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Agents & Queues Establishing - Call Center
The Call Center system is meant to control and monitor processes between the
customer and agents assigned for a specific mission. As part of an ongoing call
center operation, the administrator or supervisor needs to create new agents and
queues, and manage their function.
Access to Tikal's Administrator Interface
Click the IP address of the Telephony system provided to you by Tikal's
representative.
You will get to the following page:
Enter username and password as assigned by Tikal's representative or
administrator. You will be routed to the following page:
Click Settings & Management
Tikal Networks Ltd., POB 3409 Petah Tiqwa 49510 Tel +972-73-2209191 Fax +972-73-2209001
www.tikalnetworks.com
A. Creating a New Department (and Agents)
After clicking "Settings & Management" you will be routed to the Administration tab.
In order to create a new department, choose the "Department Manager" option from
the menu, and then click "Add a new department" and follow the Wizard.
B. Creating a New Agent Wizard (for above department)
For your convenience while creating a new department you can create also agents
through the above Wizard (You can also add agents from the "Agents Manager"
menu see Para. E). To use the wizard: Click the "Basic" tab and fill in the department
details, then click "Next"
Tikal Networks Ltd., POB 3409 Petah Tiqwa 49510 Tel +972-73-2209191 Fax +972-73-2209001
www.tikalnetworks.com
On the "CTI Buttons" tab fill in the details you want your agents to see on the CTI
(Agent Desktop Client): Queues status, Agents status, Extensions list. Then click
"Next"
On the "Advanced" (optional) tab you can upload Customer Surveys. These are
quality surveys to be filled up by customers. Fill in the details then click "Next"
On the "Exceptions" tab you can define exceptions in the ongoing call duration and
other factors. Characterize and then click "Next"
Tikal Networks Ltd., POB 3409 Petah Tiqwa 49510 Tel +972-73-2209191 Fax +972-73-2209001
www.tikalnetworks.com
On the "Subtypes" tab you can customize sub-pauses and Missions for real time
monitoring of agents activities. Characterize and then click "Next"
C. Creating a New Queue
In order to create a new queue, pick the "Queues Manager" option from the menu,
then below "Add a New Queue":
Tikal Networks Ltd., POB 3409 Petah Tiqwa 49510 Tel +972-73-2209191 Fax +972-73-2209001
www.tikalnetworks.com
On this screen fill in all the Queue details:
Queue Name – For example: Support, Service etc.
Queue ID - Queue number
Note: Kindly note to separate between the number of agents (range) to the Queue
ID number, in order to prevent confusion. For example, if our number of agents are
1001 – 1100, we will create the queue ID numbers according to the agents' numbers
for the specific queue. I.E. Agents for "Support" are numbered 1001 -1100; queue ID
numbers would start from 1501 accordingly.
After filling out the queue details and allocating agents to the queue, click "Submit"
and we can see the new queue in the system.
D. Queue Properties Management
At this stage we will be able to decide how will an Inbound call in a queue be
handled.
Click "Support" on the menu and view the following page:
Tikal Networks Ltd., POB 3409 Petah Tiqwa 49510 Tel +972-73-2209191 Fax +972-73-2209001
www.tikalnetworks.com
1. Queue Properties
1.1. Alert Info – Agent will identify the inbound queue according to the specific
ringtone.
1.2. CID Name – specific Inbound queue 2 digits code
1.3. Outbound caller ID – Number from specific queue displayed to receiver
1.4. Agent Announcement – Upon receiving a call, agent will hear name of queue
2. Inbound Announcement
2.1. Upon entering a queue caller will hear a recording assigned by administrator
3. Caller Position Announcement (to Caller)
3.1. Determine the frequency upon which the caller will hear his position
4. Periodic Announcements
4.1. Frequency of Announcement – Time between each announcement caller
hears
4.2. IVR Menu – Select an IVR to be played while on-hold
4.3. Recording - Select a recording to be played while on-hold
4.4. Callback– Recording caller will hear upon callback request and while
receiving it
5. On-Hold Announce
5.1. Announcement for on-hold caller
6. Monitoring & Management
6.1. Yellow Color – A call passing the average time determined by supervisor
6.2. Red Color – A call passing the maximum time determined by supervisor
6.3. Pending call alert – Alert sounded when multiple pending calls
6.4. Repeat Pending call alert – Time for repeating alert sound
7. Queue Options
7.1. Customer QoS Survey – Caller can fill out a QoS survey (upon admin.
decision)
7.2. On-Hold Music – Music played while on-hold for an agent
7.3. Ring tone – Regular ringtone instead of music on-hold
7.4. Call receiver – Which agent will receive the call
7.5. Max. Ring Time – Maximum ringing time for an agent
7.6. Back to on-hold – Unanswered call after maximum ringing time
7.7. Wrap-Up time – Pause time between calls for all agents, for filling out forms
7.8. Call Recording –Recording and listening to conversations (Upon demand)
7.9. Prioritize Queue – calls transfer from a queue upon prioritization
7.10. Auto Fill. – Admin. Defines if a call will be transferred to any free agent
7.11. Last Contact Agent Priority – Caller redirection to his last handling agent
7.12. Agent Auto Pause – Automatic pause to an agent after not answering a call
8. Diverting call Options
8.1. Max. waiting time – Maximum waiting time before transferred
8.2. Max. Calls per queue– limit number of inbound calls to a specific queue
8.3. Max. agent dials - limit ring cycles. Transfer call if unanswered some time
8.4. Join free – Option for caller to wait for an answer in a queue with no agents
8.5. No Agents – Call diverted upon automatic specification
9. Targets for Diverted Calls
9.1. Announcements – Recording for caller "Hello, due to load…."
9.2. Extensions – Call diverted directly to specific extension i.e. secretary
9.3. Voicemail – Caller diverted to voicemail to leave a message
9.4. IVR – Caller diverted to voicemail to IVR (supervisor assign)
9.5. Misc Destinations – Not in use
Tikal Networks Ltd., POB 3409 Petah Tiqwa 49510 Tel +972-73-2209191 Fax +972-73-2209001
www.tikalnetworks.com
9.6. Queues - Caller diverted to other queue (supervisor assign)
9.7. Ring Groups- Call will ring at a group of agents up to answer
9.8. Time Conditions – Call diverted after a period of time
9.9. Custom Contexts – Not in use.
9.10. Custom App - Not in use
E. Creating a New Agent
Choose the "Agents Manager" option from the menu and then "Add a New Agent":
A new Agent Properties screen will open:
Tikal Networks Ltd., POB 3409 Petah Tiqwa 49510 Tel +972-73-2209191 Fax +972-73-2209001
www.tikalnetworks.com
In this screen fill in all the agent's details:
Agent's Department – The department/s assigned for the agent
Agent's ID – Unique number for the agent related to specific queue
Agent's name
Agent's password – Password to log-in the telephony system (default 1234)
Agent Wrap-Up time - Pause time between calls for all agents, for filling out forms
Agent outcalls queue – Queue to which the agent is assigned
Agent monitoring 1 – Number of pending calls in queues upon prioritization
(displayed on agents CTI)
8. Active agent - Agent status active/inactive
9. Queues list – Assigned queues for an agent
1.
2.
3.
4.
5.
6.
7.
After filling the details click "Submit" and a new agent was created.
For additional information and help enter the Tikal Networks support at:
http://www.tikalnetworks.com/support/video-tutorials
Tikal Networks Ltd., POB 3409 Petah Tiqwa 49510 Tel +972-73-2209191 Fax +972-73-2209001
www.tikalnetworks.com
Annex 1: Secured "Key" Installation in
Administrator/Supervisor/Agent stations
General
Managing and monitoring the call center system will be permitted to stations with a "Key"
installation. This is for a secured access to the system.
The "Key" should be installed in all stations that have access to the telephony system:
Administrator, supervisors and agents.
Prior to the "Key" installation, save the file provided by Tikal Networks' and follow the instructions:
A. Creating a New Department (and Agents)
"Key" Installation and operation
Save the file sent to you by e-mail from Tikal Networks on your desktop.
Install the file in the stations as follows:
1. Welcome screen Installation choose: “NEXT”
2. Save "Key" – Click the radio button as shown below. The system will automatically find it in
"Personal". After choosing the location click "Next"
Tikal Networks Ltd., POB 3409 Petah Tiqwa 49510 Tel +972-73-2209191 Fax +972-73-2209001
www.tikalnetworks.com
3. Password – Enter Password assigned by Tikal Networks.
This password is attached to the initial e-mail with the system operating instructions.
Now, tick the 2 check boxes as indicated below, and click "Next"
4. Finish – Click "Finish" and wait for the confirmation note (Para. 5)
5. Confirmation note:
After the import was successful, you can access the system via the address
sent with the instructions e-mail.
Tikal Networks Ltd., POB 3409 Petah Tiqwa 49510 Tel +972-73-2209191 Fax +972-73-2209001
www.tikalnetworks.com