WebAgent for SAP C4C 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 WebAgent in SAP C4C.
Launch the application
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In SAP C4C click on the phone icon in the top right.
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Click the button to launch the Anywhere365 WebAgent.
Sign in
Login WebAgent
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Open your WebAgent.
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Log in with your Anywhere365 enabled account (Sign-in address + Password).
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If a username is required it will be prompted after you have clicked “Sign in”.
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After logging in, you will be ready to start using the Anywhere365 WebAgent.
Login UCC
Note: Only needed when you are a Formal AgentA 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.
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Click open your account in the top right
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Select Manage Profile
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Toggle the state to sign in
Icon |
Action |
Description |
---|---|---|
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Sign Out |
User is currently active, click to sign out. |
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Sign In |
User is currently inactive, click to sign in. |
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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.
Using WebRTC (in combination with Teams Voice Channel)
Using Skype Web SDK
Call Buttons
Note: Using the Teams platform, you can use the Teams client controls or use Remote Call Controls, Learn More
In the Call controls the following buttons are available. The following describes what functionality they have.
Icon |
Action |
Description |
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Accept |
With the Accept button you can accept an incoming dialogue. Note: Using the Teams platform, you can use the Teams client to accept. |
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Hold / Resume |
Click to put the call on hold. Click again to resume the call. |
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Disconnect |
With the Disconnect button you can disconnect a current dialogue or reject an incoming dialogue. |
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Transfer |
With Transfer, you can transfer a Call to another person. The workflow can be found in the section "Transfer". |
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Mute / Unmute |
Click to mute your microphone. Click again to unmute. |
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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 CRM client. After an incoming conversation is accepted, these buttons will be enabled based on your current context.
Icon |
Action |
Description |
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|
Settings |
Will open the CRM settings for the Anywhere365 WebAgent. |
CRM Settings
Setting |
Description |
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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. |
Transferring Calls
Note: Using the Teams platform, you can use the Teams client controls or use Remote Call Controls, Learn More
Direct Transfer
A direct transfer is also know as a blind transfer. In this scenario you transfer the conversation directly to another contact. If successful the conversation will be transferred, if unsuccessful the conversation will remain at the agent.
Initiate via buttons
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Have an active call
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Click on the
icon and search for a contact to consult
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The conversation will now be offered to the contact:
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If contact accepts, the conversation is transferred
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If contact refused, the conversation remains at the agent
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Delight transfer
A delight transfer is consulting with the transferee while the customer is part of the consult. This will make sure the right information is handed over.
Initiate via Drag and Drop
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Have an active call
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Search for a contact in the contact pane
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Drag and drop the contact on the "Release to consult box"
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You are now in a delight transfer
Initiate via Buttons
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Have an active call
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Click on the
icon and search for a contact to consult
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You are now in a delight transfer
During a delight transfer
During the delight transfer you have the following controls:
Icon |
Action |
Description |
---|---|---|
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Hold / Resume |
Click to put the call on hold. This will mute your microphone and speakers. Click again to resume the call. |
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Mute / Unmute |
Click to mute your microphone. Click again to un-mute. |
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Mute / Unmute Consult |
Click to mute the microphone of the consulted party. Click again to un-mute. |
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Disconnect Consult |
With the Disconnect button you can disconnect the consulted party. |
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Transfer |
Hand over the consulted party and leave. |
Group Calls
Tip You can use the Group Call to perform a conference transfer.
A group call is when multiple participants are in the same conversation.
Initiate via Drag and Drop
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Have an active call
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Search for a contact in the contact pane
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Drag and drop the contact on the "Release to add participant"
Initiate via Buttons
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Have an active call
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Click on the
icon and search for a contact to invite
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You now have a group call
Outgoing Calls
Contact
Note: To use this in combination with the Teams platform, you need to configure the DCI. Learn More
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
Note: To use this in combination with the Teams platform, you need to configure the DCI. Learn More
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.
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.
Naturally you can select which call you want to take from the queue.
Icon |
Action |
Description |
---|---|---|
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Take |
Take the session from the waiting queue. The conversation will now be offered to the Agent. |
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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. |
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
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Grouping Options = Change the grouping of the queue to one of the following attributes:
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Agent = Group by Agent assigned to this conversation. If no Agent is assigned, shows "Not assigned".
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Channel = Group by Channel, for example Email, WhatsApp, etc.
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Receiver = Group by Receiver of the conversation.
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Skill = Group by current assigned Skill of the conversation.
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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.
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UCC = Group by UCC of the conversation.
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Sorting Options = Sort the queue by on of the following attributes:
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Agent = Sort by alphabetic order of the assigned Agent uri.
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Duration (default) = Sort descending by duration.
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ReceivedDataTime = Sort ascending by datetime the conversation was received.
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Skill = Sort by alphabetic order of the assigned Skill name.
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Email View = Change the view of Email items:
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Compact = A compact view of the results, with the following attributes:
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Type = The type of the conversation.
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Sender = The URI of the sender.
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Skill= The Skill where the conversation is connect to.
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State = Show the current 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.
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Duration = Show the duration of the conversation. Time between condensation created and now.
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Extended = Compact view extended with the following attributes:
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Subject = The subject (header) field of the conversation.
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Reference ID = Reference ID is an unique ID created per Text conversation.
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Received date and time = The datetime the conversation was received.
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Chat Functions
Note: Using WebRTC (in combination with Teams Voice Channel) you can use the Teams client controls.
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
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Chatter name
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Call Contact
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Invite more participants
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More options
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View the Contact Card
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View the Agenda
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Remove chat session
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Text area
Group Chat
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Have an active chat
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Click on the
icon and search for a contact to invite
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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.
Cases
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
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. |
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Month |
See the Agenda items in a per month view. From here you can select the day you want to see. |
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List |
See the Agenda items in list view. |
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Previous |
Go to the previous day or month. |
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Next |
Go to the next day or month. |
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Today |
Return to today. |
Open contacts Agenda
Note The WebAgent user needs to have "Can view all details" permissions on the contacts agenda.
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Search for a contact in the contact panel.
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Click on the contact and select the more options button.
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This will open a menu, in here you can select "See Agenda".
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This will open the agenda pane with the agenda information of the contact.
Side bar
From top to bottom:
Icon |
Action |
Description |
---|---|---|
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Contacts |
Providing search capabilities to find contacts and initiate chats / calls to them |
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Incoming |
Shows the calls that are currently in the Queue |
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Call history |
Overview of historical calls with ability to call back contacts, or remove them from the list. |
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Search Text |
When connected to the Dialogue Manager, you can search preview text based conversations. |
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
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