Starting Microsoft Teams

To start up Teams, click on the Teams icon. All calls are made using the Teams Calling softphone, your availability status within Teams is also important for call handling.

Login WebAgent

1. Depending on your system configuration, open the WebAgent in a new internet window and login using your Anywhere365 enabled account.
2. Select: Anywhere365 WebAgent
3. If a username is required, it will be prompted after you have clicked ‘Sign in’
4. Auto login options may be programmed.

Informal Agent

An informal agent will be automatically logged into the associated skills and queues programmed for you. Ensure your Teams Presence Status is set to available or busy to manage calls.

Formal Agent - Login to the UCC (Unified Contact Centre)

As a formal Agent you will manually ‘Sign In’ to each of your skills or queues, then make yourself available from the Teams Presence Status.

Reason codes – WebAgent  

When you change your availability in Teams, you also need to apply a reason code in the WebAgent profile.

1. Click on your profile icon. 
2. Select the reason code under Presence that you want to use.
3. Don’t forget to make yourself available after your break.

Signing out

• Status: make yourself unavailable from Teams profile.
• Reason Code: choose a reason code from the WebAgent profile.
• Toggle each queue or click the Sign Out icon from your WebAgent profile.

WebAgent Control panel 

Depending on your company profile you may have additional functions or applications integrated with other contact management tools.

Side Bar

• Dialogues – current active calls in the queue.
• Waiting – view calls waiting, take/answer from waiting.
• Connected – displays your connected calls and timeline.
• Contacts – providing search capabilities to find contacts and initiatechats or calls to them.
• Call History – overview of historical call with ability to call back contact or remove them from the list.
• Search – when connected to the Dialogue Manager, you can search preview text-based conversations.

Classifications 

• During a dialogue you can select a predefined classification to label or categorise the type of call.
• The Classifications tab can be opened by clicking the Label/Tag icon.
• Select or search for the suitable category for the call, press Submit.

At the end of a call

• You may be prompted to enter the classification on completion of a call.
• The flag icon will appear on the Call Control bar.
• This classification information is utilised in the Dialogue Intelligence reports.

Agenda/calendar

• You may be able to integrate your personal calendar or group calendars (Agenda’s) to the WebAgent Desktop.
• Click the Calendar icon to Open.
• You can also check your colleagues’ availability while transferring calls using their contact card integrated with their Teams profiles. 

Timeline

During a call you can see a timeline for the customer contact history logs. Click on previous dates to view the timeline for specific dates.

Customer details and case history 

• If the Contact Centre is integrated with a customer management database, and the Caller ID is recognised, the customer details may be populated into the WebAgent window.
• If there are any previous cases available for the customer, they can be shown by clicking on the Case icon.
• Depending on the CRM Service, cases for the selected contact will be loaded.
• If a URL is available, clicking on the case will open a new tab that will load your back-office application.

Call handling 

All UCC calls will be presented via the Teams calling interface. You can manage the calls from your Teams interface or the WebAgent interface.

Answering incoming calls

1. When an incoming call pops up, you will see who is calling, the Call Centre name, the queue or skill chosen.
2. To answer the incoming call, click on the blue phone icon.
3. To decline the call and send it back to the call queue, click on the red decline icon.

WebAgent call controls 

To manage the call from the WebAgent interface, use the active call control icons on top right of call window:

• Hold – press ‘Hold’, then ‘Resume’ to return to the caller.
• Add Participant – conference in another person (see ‘Delight Transfer’ for details.
• Mute – for privacy mute your microphone.
• Transfer – blind / consult / delight transfers.
• End Call – hang up call when completed.

Types of transfer

You can transfer to either a Skill Queue or a Contact.

Transfer to a skill

1. Click on the Transfer icon.
2. Select the Skill Transfer tab.
3. Use the search field.
4. Select the group.
5. The call will be transferred to that queue.

Transfer to a contact

1. Click on the Transfer icon.
2. Select the Contact Transfer tab.
3. Search for the contact in your directory, or type in a telephone number.
4. Use one of the 3 available transfer options - direct transfer / consult transfer / delight transfer

Blind/Direct transfer

1. Click Direct Transfer link.
2. If the call is answered the transfer will complete.
3. If the call is not answered, it will remain with the agent to reconnect to the caller.

Consult transfer

1. Click on Consult Transfer to announce or check with your colleague before transferring the call.
2. The customer remains on hold throughout.

Call controls while consult transferring

When answered, you are connected to your colleague.

• Cancel Consult - click the X to end the call with your colleague and return to the customer.
• Hold or Mute - the contact with your colleague.
• Transfer - to complete/send the call on to your colleague.

Delight/Conference transfer

1. Click the Delight Transfer link. (This is also the same as using the Add Participant icon.)
2. When your colleague answers, you are all connected live in a 3-way conversation with your colleague and the customer. (There is no option to announce first).

• Cancel Conference – click the X to end the conference with your colleague and revert to the 2-way call.
• Hold – puts the conference call on hold.
• Add participant – to add a further person to the call.
• Mute – mutes your microphone only.
• Transfer – to complete/send the call to your colleague, you will be disconnected from the call.

End the call

Click the red phone icon to end the call. You may have Wrap Up time enabled.

Classifications

When you complete a call, you may be prompted to complete a classification reason.

• Click the green flag icon on the call control bar.
• Search and select the reason from the list.
• Click Handled to complete.

Making outbound calls

There are multiple ways to make outbound calls.

• Use the dial pad or search contacts from your Teams database.
• Use the call history log from within Teams or WebAgent call history menu.
• Use contacts already stored if using a customer management application.

Launch the Dynamics 365 application first 

1. In Dynamics 365 click on the dropdown and choose MyApps.
2. Select the App where the Anywhere365 WebAgent is configured.
3. The Anywhere365 WebAgent is now available on the right side of the screen.
4. Sign in to the WebAgent with your credentials.
5. Single sign-on or auto login options may be programmed.

Informal agent 

You will be automatically logged in to the associated skills and queues programmed for you. Ensure your Teams presence status is set to available.

Formal agent - login to the UCC (Unified Contact Centre)

As a formal agent you will manually ‘Sign In’ to each of your skills or queues, then make yourself available from the Teams presence status.

WebAgent profile

1. Click Open your account on the top right of screen.
2. Select Manage Profiles.
3. Toggle the state to sign in each skill.

Change availability

To be able to accept calls you must manage your available status from the Teams user profile.

1. Click on your Teams user profile icon.
2. Select the presence drop-down list.
3. Select Available status to receive calls from the Contact Centre queues.
4. Select Busy to stop receiving calls when you go on a break, lunch, or a meeting.

Reason codes

When you change your availability in Teams, you also need to apply a reason code in the WebAgent profile.

1. Click on your profile icon.
2. Select the reason code you want to use.
3. Don’t forget to make yourself available after your break.

Call handling

All UCC calls are integrated with the Teams calling interface, but you can manage all calls from within the Web Agent and Dynamics single browser window as best practice. You may see the Teams pop-up calling window.

Answering incoming calls

Click on the Green Phone Icon in the Web Agent window. If the caller ID is recognised the Dynamics 365 window will display the customer details and any previous interactions

CRM toolbar

You can interact with the CRM database using the Web Agent toolbar at the bottom of the call window, or from your standard functionality within the Dynamics 365 application. 

• If the caller ID is recognised, you will be presented with the customer profile page, view previous cases, or add a new case/activity for the existing contact.
• If multiple contacts are found, you can search to select the correct customer profile.
• If the caller ID is not recognised, you will be prompted with the create a new contact page to add a new customer profile.
• New Cases and Activities are managed from within theDynamics application as standard.

Completing calls

• To end the call - when you have completed the call click the red end call icon.
• Wrap-up time - you may have a pre-defined wrap-up time allocated at the end of each call.
  • Use the end timer button if you do not require the full duration.
  • Use the + icon to add additional time.
• Classifications – if not completed during the call you may be prompted to add a classification reason code at the end of the call.

Classifications

If programmed this allows a predefined label classification to be selected to categorise the type of calls handled.

• During a call - click the label/tag icon.
• At the end of call – select the green flag icon.
• Select or search for the suitable category for the call, click Handled to close the call window.

Making outbound calls

There are multiple ways to make outbound calls.

• Search for contacts or the call history log from within your Teams database.
• Use the dial pad to key in external numbers, or search for contacts already stored in the Dynamics CRM application

WebAgent: use the contacts field to search for a user. Use the options to chat, call, call mobile or email the contact as available. Or view their contact card, check their agenda, add to your contact list.

Dial pad: open the dial pad icon on top left to enter a telephone number.

Dynamics contact search: Use the contact search via the Dynamics CRM application to find your contact you want to speak to.

From the details card select their telephone number to initiate the outbound call via the Web Agent window.

Signing out

1. Make yourself unavailable from Teams profile.
2. Choose a reason code from the WebAgent profile.
3. Click the Sign Out icon from your WebAgent profile.

Launch your Salesforce application 

Please refer to your company policy for standard processes and user credentials.

1. Select the Anywhwere365 link from the bottom left-hand corner of the Salesforce window.
2. On first log in, enter your username, tick the ‘Keep me signed in’ box and click Next.
3. The WebAgent window is now open within the Salesforce browser window. You can minimise and maximise as required to toggle between both windows.
4. Depending on your build (formal or informal agent) you may also need to sign-in to the queues or skills from the WebAgent profile.
5. Select your profile icon on the top right and select Manage Profiles.
6. If you do have multiple queues available, use the on/off toggle from the front screen to log in ALL queues.
7. The drop-down profile will display the queues you have access to. Toggle each to switch on/off if you do not needto accept calls from all queues.

Reason codes

When you change your availability in Teams, you also need to apply a reason code in the WebAgent profile.

1. Click on your profile icon.
2. Select the reason code you want to use.
3. Your status now shows red, and thereason allocated.
4. Don’t forget to make yourself available after your break.

The home screen on the WebAgent is the dialogue view.

• Select to view current calls in the queue: personal, waiting, and connected call.
• Change to view the contacts list or catalog list using the icons on the bottom blue bar.

Call handling

All UCC calls are integrated with the Teams calling interface, you can manage calls from within the WebAgent and Salesforce browser window or from the Teams client window.

Answering incoming calls

• You will see the Teams pop-up calling window.
• Click the blue phone icon to accept the call.
• If the caller ID is recognised the Salesforce contact window will display the customer details and any previous interactions.
• You can manage the call as per your standard process for Salesforce case or activity handling. 
• If the caller is not identified, you will be prompted to enter a new contact record for the caller.

WebAgent call controls

• Manage the call from the WebAgent interface using the active call control icons.
• Hold / Add Participant / Mute / Transfer / End Call. For all Transfer options, please refer to the associated CallHandling guide.

CRM toolbar

You can interact with the CRM database using the WebAgent toolbar at the bottom of the call window, or from your standard functionality within the Salesforce application.

Completing Calls

• To End the Call: when you have completed the call click the red end call icon.
• Wrap-Up Time: you may have pre-defined wrap-up time allocated at the end of each call.
  • Use the end timer button if you do not require the full duration.
  • Use the + icon to add additional time.

Classifications

If programmed this allows a predefined label classification to be selected to categorise the type of calls handled.

• At the end of the call click the green flag, select the Classification, and save.
• Click the Handled icon to close the activity.

Making outbound calls

There are multiple ways to make outbound calls.

• Search for contacts or the call history log from within your Teams database.
• Use the dial pad to key in external numbers, or search for contacts already stored in the Salesforce CRM application.

WebAgent: use the contacts field to search for a user. Use the options to chat, call, call mobile or email the contact as available. Or view their contact card, check their agenda, add to your contact list.

Dial pad: open the dial pad icon on top left to enter a telephone number.

Salesforce contact search: use the contact search via the CRM application to find your contact you want to speak to. From the contact details tab select their telephone number to initiate the outbound call via the WebAgent window.

Signing out

1. Make yourself unavailable from Teams profile.
2. Click on your profile icon in the WebAgent.
3. Choose a reason code from the WebAgent profile.
4. Toggle each queue to switch off.
5. Click the sign out icon from your WebAgent profile.
6. Sign out of Salesforce.

Read WebAgent for ServiceNow User Guide 

Starting Microsoft Teams

• To start up Teams, click on the Teams icon.
• All calls are made using the Teams Calling softphone, your availability status within Teams also controls your availability for call handling via Snapper.

Login to Snapper (classic view) 

• Depending on your system configuration, open the Snapper icon via your desktop or, via an Internet browser window.
• To log Snapper into the UCC (Unified Contact Centre), click on the red icon next to your supervisor or agent/supervisor profile to turn it green.
• If you have multiple queues allocated, select each as appropriate to enable.

Dashboard overview

The dashboard overview provides a live insight what is currently happening on the selected UCC Queue.

• Call Statistics: snapshot of daily activity for the queue.
• Agent Statistics: live agent availability in your team. 
• Personal Statistics: totals of the calls you have handled.
• Wrap Up Time: allocated at the end of each call handled.
• Reason Codes: allocate a Not Ready reason code when you are unavailable for call.

Use the menu options on the right-hand panel to navigate each section in more detail. If you are a member of other UCC groups, use the dropdown list to change the view.

Agent overview menu

The agent overview menu shows supervisors the status of all the agents in their team. This displays if the agents are available, ready, busy, offline and the reason code selected.  

You can filter on the different status headers to view only the ‘available’ agents as an example.

Call statistics menu 

This menu is split into 2 sections, displaying the overview of the call statistics handled for today and the current live dialogue details for connected and waiting calls.

• Call Statistics: displays the call activity for today.
• Call Dialogue Details: displays active calls waiting and connected.
• Call Statistics: displays all the call activity for today.
• Call Dialogue Details: displays current live traffic being handled by agents, the calls waiting and the connected calls that you can monitor or observe.

Use the header filters to view each section. The icons to the left indicate the type of call being handled, Call, Chat, email for omnichannel services you have available.

Waiting

You can view all the contacts waiting, and you can also ‘Take’ calls directly from the queue you want to answer.

Connected

From the connected column, you can observe andmonitor live calls that are currently taking place. Use the 4 icons against the call line to:

• Listen – Join the conversation silently.
• Whisper – Join the conversation in whisper mode, only the agent can hear you.
• Speak – Join the conversation in talk mode to have a 3-way interaction with the agent and the caller.
• Takeover – Join as a 3-way interaction but take control of the call handling options, hold, transfer, end call from the agent.

Use each of the monitor options in turn to observe your agents for training or quality purposes. The call will be initiated via the Teams client, as a pop-up for you to answer, and connect to the call. If you want to move from Whisper to Speaking, you need to leave the current call and re-join using the Speak or Takeover option.

Filters

For each of the tab headings above you can filter results to specify the data you want to see.

Quality monitor

If programmed callers can be directed to enter a quality score at the end of a call to allocate a rating of 1–9 for feedback of the call. Completed ratings will appear in this section to view. 

Call history menu

The call history section allows you to view all your calls and sort into filter headings. You can also use this as a Call Back log when you need to make outbound calls to complete an enquiry.

• Select the contact, click the green call icon to dial their number.
• Answer the Teams call pop up to initiate the call.
• The more icon allows you to delete the call log or retrieve the call history log.

Advanced statistics menu*

The advanced call statistics provide more details on all the calls handled and compare your performance with the total queue performance.

*Please note that some services or features may not be programmed for your account or service. 

Settings menu

• There are some settings in the general tab that relate touser call handling and individual preference settings that you may want to view and manage per user.
• Other settings may be limited to specific roles.
• The settings will allow you to customise certain views and output results based on the timers selected.
• Use the General, UCC and Plug In tabs to check settings applicable for each.
• Additional help is available for managing settings and other programming options.

Signing out

• Make yourself unavailable from your Teams profile – busy, away or offline.
• Choose a reason code from the Dashboard View menu.
• Click the green sign out icon from your UCC group: Red =Logged out.
• Select additional groups from the dropdown list if applicable to log out all groups. 
• Click the X on the Snapper top right hand to close the application.
• Confirm selection – tick Yes to close Snapper.

Learn to use Real-time statistics with Wallboard

Learn to Manage Recordings