ACE Agent can be used regardless of telephony solution. Stationary or mobile system telephones as well as IP based hardware and software telephones can be connected to ACE by means of Server based CTI or client based CTI with Microsoft TAPI. If there is no telephony connection, ACE Agent can be used in so-called Light Mode. An agent without a computer can log in to ACE Agent using Mobile login.
Server or client based CTI
At login, ACE sees which telephony connection you have. Telephony connections are:
- Server based CTI
- The telephone is controlled by a server solution. The location is centrally configured, either towards a PBX or for Light Mode (see below).
- Client based CTI
- The telephone is locally controlled in your computer. The settings are configured in the ACE Configuration Utility application.
The telephony functions included in ACE Agent are made to fit most PBX’s and telephony connections. There may, however, be some limitations in their functionality, depending on the telephony environment you are working in.
Light Mode
You can use ACE Agent without a computer connected telephone. Having no telephony connection is called Light Mode. Calls are routed to your ACE Agent, but you handle all telephony functions via a separate stationary or mobile telephone.
ACE Agent is started in Light Mode if
- the location is centrally configured for Light Mode,
- you, in the ACE Configuration Utility application, have configured to always use ACE Agent in Light Mode,
- the server based or client based telephony connection is wrongly configured.
You find a description of how to work with ACE Agent in Light Mode in separate sections.
Work without the ACE Agent application
In order for agents to be able to participate in the contact center’s work, even without access to a computer with the ACE Agent program, there are two different mobile methods as well:
- Mobile login with optional telephone type.
- ACE Mobile Agent, an ACE application you see in your mobile telephone.
A mobile agent is seen in Telia ACE in the same way as all other agents as regards realtime information about status, and statistics for handled calls.
Mobile login with optional telephone type
If the solution you are working in uses the mobile login function, a person without a computer can log in to ACE to receive calls. The only thing needed is a telephone that can send DTMF tones. This function is used e.g. when an agent is ”out in the field” with access only to a mobile phone, or when an agent is working from home without a computer connected to ACE. The services you can log in to are Incoming calls, queue, and Incoming telephony enquiry.
Mobile login and logout are carried out through an IVR. You call a preset telephone number where an IVR dialogue informs you about your current status; whether you are logged in or not. You are also given the opportunity to change your status, i.e. you can log in or you can log out. At login you identify yourself by giving a so-called mobile identity, a PIN code, if any, as well as the telephone number the ACE system shall call. Exactly what information you give depends on what the administrator has configured in ACE Admin. When you have logged in you end the IVR call and wait for ACE to route calls for you to answer.
A mobile agent is never automatically logged out. After a concluded work session you must actively log yourself out. This is done in the same way as for log in, by calling the IVR again. There is also a possibility for an administrator to log you out via ACE Pulse. If the ACE system is shut down, all agents will be logged out. Mobile agents, however, are automatically logged in again when ACE Server is rebooted.
Should there be any errors while routing a call (busy tone, number unobtainable tone, or no answer) ACE will pause you for a limited time. After that your status will return to Ready and new calls can be routed to you.
ACE Mobile Agent – An agent view in your mobile phone
With ACE Mobile Agent you work with calls and callback in the contact centre via a smartphone with Internet access and a web browser. ACE Mobile Agent is opened in your smartphone’s web browser, via an URL to your ACE solution. See Before you start using Mobile Agent.