Spice Telephony Agent Guide

From SpiceCSM

The agent interface allows an agent to manage their availability and see important information about incoming and current media. This article is written to help a manager teach their employees or agents how to use the interface, thus this takes a high level look. When training your agents, be sure to put in the specifics where needed. Furthermore, while there is a agent fat client available, this article will focus on the web client.

Contents 1 Logging In 2 Menu and Status Bar 3 Tab Bar 3.1 Main 3.2 Event Log 4 Button Bar 4.1 Go Available 4.2 Outbound call to ... 4.3 Dial 4.4 Cancel 4.5 Go Released ... 4.6 Answer 4.7 Hangup 4.8 End Wrapup 5 Logging Out 6 Supervisor Tab

Logging In

The default port the agent web interface uses is 5050, though this can be changed in the Management interface. The first screen an agent is presented with is the login screen.

Username 

The login name you have provided to your agent. To ease configuration and call routing, we recommend making this the same as their SIP registration, or using an integration layer.

Password 

Obvious

Remote Number 

If your freeswitch or voip requires a different routing, or you want calls to that agent to be routed to their cell phone, that information should go in Remote Number.

Menu and Status Bar

After logging in, an agent will have a view consisting of 4 parts: the menu and status bar is at the very top.

File 

Hangup and Logout

Edit 

Configuration specific to the agent (NYI)

View 

NYI, but to change the look of the agent interface.

Tabs 

Adding, removing, and reloading tabs.

The status portion is aligned to the right. The ticking is how long the agent as been in their current state.

Tab Bar

Depending on an agent's security level, there are a variable number of tabs. Two that always exists are 'Main' and 'Event Log'.

Main

Main displays information about the agent state and any media they may be involved with at the time, such as associated brand.

Event Log

A simple list of event or actions; in short, a log file.

Button Bar

The context dependant actions an agent can take are available here. When an agent first logs in, they will only have 'go available' or 'outbound call to ' available.

Go Available

This button is only available if the agent is currently released. This sets the agent to idle. The agent is released when they first login.

Outbound call to ...

Select a brand from the list when the agent is released or idle. Sets the agent to pre-call state. Makes the dial and cancel buttons available, as well as the number entry field.

Dial

Dials the number in the number entry field. Only available when the agent is in pre-call. Does not change state.

Cancel

Cancels the current action, usually an outbound call. Sets agent idle.

Go Released ...

Sets the agent to released with the reason selected from the drop-down menu, or queues a release for when the agent would next go idle if they cannot go released immediately.

Answer

Sets the agent to on-call. Available when the agent is ringing.

Hangup

Sets the agent to wrapup. Only available when the agent is in a call that uses in-band media.

End Wrapup

Sets the agent to idle, or released if queued. Only available when the agent is in wrap-up.

Logging Out

An agent can logout explicitly by using File -> Logout. If they exit the browser (implicite logout), after 3 missed polls (3 seconds) they will be logged out. Note, simply closing the browser's window is not sufficient to perform a logout, the browser must be completely closed.

Supervisor Tab

To access the supervisor tab, you must have supervisor or better security level. The supervisor tab is loaded by clicking on the 'Tabs' menu, moving to 'Load Tab', and clicking on 'Supervisor.'

The supervisor view is a hierarchical snapshot of the state of the call center that allows some control over agents and calls. The color and background bar of each bubble represents the general 'health' of that particular aspect of the call center. In general, a bubble with a blue tint and a background bar left of center means that aspect is under-utilized. A yellow to red tint and background bar right of center means that aspect is over-utilized or has some other pressing problem.

The health of lower items effects the health of items above it. For example, a call that has been in queue for an excessive amount of time (thus turning red) will contribute to the queue itself being over utilized. Many calls that are underutilized can offset this, but over utilized items effect it's parent's health much more than underutilized items.

If a bubble has additional information available to it, mousing over that bubble will fill in a box that is positioned in the lower right corner by default. Drag it around if it's in the way.

Bubbles that have right-click menus associated with them are calls, agents, agent profiles, the agent bubble, the node bubbles, and the system bubble.

Bubbles that can be dragged are calls and agents.

The number in front of queue groups and queues are the number of calls in that group and queue respectively.

The icon in front of a call's client name is the type of call.

The icon in front of an agent is the state that agent is in.