On Premises

WebAgent for SAP C4C User Guide

Note

Additional Anywhere365 WebAgent and CTI Integration license required.

Note

When using the WebAgent make sure your browser is compatible with your user platform, see: WebAgent Browser Compatibility Overview

Introduction

This user guide explains on how to use the WebAgent in SAP C4C.

Launch the application

  1. In SAP C4C click on the phone icon in the top right.

  2. Click the button to launch the Anywhere365 WebAgent.

Signing in to WebAgent

To use the WebAgent to handle communications, an Agent or Supervisor must sign in with valid credentials.

To sign in to WebAgent

  1. The WebAgent sign in page will appear:

  2. Anywhere365 WebAgent Sign-in Screen

  3. Sign in using your Anywhere365-enabled account (Sign-in address + Password).

    Note: If you are using an Office365 authentication method, make sure your browser is not set to block pop-ups.
  4. If a username is required it will be prompted after you have clicked “Sign in”.

  5. After logging in, you will be ready to start using the Anywhere365 WebAgent.

Login UCC

  1. Click open your account in the top right

  2. Select Manage Profile

  3. Toggle the state to sign in

Icon Action Description
Sign Out User is currently active, click to sign out.
Sign In User is currently inactive, click to sign in.
Informal User is Informal and doesn't have the option to sign in or out.

Incoming Calls

Incoming calls can be received directly or via the UCC (Unified Contact Center). When an incoming call is received, a pop-up will appear on your screen.

You have the option to pick up the call directly by clicking on the corresponding button, or to ignore the call by clicking on the "Ignore" button.

Please note that the appearance and functionality of the incoming call pop-up may vary depending on your organization's telephony system and settings.

Call Buttons

Note

To use the Call Buttons, your organization first need to configure the Remote Call Controls. Please refer to the Configure Remote Call Controls for WebAgent section for more information on how to set this up.

In the Call controls the following buttons are available. The following describes what functionality they have.

Icon Action Description

Hold / Resume

Click this button to put the call on hold. Click it again to resume the call.

Disconnect

Use the Disconnect button to end a current dialogue.

Transfer

With the Transfer button, you can transfer a call to another person or skill. For more information on how to use this feature, please refer to the "Transfer" section.

Mute / Unmute

Click this button to mute your microphone. Click it again to unmute.

Add Participants

Use this button to add more participants to the current conversation.

These call buttons provide essential functionality for managing your interactions with customers and ensuring a positive customer experience.

Incoming call via the UCC example

Incoming calls can be handled directly or via the UCC (Unified Contact Center). For example, if someone calls the main number of your company and it is connected to a UCC, the call will be routed to an available agent with the relevant skill.

Let's say your company uses one skill and has two agents who are using the WebAgent. When the call comes in, it will be placed in a queue and the UCC will look for an available agent with the relevant skill. If you are available, the call will be forwarded to you and the WebAgent will ring, allowing you to answer the call.

If your colleague is initially hunted for the call but does not answer, the call will remain in the queue. You can either pick up the call from the queue or wait until the UCC decides to hunt for another agent (in this case, it would be you if you are available).

The UCC is a powerful tool for managing incoming calls and ensuring that they are handled efficiently and effectively.

Putting calls on hold

To put the current caller on hold, simply press the yellow "hold" button. When a call is placed on hold, the icon will change to indicate that the call is currently on hold.

While a caller is on hold, it's important to keep them informed and provide an estimate of how long they can expect to be on hold. This can help to reduce frustration and improve the overall customer experience.

When you're ready to resume the call, simply click the "resume" button to reconnect with the caller.

Remember, putting a caller on hold should be done with care and consideration. By keeping callers informed and minimizing hold times, you can help to ensure a positive experience for your customers and maintain the reputation of your company.

CRM Button bar

At the bottom of the Anywhere365 – WebAgent there is a button bar that provide easy access to common places inside CRM Customer Relationship Management, or CRM, is (usually) a software-based, data management method to deal with interactions with customers and potential customers. client. After an incoming conversation is accepted, these buttons will be enabled based on your current context.

Icon Action Description

Settings

Will open the CRM settings for the Anywhere365 WebAgent.

CRM Settings

Setting Description
Search after accepting conversation

Only start searching after accept. If turned off, will search when hunted.

Enable wildcard search

Switch to a wildcard search instead of a equals search.

Audio Recording Control

Note

Both UseAudioRecording (on UCC settings) and AgentCanEditAudioRecording (on UCC settings) must be true. Learn More

Description

Agents with the WebAgent can control the audio recording with the Call recording controls

Behavior

Pause recording

During a recording

  1. In the conversation header

  2. Click in the "ll" icon

  3. The recording is now paused

Resume recording

During a (paused) recording

  1. In the conversation header

  2. Click in the play icon

  3. The recording is now resumed

Stop recording

During a recording

  1. In the conversation header

  2. Click in the stop icon

  3. The recording is now stopped

Warning

A stopped recording cannot be resumed.

Transferring Calls

Note

To use the Call Buttons, you need to configure the Remote Call Controls, Learn More

Note

Contacts are searched via Skype Web SDK in the Global Address lists.

Direct Transfer

A direct transfer, also known as a blind transfer, involves transferring the conversation directly to another contact. If successful, the conversation will be transferred, and if unsuccessful, the conversation will remain with the agent. You can initiate a direct transfer using the following steps:

  1. Have an active call with a customer.

  2. Click on the transfer icon and search for the contact to whom you want to transfer the call.

    Note

    Optionally, select the specific endpoint (e.g., mobile) for the contact.

  3. The conversation will be offered to the contact:

    1. If the contact accepts, the conversation is transferred to them.

    2. If the contact refused, you will remain connected to the customer.

Delight transfer

A delight transfer is a process of consulting with the transferee while the customer is part of the consultation, ensuring that the right information is handed over. You can initiate a delight transfer either by drag and drop or via buttons.

Initiate via Drag and Drop

  1. Have an active call

  2. Search for a contact in the contact pane

  3. Drag and drop the contact on the "Release to Delight Transfer box"

    Note

    Optionally, you can select the specific endpoint, such as mobile.

  4. The conversation will now be offered to the contact:

    1. If the contact accepts, you are now in a delight transfer

    2. If the contact refuses, you remain connected with the customer

Initiate via Buttons

  1. Have an active call

  2. Click on the icon and search for a contact to consult

    Note

    Optionally, you can select the specific endpoint, such as mobile.

  3. The conversation will now be offered to the contact:

    1. If the contact accepts, you are now in a delight transfer

    2. If the contact refuses, you remain connected with the customer

During a delight transfer

During a delight transfer, you have access to the following controls:

Icon Action Description

Disconnect Consult

Click this button to disconnect the consulted party.

Mute / Unmute

Click this button to mute or unmute your microphone.

Add participant

Click this button to add more participants to the current conversation.

Note

By default up to 4 participants can be participating, this includes the Customer and the Agent.

Transfer

Click this button to hand over the consulted party and exit the conversation.

Consultative transfer

A consultative transfer involves consulting with the transferee while the customer is on hold. Here's how you can initiate it:

Initiate via Drag and Drop

  1. Have an active call

  2. Search for a contact in the contact pane

  3. Drag and drop the contact on the "Release to consult box"

    Note

    Optionally, you can select the specific endpoint, such as mobile.

The conversation will now be offered to the contact. If the contact accepts, you are now in a consultative transfer. If the contact refuses, you remain connected with the customer.

Initiate via Buttons

  1. Have an active call

  2. Click on the consult icon and search for a contact to consult

    Note

    Optionally, you can select the specific endpoint, such as mobile.

The conversation will now be offered to the contact. If the contact accepts, you are now in a consultative transfer. If the contact refuses, you remain connected with the customer.

During a consultative transfer

During the consultative transfer you have the following controls:

Icon Action Description

Disconnect Consult

With the Disconnect button, you can disconnect the consulted party.

Mute / Unmute

Click to mute your microphone. Click again to un-mute.

Transfer

Hand over the consulted party and leave.

Skill transfer

Skill Transfer allows you to transfer a conversation to another Skill queue or forward it to a Forward Skill.

Initiate via Buttons

  1. Have an active call

  2. Click on the transfer icon

  3. Click on the "Skill Transfer" tab

  4. Search for the skill you want to transfer the conversation to

  5. Select the skill

  6. The conversation will be disconnected from you and transferred to the selected skill.

During a Skill Transfer

During the Skill Transfer, you will not be able to monitor the conversation. The conversation will be handled by the agents assigned to the selected Skill.

Outgoing Calls

Note

To perform an outbound call, Direct Call Integration (DCI) may need to be configured. For more information on how to configure DCI, please refer to Configure Direct Call Interceptor / Outbound Calling for WebAgent

Warning 1.

Please note that emergency numbers (such as 112 or 911) cannot be called via the WebAgent. Please use your own mobile device to make such calls.

Warning 2.

A contact's phone number (customer or internal colleague/agent) must be a valid E.164 format (valid, meaning actually reachable from any PSTN phone, so no ficticious or internal numbers allowed). Webagent leverages a phone number parser to check for validity or convert a valid regional number to true E.164 format. To learn more about regional to E.164 formatting, please refer to Configure Phone-number Region for WebAgent

Selecting outbound phone number

An outbound call will be made on behalf of the main endpoint of the selected UCC. You can switch outbound endpoint by selecting another UCC in the MePerson menu, which can be accessed by clicking on your profile at the top right of the screen.

Contacts

Note

Contacts are searched via Skype Web SDK in the Global Address lists.

To initiate an outgoing call, you can start from any contact card:

  1. Use the search, frequent contact or previous contacts function to look up a contact.

 

  1. Click on the contact card to slide down a gray area. From here, you can make a call, call mobile, or send an email.

  2. Additional options become available when you click the three dots on the right side of the bar. From here, you can view the full contact card, see the agenda, or add the contact to a group.

Dial pad

Note

Unfortunately, it's not possible to send DTMF tones using the dial pad. To send DTMF tones, please use the Skype for Business client instead.

Note

Contacts are searched via Skype Web SDK in the Global Address lists.

Besides the possibility of calling someone using the contact cards, you are also able to call directly from the dial pad. To open the dial pad, simply press the dial pad button on the upper left side of the screen, dial the correct number and press the green call button.

Outgoing Email

Note

To send an outbound email using Anywhere365, your organization must first configure an Email Dialogue Provider. To learn more about how to configure it, click on Email Dialogue Provider

Selecting outbound email address

When sending an outbound email, the email will be sent from the first configured Email Dialogue Provider of the selected UCC. To switch mailboxes, select another UCC from the MePerson menu. You can access the MePerson menu by clicking on your profile picture in the top right corner of the screen.

Initiate an New Email Session

There are two options to start a new email session:

  1. Select a contact and click on the Email icon in the grey area that slides from the top of the contact card. This will open a new email window.

  2. Click on the New Email button on the upper left side of the screen to open a new email window.

In the new email window, enter the recipient's email address and the subject of the email. After entering the fields, you can initiate the session with the "Create new email" button.

A new Outbound Email session will now open in the WebAgent. From here, you can compose the body of the email and attach any necessary files. Once you're ready to send the email, click on the "Send" button.

It's important to note that the first email must always go to the primary recipient when creating the Outbound Email Session. After sending the first message, you can then start sending forwards to other recipients.

Note

Starting from DC2023.01 or higher, you also have the option to add a CC on the first email.

Wrap-up Time

Description

Agents with the WebAgent can manage their Wrap-up Time or Discharge Duration. This feature allows the agent to finalize their work and update relevant information in the system.

Requirements

The Discharge Duration (found in UCC settings) must be set to 1 or higher for this feature to be available.

Behavior

During Wrap-up Time, the agent can see a timer on their screen indicating the remaining time before they're allowed to accept another call. If the agent needs more time, they can extend the Wrap-up Time by clicking the "+" button. Each click adds 10 seconds to the remaining time.

If an agent needs to stop the Wrap-up Time before it expires, they can click the cancel button. This will immediately make them available to accept another call.

Note

If an agent tries to Take a new call before the Wrap-up Time expires, the call will be offered.

Note

As of Bundle DC2024.01 the discharge (wrap-up) state will set Teams Presence to Busy. When discharge (wrap-up) state ends Teams Presence will reset back to the Agent's native Teams Presence state.

Contacts

On the left side of the WebAgent you will find the contacts. These contacts can be displayed in two ways.

Search

On the top side of the contacts, contact can be search using the search bar. The contact are searched in the Skype / Teams contact list, which is the same as in the client.

Contact card

From here you can send an IM, call, call mobile, send an email or choose more options. Choosing for more options is done via the three little dots, when pressing this button, another menu opens and you will be able to see the contact card, see the agenda of the contact or add to a group.

By clicking on the ‘See Contact Card’ button, the full contact card will be displayed within the contacts column. From there the WebAgent is able to contact the person via the channels they have submitted (e.g. work phone, private phone or alternative email addresses).

Frequent transfers

Note

To use the Frequent Transfers feature, your organization need to have the Universal Timeline Service enabled.

This group is automatically generated based on the data received from the Universal Timeline Service. The Universal Timeline Service generates a list of your top transferees based on the Call Detail Database. This list can be accessed from the Frequent Transfers group in the Anywhere365 WebAgent.

The Frequent Transfers group shows a list of the top agents to whom you have transferred calls in the past. This feature can be helpful in speeding up your call transfers by allowing you to quickly select a frequently transferred agent from the list, instead of manually searching for them.

To use this feature, simply click on the Frequent Transfers group in the Anywhere365 WebAgent to access the list of frequently transferred agents. From there, select the agent you want to the call to, and use the drag and drop functionality to initiate a Delight Consult of a Consult.

Groups

Important

All groups are stored in your browser's cache. Clearing your cache, changing browsers, or clients will delete the groups.

Groups in the WebAgent allow you to organize your contacts for easier access and management. Here's how you can create a group:

  1. Search for a contact that you want to add to a group.

  2. Open the contact's more options menu by clicking on the ellipsis icon.

  3. Select "Add to new group" from the menu.

  4. Give your new group a name.

  5. Select the group you want to add the contact to, or create a new group if you haven't done so already.

  6. Click "Save" to add the contact to the selected group.

You can also add existing contacts to a group by selecting "Add to group" from the contact's more options menu and choosing the group you want to add them to. To remove a contact from a group, select "Remove from group" from the contact's more options menu while viewing the group's members.

Dialogues

Overview

In the Dialogues tab of the overview you can see which dialogues are connected to the agent (Personal), in the waiting, or connected to other agents. You will see the name, number or email address and time in the queue.

Naturally you can select which call you want to take from the queue.

Icon Action Description

Take

Take the session from the waiting queue. The conversation will now be offered to the Agent.

Preview

(Text session only) Show the conversation as a preview. From here you can see the content of the conversation and you will have the option to "Take" the session.

Dialogues Settings

For the Waiting and Connected tabs, you have the option to configure the view. This can be done with the following buttons:

Here you have the following actions

  • Sorting Options = Sort the queue by on of the following attributes:

    • (Connected only) Agent = Sort by alphabetic order of the assigned Agent uri.
    • Duration(default) = Sort descending by duration.
    • ReceivedDataTime = Sort ascending by datetime the conversation was received.
    • Skill = Sort by alphabetic order of the assigned Skill name.
  • Grouping Options = Change the grouping of the queue to one of the following attributes:

    • (Connected only) Agent = Group by Agent assigned to this conversation.
    • Channel = Group by Channel, for example Email, WhatsApp, etc.
    • Domain = Group by the domain of Receiver of the conversation.
    • Receiver = Group by Receiver of the conversation.
    • Skill = Group by current assigned Skill of the conversation.
    • UCC = Group by UCC of the conversation.
  • View = Change the view of Text items:

    • Compact = A compact view of the results, with the following attributes:
      • Type = The type of the conversation.
      • Sender = The URI of the sender.
      • Skill= The Skill where the conversation is connect to.
      • Duration = Show the duration of the conversation. Time between condensation created and now.
    • Extended = Compact view extended with the following attributes:
      • Subject = The subject (header) field of the conversation.
      • Reference ID = Reference ID is an unique ID created per Text conversation.
      • Received date and time = The datetime the conversation was received.

Contact Information

Note

Please note that the contact information may vary depending on your organization's CRM Service and configuration, see: CRM Service for Anywhere365

The Contact Information section displays additional information about the selected contact. If the information is available in the back-office system, it will be displayed here. However, if the contact cannot be found or there are multiple results, you can use the Contact Search function to locate the contact.

To use the Contact Search function, click on the relevant button and enter the contact details, such as their name or phone number. Once you have entered the required information, click on "Search" to initiate the search process. If the contact is found, click the Select button and their information will be displayed in the contact information section.

If the wrong contact has been selected, you can also use the Deselect button to clear the Contact information. From here you can initiate a new Contact Search again.

Previous Contacts

Note

Please note that the timeline information may vary depending on your organization's Universal Timeline Service and configuration, see: Universal Timeline Service

In addition to displaying the current contact's information, the contact information panel also displays the previous contacts made by the customer. This information is obtained from the Timeline sessions and shows all contacts, sorted in alphabetical order.

The previous contacts list provides a quick and easy way to view the history of the customer's interactions with your organization.

Please note that the previous contacts list may not include all interactions, as it is dependent on the data collected and stored in the CDR database.

Tip

Combining with the CRM Service will also use the Phone and Email endpoints of a selected contact.

Timeline

Note

Please note that the timeline information may vary depending on your organization's Universal Timeline Service and configuration, see: Universal Timeline Service

The timeline feature allows you to view information about previous interactions with the customer. To access the timeline, click on the icon. This will load all the contact moments associated with the customer's information.

In the top bar of the timeline, you can scroll through the various dialogues and interactions. By clicking on a specific dialogue or interaction, you can view more details about that contact moment. These details include information about the skills used, the agent who handled the contact, and whether the dialogue was transferred or not.

The timeline feature provides a comprehensive overview of the customer's interactions with your organization. This information can be used to identify patterns, track customer behavior, and improve overall customer service.

Please note that the timeline feature only displays information about previous interactions with the customer, not the current one. If you require assistance with the current contact, please refer to the relevant sections of the platform or consult with your supervisor or team leader for guidance.

Tip

Combining with the CRM Service will also use the Phone and Email endpoints of a selected contact.

Cases

Note

Please note that the availability of cases and case-related information may vary depending on your organization's CRM Service and configuration, see: CRM Service for Anywhere365

If there are any cases associated with the customer, you can view them by clicking on the Cases tab. This will load all the relevant CRM service cases for the selected contact.

If a URL is available for a particular case, you can click on it to open a new tab that will load your back-office application. This will allow you to view additional details and information about the case, such as notes, comments, and updates.

Classification

Note

Please note that the Classifications may vary depending on your organization's Call Property Service configuration (see: Install Call Property Service) and if Call Classifications has been configured.

To access the Classification tab, click on the Classification tab during an active call, it will also be automatically opened as a pop-up when Finishing a conversation. Here, you can select a predefined classification from the drop-down menu. Once you've selected the appropriate classification, click on the "Submit" button to send the data to the database. This will allow you to generate Dialogue Intelligence reports based on the selected classification.

Agenda

The agenda can be opened with the . After signing in you can see your current agenda of today.

Icon Action Description

Day

See the Agenda items in a per day view.

Month

See the Agenda items in a per month view. From here you can select the day you want to see.

List

See the Agenda items in list view.

Previous

Go to the previous day or month.

Next

Go to the next day or month.

Today

Return to today.

Open contacts Agenda

Note

The WebAgent user needs to have "Can view when I'm busy" permissions on the contacts agenda.

  1. Search for a contact in the contact panel.

  2. Click on the contact and select the more options button.

  3. This will open a menu, in here you can select "See Agenda".

  4. This will open the agenda pane with the agenda information of the contact.

Call History

Note

Universal Timeline Service is required.

The Call History shows information about previous audio conversations of the Agent. You can open it by clicking on the icon. Based on the historic information of the UCC (CDR Database) the previous audio conversations are shown.

  • All = All audio conversations where the Agent was the Initial Agent or the Initial Transferee.

  • Incoming = All incoming audio conversations where the Agent was the Initial Agent or Initial Transferee.

    Note

    This only includes conversation where the Agent accepted the conversations. Hunts are not included.

  • Outgoing = All outbound audio conversations (Outbound intercepted, Initiated via the Dialpad, or Click to Dial) where the Agent was the Initial Agent.

  • Missed = All direct inbound audio conversations (Inbound intercepted) missed by the Agent.

    Note

    This does not include hunts of regular incoming UCC conversations.

From top to bottom:

Icon Action Description

Incoming

Shows the calls that are currently in the Queue

Contacts

Providing search capabilities to find contacts and initiate chats / calls to them

Call history

Overview of historical calls with ability to call back contacts, or remove them from the list.

Note

Only visible in combination with Universal Timeline Service

Search Text

When connected to the Dialogue Manager, you can search preview text based conversations.

Note

Only visible in combination with Dialogue Manager

Dialpad

This opens the dial pad. From here you can enter a phone number to initiate an outbound call.

Note

Only visible when the Agent is configured for DCI and formally signed in.

New Email

This opens the new email menu. From here you can enter the information to initiate an new email session.

Note

Only visible in combination with Dialogue Manager and Email Dialogue Provider

Settings

Note

All settings are stored in your browser's cache. Clearing your cache, changing browsers, or clients will reset the configuration.

Accessing Settings:

To configure your WebAgent settings, click on the MePerson menu located on the top right corner of your screen. From there, select "Settings" to access the various options available.

General Settings:

Under the General settings, you can customize the following options:

  • Change theme: You can set the color theme of the WebAgent. Choose between Dark theme, Light theme, and Teams theme.

  • Notification time: You can select how long a notification should be displayed. Choose between 5 Seconds, 10 Seconds, 30 Seconds, or No Timer.

  • First open dialogue tab: You can configure which tab should be open by default for a new conversation. Choose between Cases, Classification, Contact information, Conversation, and Timeline. If the selected Tab isn't available, it will fallback to Conversation.

  • Enable shortcuts: You can toggle if shortcuts should be enabled. By default, they are enabled.

Audio Settings:

Under the Audio settings, you can customize the following options:

Note

These only apply to text channels like Email, WhatsApp, SMS, and Chat.

  • Incoming text conversation: When enabled, an audio file will play when a text conversation is offered to the Agent. Choose between None, Ringtone 1, and Ringtone 2. This way, an agent can hear a text session being offered even when the WebAgent isn't on the screen.

  • Incoming text message: When enabled, an audio file will play when a new text message is added to the text conversation. Choose between None, Alert 1, and Alert 2. This way, an agent can hear a new text message has been received even when the WebAgent isn't on the screen.

Warning

In Chrome, playing audio will not be possible until the user performs an interaction on the page. This interaction can be a click or anything else that's triggered by the user. Until such an interaction has taken place, audio.play() will cause Chrome to throw

Uncaught (in promise) DOMException: play() failed because the user didn't interact with the document first.