Extension Window for Microsoft Teams User Guide

Note When using the WebAgent make sure your browser is compatible with your user platform, Learn More

Introduction

This user guide explains on how to use the (Web) Extension Window for Microsoft Teams.

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

Open a web browser page to the following URL:
https://webagent.anywhere365.io/
The WebAgent sign in page will appear:

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

Note: If you are using an Office365 authentication methdo, make sure your browser is not set to block pop-ups.
If a username is required it will be prompted after you have clicked “Sign in”.
After logging in, you will be ready to start using the Anywhere365 WebAgent.

Login UCC

Note: Only needed when you are a Formal Agent A Formal Agent is able to sign in and sign out of the UCC. This can be achieved when the Agent sends a start or stop command to the Skype for Business client of the UCC. in a UCC A Unified Contact Center, or UCC, is a queue of interactions (voice, email, IM, etc.) that are handled by Agents. Each UCC has its own settings, IVR menus and Agents. Agents can belong to one or several UCCs and can have multiple skills (competencies). An UCC can be visualized as a contact center “micro service”. Customers can utilize one UCC (e.g. a global helpdesk), a few UCC’s (e.g. for each department or regional office) or hundreds of UCC’s (e.g. for each bed at a hospital). They are interconnected and can all be managed from one central location..

Click open your account in the top right
Select Manage Profile
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.

Change Presence / Reason Code

Note: Using the Teams platform you can only set your reason codes. Presence changes are done via Teams client.

Click open your account in the top right
Select the presence / reason code you want to use

Queue

Overview

In the queue tab of the overview you can see which callers are in the queue. You will see the name, number or email address and time in the queue.

Queue Settings

From the Queue Settings, you have the option to configure the view. The settings can be opened by clicking on the icon.

Here you have the following actions

Grouping Options = Change the grouping of the queue to one of the following attributes:
- Agent = Group by Agent assigned to this conversation. If no Agent is assigned, shows "Not assigned".
- Channel = Group by Channel, for example Phone.
- Receiver = Group by Receiver of the conversation.
- Skill = Group by current assigned Skill of the conversation.
- Status (default) = Group by state of the conversation:
  - Waiting = The conversation is waiting in the queue.
  - Connected = The conversation is connected to an agent.
  - Archived = The conversation is completed and archived.
- UCC = Group by UCC of the conversation.
Sorting Options = Sort the queue by on of the following attributes:
- 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.

Contact Information

Note: CRM Customer Relationship Management, or CRM, is (usually) a software-based, data management method to deal with interactions with customers and potential customers. Service required, Learn More

The contact information show additional information about the contact. You can open the contact information by clicking on the icon. In here you can easily start a new session, for example call the contact. If available information about in the backoffice system. This will also be shown.

Previous Contacts

Note: Universal Timeline Service required, Learn More

The contact information panel also show the previous contacts of the customer. This information is received from the Timeline sessions and shows all contacts, sorted in an alphabetic list.

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

Timeline

Note: Universal Timeline Service required, Learn More

The timeline shows information about previous contact moments with the customer. You can open it by clicking on the icon. Based on the customer contact information all contact moments are loaded. In the top bar you can scroll to the dialogues and by clicking on the dialogue the timeline details are shown. These details contain information about which skill was chosen, which agent accepted, if the dialogue was transferred and more.

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

Cases

Note: CRM Service required, Learn More

If there are cases available for the customer, they can be shown by clicking on the icon. Based on the CRM Service cases of the selected contact are loaded. If a URL is available, clicking on the case will open a new tab that will load your back office application.

Classification

Note: Call Property Service required, Learn More

During a dialogue you can select a predefined Classification from the configuration page. Classification tab can be opened by clicking on the icon. After selecting the correct one you can press submit. This will send the data to database, which can be loaded in the Dialogue Intelligence reports.

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.

Search for a contact in the contact panel.
Click on the contact and select the more options button.
This will open a menu, in here you can select "See Agenda".
This will open the agenda pane with the agenda information of the contact.