Convergys Phone Control

1. Convergys Phone Control

2. Objectives After completion of this training module you will be able to: • Log in to Convergys Phone Control • Describe the features provided in the Phone Control • Utilize the Convergys Phone Control to handle phone calls and set various phone states • Transfer callers to other phone numbers • Utilize the call timers in the Convergys Phone Control • Shutdown the Convergys Phone Control

3. Why is Phone Control Important? Matching your phone punches to your eSTART punches equals low PTV! Accurate phone control can help prevent payroll issues! Helps management identify what state agents are currently in.

4. Convergys Phone Control Convergys Phone Control has the same basic phone functionality as the hardphone. Actions taken through the desktop phone control are sent to the phone switch in a similar fashion as when using the hardphone. When an action is invoked, the hardphone responds by illuminating the applicable function key as if it was selected. Additionally, features like the custom directory and display of caller information is unique to the Phone Control application.

5. Convergys Phone Control Functions • Convergys Phone Control Functions • Receive inbound calls • Place outbound calls • Display Caller's information • View phone state • Conduct consultative (warm) transfers • Place callers on hold and reconnect • Queue phone state • Display active call duration • Send DTMF tones

6. Convergys Phone Log In • Step #1 - The user enters the Login ID (sometimes referred to as CMS ID), Password and phone extension (also referred to as Station). • Click the <Ok> button.

7. Convergys Phone Log In Step #1a - It is critical that the phone extension on the hardphone matches the phone extension for the particular desk location. This approach should log you into the phone and launch the phone control application. If an invalid ID, password or phone extension is entered, the phone control will not launch. Instead the agent will be presented with an additional login screen prompting for the login information again.

8. Convergys Phone Buttons The Convergys Phone Control offers many of the same functions as your hardphone.

9. Displaying Phone Status To view the Phone State, place your cursor over the Status window located in the upper left section of Phone Control presentation. The phone status will then display the latest update from the switch. Note: For some implementations, the Status for all Phone States (Ready, ACW, and AUX) will be displayed automatically and mouse-over updates are not required.

10. Phone State Upon successful login to the Phone Control, the initial Phone State is activated. For most projects, this will be AUX and the Phone Status displays “Busy.” However, the switch may be programmed to “Ready” based on project settings. The AUX Phone State is displayed below.

11. Changing Phone State To make yourself available, simply click on the Ready button. This action will take you out of an existing AUX or ACW. The Phone State changes to “Ready” and you are now available to accept customer calls. The Phone Status displays “Available” as shown below.

12. Changing Phone State Click the AUX button from ACW or Ready State. Once a selection is made, ”OK” must be clicked to confirm and send your selection. The Phone State displays “Busy” as shown below.

13. Changing Phone State Click the ACW button from AUX or Ready State. Once a selection is made, the Phone State displays “Wrapup” as shown below. In order to queue a phone state while on a call, simply select the AUX or ACW button. Once the call ends, the phone state will automatically be set to Busy (AUX) or Wrap Up (ACW). Select the Ready button to make yourself available again.

14. Active Call Display The display for an active call is shown below. The line occurrence shows DNIS and ANI on the left-hand side and on the right displays ACD-In “Queue Number.” The green line indicator box to the far left is constant (not flashing). Line Indicator ACD-In Queue Number Line Occurrence

15. Placing a Call on Hold {Blinks indicating Hold} Click the Hold button to place a caller on hold. The line indicator box will begin to blink indicating that the line is on Hold. Also, the right column display changes from ACD-In “Queue Number” to “Hold.”

16. Reconnect a Caller on Hold {Blinks indicating Hold} Reconnect Call On Hold Click anywhere on the line occurrence or blinking line indicator box to reconnect to the caller on Hold. Now, the line indicator box displays constantly indicating that the line is not on hold.

17. Multiple Line Control {Blinks indicating Hold} Multiple Line Control Accomplish the same steps as to control (Hold/Reconnect) multiple lines. Note: Clicking on the second line without putting the first line on hold will drop caller on first line. This works the same way as controlling multiple lines with the hard phone.

18. Custom Directory The Custom Directory allows you to perform Blind (cold) Transfers, Consultative (warm) Transfers, and 3-Way Conferences. In addition, calls can be initiated by dialing a phone number or a predefined one can be selected. First, click the Custom Directory button, which brings up the directory as shown below.

19. Custom Directory Step #1 - Select from list below or enter a phone number in the Number to Dial field. Step #2 - Click button. Blind (cold) Transfer 1 2 Consultation (warm) Transfer 3-Way Conference Make Call Clear Number Cancel (Close Custom Directory)

20. Blind (cold) Transfer Step #1 - Click on the Custom Directory button in the Phone Control. Step #2 - Enter the transfer number by entering the phone number in the “Number to Dial” Box or choose from the list in the pre-populated area of the custom directory. Step #3 - Once the phone number is displayed in the “Number to Dial” box, click the Blind Transfer button. The number is dialed and the call will be automatically released. 3 Blind (cold) transfers can be initiated when a call is active and not on hold. 2

21. Consultative (warm) Transfers Step #1 - Click on the Custom Directory button in the Phone Control. Step #2 - Enter the transfer number by entering the phone number in the “Number to dial Box” or choose from the pre-populated list. Step #3 - Once the phone number is displayed in the “Number to Dial” box, click the consultative transfer button. The number is dialed and once answered the agent can talk with the third party. Consultative (warm) transfers can be initiated when a call is active and not on hold. 2 3

22. Consultative (warm) Transfers Step #3a - The phone control display shows the caller on hold and the third party extension displayed. Step #4 - A second window is displayed once the transfer begins. During ringing of extension and after call is answered by third party, the “Cancel Transfer” button will drop the third party and return agent to original line. Tones can be passed to an IVR system using the Tones Keypad. Step #5 - The “Complete Transfer” button connects two parties and the agent will be automatically released. 5 3a 4

23. 3-Way Conference Step #1 - Click on the Custom Directory button in the Phone Control. Step #2 - Enter the transfer number by entering the phone number in the “Number to dial Box” or choose from the pre-populated list. Step #3 - Once the phone number is displayed in the “Number to Dial” box, click the 3-Way Conference button. The number is dialed and once answered the agent can converse with the third party. 3-Way Conference can be initiated when a call is active and not on hold. 2 3

24. 3-Way Conference Step #3a - The phone control display shows the caller on hold and the third party extension displayed. Step #4 - A second window is displayed once the conference process begins. During ringing of the extension and after call is answered by third party, the “Cancel Conference” button will drop third party and return agent to original line that was on hold. Tones can be passed to an IVR system using the Tones Keypad. 3a 4

25. 3-Way Conference Step #5 - The “Complete Conference” button connects parties into a 3-way conference bridge. The agent can release from the conference by using the Release Button. 5

26. Make Call Step #1 - Click on the Custom Directory button in the Phone Control. Step #2 - Enter the transfer number by entering the phone number in the “Number to Dial” Box or choose from the list in the pre-populated area of the custom directory. Step #3 - Once the phone number is displayed in the “Number to Dial” box, click the Make Call button. The number is dialed and the Phone Control reappears showing the call status. Calls can be initiated from the phone control using the “make call” feature. 2 3

27. Make Call Step #4 - The agent can release the call by using the Release Button. 4

28. Alternate Transfer and Conference "C" - Conference Parties "T" - Blind Transfer Completing a call transfer or conference can be accomplished in a different manner than described in the previous slides and may be beneficial in some situations. While a call is active on line one, initiate a call using the Phone Control "Make Call" feature. The first line will be on-hold and the second line has an active call. The two-line display is shown in the screen below. Please notice that there are now two buttons displayed in the status window. The "T Button" is for transferring the call and the "C Button" is for conferencing all parties together.

29. Answer Inbound Calls To answer a call that is not an ACD call such as an internal (extension-to-extension) call, the Answer button can be used to answer the call. Also, clicking on the line display will answer the call. To release the call, the Release call is selected. Release C all Answer C all

30. Call Timer Warning The Phone Control displays a timer when a call arrives. A timer warning in the form of a background color will change from white, to yellow then red as a reminder of the call duration. The warning times can be customized per project needs.

31. Phone Control Shutdown Normal Shutdown Not on Call When used in conjunction with the Convergys Desktop Framework, the Phone Control should be closed using the Convergys Desktop Framework Shut Down feature. Select the icon in the system tray that allows control of all open applications. Right click on the icon displayed below and a list of options appears. “Shut Down” is the last option in the list. When selected, the framework closes all applications it originally launched.

32. Phone Control Alternate Shutdown As an alternate shut down procedure (must be used when Convergys Desktop Framework is not in place), the Phone Control can be independently shut down using the standard window “X” in the upper right corner of the display.

33. Phone Control Alternate Shutdown If the Convergys Phone Control window is closed, a warning as shown below is displayed. Click the OK button to close.

34. Objectives Review After completion of this training module you will be able to: • Log in to Convergys Phone Control • Describe the features provided in the Phone Control • Utilize the Convergys Phone Control to handle phone calls and set various phone states • Transfer callers to other phone numbers • Utilize the call timers in the Convergys Phone Control • Shutdown the Convergys Phone Control