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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, Learn More

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

  2. 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.

  3. 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). A 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..

  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.

If you are the last agent in a skill, you will get a feedback based on the UCC setting "FeedbackAgentsLeftInSkill", Learn More

Confirmation

Warning

Error

 

 

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 the Microsoft Teams client

 

Call Buttons

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

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

Icon

Action

Description

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 or a Skill . 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

Note: DC2021.01 or lower: During the hold all participants are muted and music on hold will not be played.

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 .

 

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

Warning: A contact's phone number must be in E.164 The E.164 phone number format is an international (ITU) standard for dialing and storing telephone numbers. Loosely formulated, only "+ ", digits and spaces are allowed For example: +44 33221100 format or needs to be able to be converted to E.164 via the phone parser, Learn More

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

Note: Contacts are searched via Microsoft Graph in the Azure Active Directory, filtered on Organizational Users.

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

  1. Have an active call

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

    Note: Optional you can select the specific endpoint, for example mobile.

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

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

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

 

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

  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: Optional you can select the specific endpoint, for example 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: Optional you can select the specific endpoint, for example 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 the delight transfer you have the following controls:

Icon

Action

Description

Disconnect Consult

With the Disconnect button you can disconnect the consulted party.

Hold / Resume

Click to put the call on hold. This will mute your microphone and speakers. Click again to resume the call.

Mute / Unmute

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

Add participant

Add more participants to the current conversations.

Disconnect Consult

With the Disconnect button you can disconnect the consulted party.

Transfer

Hand over the consulted party and leave.

 

Consultative transfer

A consultative transfer is consulting with the transferee while the customer is on hold.

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: Optional you can select the specific endpoint, for example mobile.

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

    1. If the contact accepts, you are now in a consultative 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: Optional you can select the specific endpoint, for example mobile.

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

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

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

 

During a consultative transfer

During the delight 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

A Skill Transfer enables you to put the conversation into another Skill queue or sent it to a Forward Skill.

 

Initiate via Buttons

  1. Have an active call

  2. Click on the icon, click on the "Skill Transfer" tab, and search for skill

  3. After selecting the conversation is disconnected and transferred to the skill.

 

Outgoing Calls

Note: To perform an outbound call, you need to configure the DCI. Learn More

Selecting outbound phone number

An outbound call will be done based on the main endpoint of the selected UCC. You can switch numbers by selecting another UCC in the MePerson (Menu can be opened by clicking on your profile top right).

 

Contact

Warning: Emergency numbers (For example 112 or 911) cannot be called via the WebAgent. Please use your own mobile device.
Warning: A contact's phone number must be in E.164 format or needs to be able to be converted to E.164 via the phone parser, Learn More

Note: Contacts are searched via Microsoft Graph in the Azure Active Directory, filtered on Organizational Users.

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 gray 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

Warning: A contact's phone number must be in E.164 format or needs to be able to be converted to E.164 via the phone parser, Learn More

Note: Contacts are searched via Microsoft Graph in the Azure Active Directory, filtered on Organizational Users.

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

Note: Only audio conversations handled in Anywhere365 will be displayed here.

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

 

Outgoing Email

Note: Introduced in DC2021.03
Note: To perform an outbound email, you need to configure an Email Dialogue Provider. Learn More

Selecting outbound email address

An outbound email will be done based on the first configured Email Dialogue Provider of the selected UCC. You can switch mailboxes by selecting another UCC in the MePerson (Menu can be opened by clicking on your profile top right).

 

Initiate via Contact

Note: Contacts are searched via Microsoft Graph in the Azure Active Directory, filtered on Organizational Users.

An Outgoing email 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. From here you can select the Email icon. This will open the new email screen.

Initiate via New Email button

Besides the possibility of mailing someone using the contact cards, you are also able to initiate an email. To open a new email, simply press the new email button on the upper left side of the screen, this will open the new email screen.

Sending an Outbound Email

Note: Introduced in DC2022.04

Note: Contacts are searched via Microsoft Graph in the Azure Active Directory, filtered on Organizational Users.

After selecting a new email via the contact or via the New Email button, a window will appear. In here you enter the Receiver and Subject. After completing the email, you can send it with the "Send" button.

 

Wrap-up Time

Description

Agents with the WebAgent can see and manage their Wrap-up time / Discharge Duration.

Requirements

  • DischargeDuration (on UCC settings) must be 1 or higher.

Behavior

Extend Wrap-up

(during Wrap-up) click the "+" to extend with 10 seconds

Stop Wrap-up

(during Wrap-up) click the cancel button to stop Wrap-up

 

Contacts

On the right 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 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: Universal Timeline Service required, Learn More

This group will automatically be generated based on data received from the Universal Timeline Service. The Universal Timeline Service will generate a list of your top transferees, using the Call Detail Database.

 

 

Groups

With the WebAgent it is possible to create groups in your contact list.

To do so:

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

  2. Open more options

  3. Select Add to new group

  4. Select the group you want to add to

 

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

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.

 

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 Email, WhatsApp, etc.

    • 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.

  • Email View = Change the view of Email 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.

      • 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.

      • 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: CRM Service required, Learn More

The contact information show additional information about the contact. If available information about in the backoffice system, this will be shown. If the contact cannot be found, you can use the "Contact Search" to find the contact.

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

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.

  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 required, Learn More

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.

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