CallGuide Agent default settings

This is where you set if the agent should be automatically reactivated after a specified amount of seconds after automatic pause due to e.g. that a call has not been answered or a failed routing.

For agents working with wireless telephones automatic reactivation after automatic pause is an most important since the agent may be away from the workstation and hence cannot manually activate himself.

The time set for automatic reactivation should not exceed the time set for inactivity logout in CallGuide Admin Activities.

When this option is active, incoming contacts are automatically anwered/accepted after the time specified as delay for each service respectively.

If the check box for a service is greyed out you do not have the access rights to this service. The exception is the Incoming calls, queue etc. choice as this setting also applies to externally incoming calls, internally incoming call and enquiry calls.

Should CallGuide be configured to allow calls to be answered before contact data has arrive, the system cannot determine whether the call is coming from a waiting list or a queue. All incoming calls will then be answered according to the setting for Incoming calls, queue etc..

If the check box for Answer/accept contacts automatically is not checked when you click on OK, the settings you have made per service will be discarded as well.

If the self learning FAQ CallGuide Answer is to be used for automatic search of answers, this is where you

• select the name of a CallGuide Answer portal. The portal names to choose from are set inCallGuide Answer portals
• choose when automatic search should be performed for different contact types, i.e. see the data before or after accepting the contact.

To see this setting you need the Look at Interaction View access function in your access role.

Choose when automatic search should be performed for different contact types. Interaction View will present a collected view of earlier interactions with present contact, using contact data as search criteria.

To see archived interactions through automatic search this function has to be activated in the CallGuideAdmin Organise | Automatic search – Interaction View window. See Interaction View in CallGuide Admin

Also see Basic facts about Interaction View

The functionality in CallGuide Agent is described in About the Interaction View function If you use CallGuide Edge Agent, see Interactions in Edge Agent

To see the setting you need the Look at guide in Information Guide access function in your access role.

Specify how Information Guide is to be used in CallGuide Agent.

• Pick the name of the guide where search for questions and answers will be made. The selected guide will be using contact data for the current contact as search criteria.
• Information from the chosen guide is displayed automatically, before or after answering/accepting the contact.

The guides are set up and activated in The information Guide window

When you log on to a dialer campaign the initial call from CallGuide Dialer is automatically accepted in CallGuide Agent.

With this setting you do not have to verify that the call is actually coming from CallGuide Dialer. Considered mandatory if you are to use the Temporary workforce from dialer campaign function.

In Egde Agent you handle your password via the Client settings menu choice.

See CallGuide Edge Agent application overview

If the searched party isn't available at once, CallGuide can continue to call, until someone answers.

See Call handling in Unifinder

Specifies whether the email contact should be closed automatically when an email reply is sent. Then you do not have to click on Close in the CallGuide Agent Received email support function.

Select whether outgoing emails from CallGuide Agent should be in Plain text or HTML format.

Emails can be automatically opened in reply mode when you accept an incoming email. Then you do not have to click on Answer in the Received email support function to open the Email reply support function in CallGuide Agent.

Specify whether incoming emails should be included in your reply mail and, if so, whether it should be seen first or after your text.

Specify whether all incoming emails should be seen as plain text in CallGuide Agent, or not.

If the check box is not ticked, the received mail will be displayed in the format it was sent in.

If you enter a text of 512 characters as a maximum, it will be inserted at the end of an email sent from CallGuide Agent.

The height of the support function area in CallGuide Agent can adjust automatically to displayed support functions. The agent can enter a desired height for a specific support function by having just this support function open and then adjust the height using the mouse pointer.

The next time the support function is opened it is presented with the size the agent specified. This setting is saved between logins – unless CallGuide Agent has been closed without the support function having been closed first.

Tick to make the Answer button flash when a contact comes in and the Accept button flash when an email or an outgoing call record has been routed to you.

If your CallGuide solution uses Telia Touchpoint Plus or CallGuide Voice, you can choose which type of telephone you use for talking. In a drop-down menu you find the following options:

• Softphone
  Only applicable for sites using CallGuide Voice or Touchpoint Plus.
• Mobile
  Only applicable for sites using CallGuide Voice or Touchpoint Plus.
• Desktop phone
  Only applicable for sites using CallGuide Voice or Touchpoint Plus.

• Skype for Business
  Mandatory for sites using Skype for Business via CallGuide Voice or Touchpoint Plus

In Egde Agent you select User interface language already when you log in. However, this can be changed in a client setting. See CallGuide Edge Agent application overview

Support functions that can use the entire function area in CallGuide Agent use only half the area if another support function is activated at the same time. This setting makes support functions always use the entire function area, where possible.

SeeSupport functions area

Means that CallGuide Agent will automatically be minimized when you have answered a call/accepted a contact or when you have handled a contact.

Select whether 2, 3 or 4 simultaneous chat panels should be visible in CallGuide Agent.

See The chat window in CallGuide Agent

To get sound alert in CallGuide Edge Agent, when a callback appointment is due.

See Book Callback appointment in Edge Agent

Specifies how to store the last selections using the enquiry function in CallGuide Agent Unifinder. If the box is not ticked, the selections are not saved.

• With Always, the selections are saved also between logins.
• With During current session, the selections are saved during the current login and will be gone the next time the agent logs in.

Specifies how CallGuide Agent will remember log in to or out from specific queues. If the options is not used you will, at work level change, automatically be logged in to all queues you are servicing.

• With Always your choice of queues to service at change of work level is saved, also between logins.
• With During current session, CallGuide remembers that you logged in to or out from specific queues, but at the next login to CallGuide Agent you will once again be automatically logged in to all the queues you are servicing.

Screen pop can e.g. be that a support system should open, based on supplied data in an IVR or supplied facts in an email or chat. If screen pop features are configured in your CallGuide solution, you can choose if you want to use it and if so, when the screen pop is to occur. Choices are before answer, after answer, when a contact is reactivated after parking, before and/or after wrap-up.

Means that a contact data collection is displayed when e.g. a call is answered or a chat is accepted.

You choose for which type of contacts you want the contact data card or window to open automatically.

Tick if you want to see compressed queue status by the CallGuide Agent icon in Windows’ system tray.

Also, specify if you want to Flash tray icon at queue situation, i.e. when threshold 2 is passed.

Means that your computer emits a sound signal when a contact comes in to CallGuide Agent. There can be different for contact from queue, new contact in waiting list and a VIP contact. The signals are seen in Windows Control Panel |Sound.

In CallGuide Agent you can set the desired height for a specific support function by only having this very support function open and then with your mouse pointer adjust the height.
The next time the support function is opened it has your set size. The setting is also saved between logins.

Examples of support functions that you may alter the size for are Statistics today, Interaction View described in About the Interaction View function and Waiting lists described in Basics about waiting lists in CallGuide

Support functions that can use the entire function area in CallGuide Agent use only half the area if another support function is activated at the same time. This setting makes support functions always use the entire function area, if possible.

See Support functions area

The support functions area in CallGuide Agent enlarged to show up to four functions at the same time.

It is up to you to choose how many you want to see. The screen resolution affects what can be selected.

Sender address for emails sent by operator from Unifinder. Choices are set inThe Email and Work Item accounts window. Also see Add an email account

The recipient sees this in the email’s sender field.

Enter a central subject for emails sent by operator from CallGuide Unifinder.

The recipient sees this in the email's subject field.

Select which address book(s) CallGuide Agent Unifinder shall search in.

Not marked, no search will be performed in any address book.