Desktop Availability 5.0.5 - User Guide - Issue 1.00
Contents
1. ad or some other combination that you do not use a Click in the Away box and press the key s e g CTRL ALT F11 that you want to use to suspend acceptance of calls from a queue Desktop Availability displays the name s of the key s in the Away box Configuration Hotkeys Away CTRL T 4LT F11 Back None Mailbox o cen b Click in the Back box and press the key s e g CTRL ALT F12 that you want to use to resume acceptance of calls from a queue Desktop Availability displays the name of the key in the Back box Configuration Hotkeys Away CTRL T 4LT F11 Back CTRL ALT Fle Mailbox o ccol Issue 1 00 23 January 2007 Page 8 of 10 Desktop Availability 5 0 5 User Guide 7 Click in the Mailbox box and key in your mailbox number Configuration Hotkeys Away CTRL T 4LT F11 Back CTRL T ALT Fle Mailbox e5 z 8 Click the OK Button 9 Desktop Availability displays the main window similar to either of the following aM voicemail Availability Enter Wrapup F11 v Available Wrapup time BL secs Mailbox 65 available aM voicemail Availability Enter Wrapup F11 Wrapup time 60 secs Mailbox 65 available If the main window does NOT have the Available check box a you can only become unavailable for a brief period by pressing the Enter Wrapup key Issue 1 00 23 January 2007 Page 9 of 10 Desktop Availabili2. ecify this if call handlers work at different desks In this situation each call handler has a mailbox but does not have an extension associated with 1t If call handlers always works at the same desks then each call handler has an extension associated with their mailbox number In this situation you can still specify the extension number but it is not necessary to do so Issue 1 00 23 January 2007 Page 4 of 10 Desktop Availability 5 0 5 User Guide Configuration Password If you specify a password Desktop Availability will display the following window the next time that you select the System Configuration option to prompt you to first re enter the password Configuration Password Password co Show Available Tickbox If you select this check box so that 1t contains a tick the main Desktop Availability window contains the Available check box that enables a call handler to specify when he she 1s available to accept calls See Section 2 2 Page 6 Enable Wrapup If you select this check box so that it contains a tick in the Wrapup area below it the Time secs and Allow extend check box will be active Wrapup A wrap up time is a period following a call during which Q Master will not pass another call to a call handler This gives the call handler time to record details about a call before the next one Time secs The wrapup time in seconds Allow extend If you select this check box so that it contai
3. gm VOICE CONNECI INTEGRATED COMMUNICATION SPECIALISTS Desktop Availability 5 0 5 User Guide icrosott Microsoft ss Y V INVESTORS oftware Solutions v V BN Partner Ww ub IN PEOPLE Regi ket Desktop Availability 5 0 5 User Guide CONTENTS W HUVEC CT OW se NEN UI 3 2 How to Configure Desktop Availability 2 00 00 cccccccceccceeeseeeeeeceeeceeeeeeeseeeaeeeeeeees 3 AN NEMES ico eelai eiseci o RN ORE 3 22 AWallable TICKDOX dise mosaic asp ur diia ssa EE eco tie tue 6 AS SEF COMIGUIANOM m E Tm 7 3 How to Use Desktop Availability 0c cccccccceccecceeeceeceeeceeceecaeeceesaeecuesensaeesans 10 3 1 jAvallable and Unavallable scio tees aa a eta piu un Mui DIEI Mcd Deoa 10 Ol WADUD o eS 10 Issue 1 00 23 January 2007 Page 2 of 10 Desktop Availability 5 0 5 User Guide 1 Introduction This application enables a call handler to do the following 1 Make him herself available and unavailable to accept calls from a queue 2 Initiate and extend a wrap up time after a call 2 How to Configure Desktop Availability 2 1 System Configuration Do the following procedure 1 Log on to the computer through Microsoft Windows as an Administrator 2 Start Desktop Availability It displays the main window similar to the following aM Yoicemail Availability Wrapup not available valable Connection error Mailbox 0 unavailable 8 Click on the icon at the top left of the w
4. ility Wrapup nat available Mailbox 0 unavailable Issue 1 00 23 January 2007 Page 6 of 10 2 3 Desktop Availability 5 0 5 User Guide User Configuration Do the following procedure 1 2 3 4 Log on to the computer through Microsoft Windows as a user Start Desktop Availability It displays the main window similar to the following aM Yoicemail Availability Wrapup not available Available Mailbox ll unavailable Click on the icon at the top left of the window to display the following menu E Restore Move Size Minimize Maximize X Close AIt F4 System configuration User configuration About voicemail amp vailabiliby Select User Configuration from the menu E Restore Move Size Minimize E Maximize X Close AIt F4 System configuration User configuration About voicemail Availability Issue 1 00 23 January 2007 Page of 10 Desktop Availability 5 0 5 User Guide 5 Desktop Availability displays the following window Configuration Hotkeys Away None Back None Mailbox o ced 6 Hotkeys enable the owner of the mailbox to press a single key or combination of keys to suspend and resume acceptance of calls from a queue To enable Hotkeys do the following procedure WARNING These Hotkeys override other uses of the keys For example if you use F11 in any situation specify CTRL F11 or ALT F11 or CTRL ALT F11 inste
5. indow to display the following menu E Restore Move S ZE Minimize Maximize X Close AIt F4 System configuration User configuration About voicemail Availability 4 Select System Configuration from the menu E Restore Move Size Minimize E Maximize X Close AIt F4 System configuration User configuration About voicemail Availability Issue 1 00 23 January 2007 Page 3 of 10 Desktop Availability 5 0 5 User Guide 5 Desktop Availability displays the following window This enables you to specify details for the computer and phone at a desk The User Configuration described in Section 2 2 Page 6 enables you to specify details for a call handler System configuration Voicemail 4ubo smartdesk extension Configuration Password M Show Available tickbox Enable Wrapup Time secs 6 Enter the following information Voicemail The I P address or name of the Voice Connector II VCII autoattendant and voicemail server Auto smartdesk extension This is the extension number of the telephone next to the computer When a call handler logs in through Microsoft Windows to the computer the VCII associates the mailbox number of the call handler with the extension number of the phone at the desk If Q Master passes a call to the call handler which 1t does through the mailbox number of the call handler it rings the phone at the desk You must sp
6. ns a tick a call handler can extend the wrapup time if necessary System configuration Ei Voicemail 10 0 0 10 Auka smarkdesk extension cg Configuration Password senha v Show Available tickbax Iv Enable Wrapup Time secs Bn v Allow extend cae 7 Click the OK button Issue 1 00 23 January 2007 Page 5 of 10 Desktop Availability 5 0 5 User Guide 8 If you changed the Auto smartdesk extension Desktop Availability displays the following window Click the Yes button MaAYvail 2 The startdesk extension was changed Update the smartdesk location For Ehe currently logged in mailbox 9 Desktop Availability displays the main window similar to the following ae Yoicemail Availability Wrapup not available Available Mailbox 0 unavailable The above illustration indicates that wrap up 1s not available even though wrap up is available This is because a User Configuration which Section 2 3 Page 7 describes is not yet specified 2 2 Available Tickbox System configuration Ez Voicemail 10 0 0 10 Auta smarkdesk extension eg Configuration Password senha jv Enable Wrapup Time secs v Allow extend cae If 1n the System Configuration you deselect the check box Show Available tickbox so that 1t 1s empty as shown above the main window does not have the Available check box as shown below aM voicemail Availab
7. ty 5 0 5 User Guide 3 How to Use Desktop Availability 3 1 Available and Unavailable If the Desktop Availability main window has the Available check box you can deselect it so that it is empty to make yourself unavailable to accept calls aM Yoicemail Availability Enter Wrapup F11 Available Wrapup time BL secs Mailbox 65 available Then select it so that it contains a tick to make yourself available again to accept calls from a queue 3 2 Wrap Up A wrap up time is a period following a call during which Q Master will not pass another call toa call handler This gives the call handler time to record details about a call before the next one 1 To initiate and to extend wrap up press the Enter Wrapup Away key 2 To finish wrap up press the Exit Wrapup Back key Issue 1 00 23 January 2007 Page 10 of 10
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