Softdial Agent Desktop™

Demonstration

From V10.7 - The demonstration described below shows Softdial Agent Desktop™ handling a single voice session, and can be run very quickly using the installed database and demo scripts that are pre-configured on installation.

If you have not already installed Softdial Contact Center™ (SCC), follow the demonstration installer procedure described in Installing Softdial Contact Center™ (SCC).

With SCC successfully installed:

  1. Log in to SCC (See Accessing Client Applications) using the Administrator user and password set up on installation. On successful login, the web client Home page appears (Fig. 1).

    Client Applications

    Fig. 1 - Client Applications

  2. Click on Campaign Manager.
  3. When you start Softdial Campaign Manager™, you will see a preconfigured campaign - Mobiles - is already available.
  4. The Mobiles campaign is configured to use the Mobiles table in the MariaDB Mobiles database. This database and the demo Mobiles table are configured on installation of V10.7.
  5. You will not yet be able to start this campaign until a telephony service is available. Open the Softdial Simulator (SIM) application (found in the Softdial/SIM folder), create a new telephony simulator (set the connect rate to 80%) and start the Mobiles campaign.
  6. A script called Demo Script is already pre-configured to run on the Mobiles campaign so there is no need to set this up
  7. You can continue with this demo using your Adminstrator login, or you can configure a new user and user endpoint for the campaign. To do this:
    1. Return to the web client Home page (Fig. 1)
    2. Click on Softdial Repository
    3. Select the Users and Endpoints tab
    4. Add a User e.g. User1
    5. Select the newly created User and add an Endpoint

      For hot-desking, leave the Endpoint field Default Telephony Address blank. The user will then be asked to enter their address/ extension when they log in.

    6. Log out of the Softdial Web Interface

Below is a basic introduction for demonstration purposes. For a fuller explanation of the Agent Desktop interface, see Using Agent Desktop

  1. Log in again using the new user credentials you have just set up (in 7. above). If you restricted the user privileges to User, there should only be a subset of applications available on the Navigator pane
  2. Select Agent Desktop and wait for the browser to finish loading.

  3. When the page has finished loading you should see the layout shown in Fig. 2.

    Agent Desktop Unavailable Screen

    Fig. 2 - Agent Desktop Unavailable Screen

    The header bar is the Session Manager which contains media session controls such as wrap/ end/ transfer session, hold/ mute/ record call and outcome selection. At the right of the header bar there is a dropdown containing user controls such as Go Available, Request Break and Log Out.

    At this point, the agent can select to Go Available.

  4. The agent is now waiting for a session to connect (Fig. 3)

    Agent Desktop Waiting Screen

    Fig. 3 - Agent Desktop Waiting Screen

    The telephony simulator is set up by default for a typical 36% 'connect rate'. If you did not change this, with just one agent on the campaign it can take 30 secs or so for the first connect to occur.

  5. When the first session connects, the Demo Script script will appear in the script window (Fig. 4).

    Agent Desktop Talking Screen

    Fig. 4 - Agent Desktop Talking Screen

    The agent can now direct the session based on the script flow, entering details and selecting options as provided for in the script logic.

    From V10.7.1216 - Whenever the agent places a call on hold, a Hold Timer is shown to the right of the title (Agent Desktop), showing the duration (HH:MM:SS) of the current hold period (Fig. 5).

    Hold timer

    Fig. 5 - Hold timer

    When the call is retrieved, the Hold Timer disappears.

    The Hold Timer should not be confused with the endpoint Endpoint In ProgressTimer. See Status tab explained.

  6. A session may be ended in one of the following ways:

    • The agent goes into wrap by selecting the Start Wrap button Start Wrap
    • The contact 'hangs up' the session (e.g. closes the chat window or ends a voice call).
    • The agent selects an outcome and completes the call without going to wrap.
    • If the agent detects that the call is not connected to a live person e.g. an answering machine, he can select the shortcut machine outcome button to move quickly to the next session Answering machine