WebAgent for SAP C4C User Guide

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 WebAttendant.

 

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.

Using Skype Web SDK

Using WebRTC (in combination with Teams Voice Channel)

 

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 client. After an incoming conversation is accepted, these buttons will be enabled based on your current context.

 

Icon	Action	Description
	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.
	Create Incident	Will create a new Incident.
	Create Problem	Will create a new Problem.
	Create Change Request	Will create a new Change Request.
	Toggle Size	Will make the Anywhere365 WebAgent larger / smaller.
	Settings	Will open the 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. 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

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:

 

Dial pad

 

Call History Tab

 

Calls in Queue

 

Chat Functions

 

Chat Window

 

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

Timeline

Cases

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.

 

Side bar

From top to bottom:

Icon	Action	Description
	Contacts (Skype WebSDK)	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.
	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

 

---

Did you find this page helpful?

Yes No