WebAgent for Dynamics365 User Guide

Note Web Agent including audio- and call handling is only supported in Microsoft Edge if you have a Skype-for-Business back-end.

When utilizing WebRTC clients (in combination with Teams Voice Channel), only Google Chrome is supporting audio- and call handling.

If Web Agent is used for Anywhere365 WebRTC channel only, the following browsers are supported: Microsoft Edge, Google Chrome, Mozilla Firefox and Apple Safari.

Introduction

This user guide explains on how to use the WebAgent in Dynamics365.

 

Launch the application

  1. In Dynamics365 click on the dropdown and choose MyApps

  2. Select the App where the Anywhere365 WebAgent is configured, Learn More

  3. The Anywhere365 WebAgent is now available on the right side of the screen.

 

Sign in

Login WebAgent

  1. Open your WebAgent.

  2. Log in with your Anywhere365 enabled account (Sign-in address + Password).

  3. If a username is required it will be prompted after you have clicked “Sign in”.

  4. 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 both be directly or via the UCC. When an incoming call pops-up, you will see who is calling and you are able to pick-up or ignore the call directly. You can also see were the call is coming from.

 

Call Buttons

In the Call controls there a four buttons available. The following describes what functionality they have.

Icon

Action

Description

Accept

With the Accept button you can accept an incoming dialogue.

Hold / Resume

Click to put the call on hold. Click again to resume the call.

Disconnect

With the Disconnect button you can disconnect a current dialogue or reject an incoming dialogue.

Transfer

With Transfer, you can transfer a Call to another person. The workflow can be found in the section "Transfer".

Mute / Unmute

Click to mute your microphone. Click again to unmute.

Add Participants

Add more participants to the current conversations.

 

Incoming call via the UCC example

Let's say someone calls the main number of your company and that this main number is connected the an UCC. Your company uses 1 Skill and 2 Agents who are using the Reception Attendant. The caller will automatically be forwarded to an Agent with that particular Skill. So in this case, you or your colleague. While the call is in the queue, the UCC will look for an available Agent. If you are Available, the call will be forwarded to you and the Reception Attendant will ring, so you can answer the call.

If your colleague is hunted for the call, but he or she is not answering, the call will stay in the queue. You can pick it up from there or wait until the UCC decides to hunt another Agent (in this case, that would be you, if you are Available of course).


Putting calls on hold

There are various reasons to put a caller on hold, when you need to have consultation with a colleague (whether or not you transfer the caller) or when another call is incoming.

To put the current caller on hold, press the Yellow “pause” button or take a call from the Queue.

When a call is on hold, the icon will change to . From there it is possible to transfer, take back or quit the call.

 

CRM Button bar

At the bottom of the Anywhere365 – WebAgent there is a button bar that provide easy access to common places inside CRMCRM stands for Customer Relationship Management and is a method/technology for managing contacts of customers. CRM helps to offer each customer an individual value proposition based on its wishes. In addition, CRM makes it visible which customers represent higher value for the organization and therefore might be served in a different way. client. After an incoming conversation is accepted, these buttons will be enabled based on your current context.

 

Icon

Action

Description

Link Contact

if multiple contacts are found and one of the contacts is selected by the Agent, the link button can be clicked to match the selected contact with the current conversation.

Unlink Contact

if a contact is selected, but this is not the correct contact, the Agent can click the unlink button. This gives the Agent the ability to link another contact to the current conversation (by searching CRM).

Open Contact Details

Will open the Contact Card, this button is enabled if there is a single match on the phone number of the caller and you are currently not viewing the Contact Card.

Create Contact

Will create a new Contact, this button is enabled if there are no matches on the phone number of the caller.

Open Call Details

Will open the Call Activity, this button is enabled if there was a single match on the phone number of the caller, which triggered the generation of the Call Activity.

Link Case

Will link an existing CRM Case to the Call Activity of the current call, this button is enabled if you are viewing an exiting Case.

Open Contact’s Cases

Will open the Case overview of the Contact, this button is enabled if there is a single match on the phone number of the caller and you are currently not viewing the Cases of the Contact.

Create Case

Will create a new Case, this button is enabled if there is a single match on the phone number of the caller and you are currently viewing the Contact Card or Contact’s Cases overview.

Toggle Size

Will make the Anywhere365 WebAgent larger / smaller.

Settings

Will open the CRM settings for the Anywhere365 WebAgent.

 

Transferring Calls

Direct Transfer

To directly transfer a call, click the transfer button and click on the contact you want to transfer to. You can now select the endpoint you want to transfer to:

You can apply this for any contact you see on the screen. For example it can be a contact you just looked up via the search function.

Icon

Action

Description

Transfer to Skype

Transfer the conversation to the Skype client of the contact.

Only usable contact has a Skype uri.

Transfer to Mobile

Transfer the conversation to the mobile number of the contact.

Only usable contact has a mobile number

Transfer to Work number

Transfer the conversation to the work number of the contact.

Only usable contact has a work number.

Transfer to Home number

Transfer the conversation to the home number of the contact.

Only visible and usable contact has a home number.

Transfer to Voicemail

Transfer the conversation to the voicemail of the contact.

Only visible and usable contact has a voicemail.

 

Group Calls

Tip You can use the Group Call to perform a consultative transfer.

  1. Have an active call

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

  3. You now have a group call

 

Outgoing Calls

Contact

An Outgoing Call can be started from any contact card:

When you use the search, frequent contact or the previous contacts function to look up a contact, you will see the contacts.

 

When you click on a contact card a grey area slides from on top the contact card. With this buttons you are able to start a chat, give this person a call, call mobile or send an email. More options become available when you press the 3 dots on the right side of the bar. Now you can take a look at the full contact card, see the agenda or add to group.

Dial pad

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.

 

Call History Tab

Dialing a contact directly from the calls history is also possible. Open the conversation and click on the call icon.

 

Calls in Queue

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.

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

 

Chat Functions

With the chat window you have more possibilities for communicating with your customer. During a call or when standing by you can easily set-up a chat with a customer or colleague. From there you are able to give them a call, setup a video chat or chosen from the other ways to communicate.

 

Chat Window

  1. Chatter name

  2. Call Contact

  3. Invite more participants

  4. More options

  5. View the Contact Card

  6. View the Agenda

  7. Remove chat session

  8. Text area

 

Group Chat

  1. Have an active chat

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

  3. You now have a group chat

 

Contact Information

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.

Timeline

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.

Classification

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.

From top to bottom:

Icon

Action

Description

Dashboard

Welcome page that shows the current active session (if there is one available)

Contacts

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

Incoming

Shows the calls that are currently in the Queue

Call history

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

 

Bottom bar

From left to right:

  • Speaker: gives you the ability to select the speaker that should be used to play audio
  • Microphone: gives you the ability to select the microphone that should be used to generate audio
  • Camera: gives you the ability to select the camera that should be used for video conferencing