of the pause reason in your status window.

3. Status of your softphone (optional)If you have access to the ACD-internal softphone, the status window of your softphone appears next to the selection of pause reasons.

The display inside the button shows you the connec-tion status of your ACD softphone. If there is any oth-er status than “Ready”, please press the “Recon-nect” button. If this does not help,

please contact your responsible contact person immediately, as there is probably a technical problem.

You can check the connection and quality of your softphone at any time by pressing the “Audio test call” button.

4. Scheduler - Assigned outbound callsOn the right side of the action bar you see a cal-endar icon. Here you can view the planned and assigned outgoing calls for you or your team.

By clicking on an entry, you can access the detail view and edit in-dividual details, such as stored notes.

Press the call icon on the right to start the call and the connection to the destination will be es-tablished.

5. Your accountClick on your name in the action bar to access your account settings and select the language.

In addition, the “Techlog” menu item is also availa-


The status Working means that you are in the postprocessing stage of a call. This state only oc-curs after a call and can be actively ended by you.

Please note: The working time can have a maxi-

mum length depending on the setting. If this time has elapsed, the ACD automatically returns you to the previous state (INBOUND or OUTBOUND).

The Alerting status means that the system delivers a call to you but you have not yet actively accepted the call on your device.

The Pause status means that you have actively set yourself to the “Pause” state and that you will not receive any calls from the ACD for the duration of this state. You can ac-tively end the pause at any time.

The status Timeout indi-cates that our system has detected you as available and delivered a call, but you have not ac-cepted it. After a timeout, you remain in this state for 60 seconds, but can exit it manually before-hand.

If there are several timeouts in a row, the system automatically logs you off.

ble here. In the event of a technical problem, it is helpful to copy this log immediately during or after the error occurs and send it to your admin-istrator.

5. Status display

In the upper left area you see your current status information. The status is made up of the follow-ing information:

• Your current state, e.g. “Online”, “Pause” or “Connected”.

• The time in which you are in the currently dis-played state.

• Your phone number or the selected device (e.g. the ACD softphone) to which the calls from the ACD are delivered.

5.1. The statuses in detail

The Online status means that you are successfully logged on to the system and are available to re-ceive calls in INBOUND mode.

The Status (Out) Online means that you are suc-cessfully logged on to the system and that you are reserved for outgo-ing calls in OUTBOUND mode.


about the caller’s entry channel (e.g. custom-er hotline or VIP hotline).

3. The group describes the group within which the call was distributed and provides informa-tion, for example, about the expected skills to be able to process the call.

4. The caller’s phone number is displayed in the Calling number area.

5. Information about the caller’s waiting time (depending on the duration in green, yellow or red).

Using the menu in the upper right corner, you can select which of this information should be dis-played.

7. Possible actions on active calls

During an active call, you have various options for handling the call.

1. Forward or toggle calls: Depending on the hotline, you have the option of forwarding calls to a colleague, a group or an external destination with and without consultation.

2. Conference call: During the call transfer you can connect all three parties, i.e. the caller, the destination and yourself to a conference.

3. Switching between targets: You can toggle between the caller and the destination during call hold.

4. Call recording: Depending on the hotline, you have the option of recording calls by press-ing the recording button and stopping them when you click again.

The Connected status means that you are in IN-BOUND mode with a call-er within a call. If you are in an outgoing call, the status is (Out) Connected.

Other possible states:

• Busy: This state means that our system could not deliver a call because your line was busy.

• Reserved: As a rule, this condition should only be visible for fractions of a second. This status indicates that you are reserved as an agent for a call that is already in distribution.

6. Current call info

You receive additional information for each call, whether it is incoming or outgoing.

Figure: “Current call” info window

1. The hotline to which the incoming call was routed. The hotline describes the subject of a call and has nothing to do with the number called. The hotline also determines the post-processing time specified by your administra-tor, whether you as the user may record a call or not, or whether forwarding to a colleague is permitted during this call.

2. The phone number shows the number called by the caller. Depending on the setting of your ACD, a name may also appear there. This in-formation can be important because, in addi-tion to the topic, it also provides information


4. Callback through: You can determine wheth-er the callback is carried out by you or any team member.

5. Time and appointment: Determine the time of the callback.

6. Retry: You determine how often the callback is carried out if the previous attempts are not successful.

9. Outgoing calls (Outbound)

If you have the right to make outbound calls via the ACD, you will see an outbound box in your dashboard.

Figure: Window for outbound calls

Here you have the option (also depending on your authorization) to make an individual call or to make internal calls with team colleagues. In addition, a dialer is available for the intended us-ers.

9.1. Mandators

Before you can start a call, you must select a mandator. This determines which number is dis-played at the call destination, which call reasons are available for postprocessing and how long the postprocessing may take. When using the dialer, the client also determines the number, type and sequence of calls distribut-ed by the dialer (see point 9.4).

5. Ending a call: Please note that this button is only available to certain agents and is not used to end the actual call. When using a telephone as a device, it can happen that you have already hung up, but this action has not arrived in the WebAgent interface. To end the call in the WebAgent, please use this button.

6. Planning a callback: You can schedule a call-back during a call or during the working time. For the exact description of the function see point 8.

8. Planning a callback

You can schedule a callback during a call or dur-ing the working time.To be able to schedule the callback reliably, you can make various entries for the callback before saving:

1. Callback-mandator: Depending on the con-figuration of your ACD, several mandators are available here. Among other things, the mandator determines which phone number is displayed at the call destination. For the ex-act meaning of an outbound mandator, see point 9.

2. Phone number: The phone number of the destination. You can also change the number.

3. Notice: Relevant notes for the callback re-quest.


9.2. Individual calls (external)

1. To start a call, please select a mandator be-forehand.

2. Please enter a valid phone number in the Phone number field. Alternatively, you can use the global address book of the ACD and search there for names or a phone number. Please click on the address book icon.

3. Start the call with the button “Dial”. The ACD first selects you as the user. As soon as you have accepted the call, the connection to the desired destination will be established.

Figure: Outbound window “Single call”

9.3. Internal calls

You can also call teammates via the ACD:

Figure: Outbound window “Internal Call”

1. To do this, please switch to the “Internal call” tab.

2. Please select a destination. As soon as you enter a letter, a combination or a number, you will automatically receive suggestions from the ACD. In addition, the colour of the agent

icon tells you whether the team member is currently available or not. Green means that your team member is available, red means that your desired colleague is currently speak-ing or not logged in. Alternatively, you can click on the address book icon for a complete overview of your team members.

Figure: Window with suggestions for internal calls

3. After the selection press the button “Dial” and the connection will be established as de-scribed under point 8.2.

9.4. Using the dialer

If a dialer is available, select it by clicking on the “Dialer Mode” tab.

Abbildung: Outbound window “Dialer Mode“

1. Please select a mandator before starting the dialer.

2. You will now see the number of calls still open that the dialer has planned for you or your team.

3. Now click on “Start dialer” and you will be as-


signed the first outgoing call from the dialer.4. As soon as the connection is established, the

dialer window displays information in note form about the next call, e.g. the reason for the call.

10. Call classification

Depending on the hotline or outbound mandator, your ACD may require an evaluation of the call after the end of the call. For this purpose, a se-lection of call reasons is automatically displayed on the right-hand side of the screen after the call has ended. The call reasons can vary depending on the hotline or mandator.

Figure: Call evaluation window

11. My Team

Here you can see the status of your team mem-bers in your dashboard. This information helps you to decide whether you can leave the work-place at the moment or whether there may be a bottleneck that requires your presence.

Figure: Window „My Team“

12. My waitingqueues

You always have access to the workload of the hotlines for which you are jointly responsible. The following informations are available for each hotline/queue:

Figure: Overview of waitingqueues

1. The Efficiency shows the current number of waiting callers and the allowed maximum number of waiting callers.

2. The Max. waiting time indicates the longest waiting time of a caller in seconds within this hotline.

3. The Timeout indicates the maximum wait-ing time allowed. If this value is exceeded, the callers are removed from the queue and rout-ed to another destination (overflow).

13. My statistics

The “My Statistics” section provides information on the various key figures of your activity as a WebAgent user.

Figure: Window „My statistics“


14. Call history

The call history lists all calls you have answered and made. By clicking on the “Incoming” or “Out-going” tabs you can select the call direction you want to view in the history. By clicking on the phone number, a connection is automatically established with the destination (if the outbound right is assigned and a mandator is selected).

Figure: Window „Call history“

15. Use of the ACD-softphone

If you are using the softphone integrated in the ACD, please check your browser the first time you use it and make sure you give the WebAgent permission to access your microphone and headphones or other existing output devices.

For the proper functioning of the softphone, please use only the latest version of the following browsers:

• Google Chrome

• Mozilla Firefox

• Safari

• Opera

15.1. Call acceptance

If you receive a call in the ACD, an action bar au-tomatically appears in your browser. Here you can also see the call information again and can accept or reject the call as usual.

Figure: Action bar „Incoming call“

If your browser with the WebAgent is not in the front, you will receive a browser notification when you receive an incoming call at the bottom right of your desktop.

Figure: Notification „Incoming call“

By clicking on the notification you get to the WebAgent and can accept the call.

16. Further information

For more information and assistance, please contact your responsible team leader or admin-istrator:

Documents

Manual telegra ACD WebAgent · 2020. 3. 16. · Manual telegra ACD WebAgent Version 1.1 Page 6 of 10 about the caller’s entry channel (e.g. custom-er hotline or VIP hotline). 3