1 System login
Enter the URL in the address bar of the browser you are using.
The user account is the work number + @client name, and the password is preset in advance by client. Enter the correct account and password, check [Human-computer identity verification], and select [Login] after verification, and you can successfully enter the system.
Users can select [Remember Password], and the browser will remember the account password this time, making it easier to log in next time.
When the user enters the system, select the drop-down option [Login Out] on the left. After confirming, you will log out from the system and the page will return to the user login page.
2 Interface introduction
The WCC seat interface window consists of 3 main areas, namely: ① left menu bar, ② upper status bar, and ③ middle work area
2.1 Menu Bar
There are no assigned roles and no agent team leader for the agent only available for viewing on the personal statistics page.
A seat with the authority of a seat leader can log in to the seat in the group leader you serve.
View the statistical report of the seats in the group leader
View real-time monitoring pages for all seats
2.2 My Files
Used for daily dashboards and contact customers.
2.2.1 Dashboard
The dashboard is divided into a seat data page and a personal information page.
Agent data:
It mainly includes data overview of calls and work orders, customer appointments, work order appointments, TODO, current tasks and seat rankings.
Overview:
It can intuitively display the call queues, number of job orders and incoming calls of the current seat
Call queue: The number of people waiting in real time for the seat group to which the seat belongs.
Test number: Displays the number of work orders that have no processing results selected. Once the work order is selected, it means that the work order has been completed and will not be displayed.
Number of call incoming calls: Total number of real-time incoming calls for the seat group to which the seat belongs
Customer appointment: Show all appointment customers in the seat
①②③Three shortcut buttons are convenient for the seat to edit and modify the information of the appointment customer
① Reassign this customer to a new seat (only when the seat is the head of the seat)
② Modify the date of this reservation
③View customer details and enter the customer’s screen
Work order reservation: Displays the booked work order.
When the reservation time is about to arrive, the system will automatically appear. If the customer page is closed, the page will automatically pop up when the reservation time is about to arrive. The prompt time range can be set in the [System Preferences] appointment reminder time.
TODO: Publish the matters set by the superior user (client) that need to be handled by the agent; or the to-do items added by the agent himself click ➕.
Click the arrow on the right to edit and modify the agent to-do title and the agent to-do.
【Edit】page (as shown below)
①Task Title: To-do Item Title of the Agent.
②Task Description: A description that requires special attention or explanation when the agent is to be handled.
③Appointment time: This to-do reservation time will be displayed on the dashboard page of the seat.
The agent can change the status of the to-do item
If the agent is marked as completed by the agent, the status of the agent to do page will also be changed.
(The above picture is a client/sitor with the agent role permission, the page displays the status)
Task: Displays the names of all tasks performed on the current agent on the day, the number of connections and the number of successful submissions.
Only calls bound to a task when an agent makes a call in a task or calls in incoming calls will be displayed in the task name.
Ranking list: Ranking of the successful submission of the seat in the seat group of the current seat.
personal information:
Including avatar and seat introduction (as shown below)
Avatar: Click the avatar position in the upper left corner to enter the setting avatar interface
Select a JPG photo from the computer or drag the JPG photo to the upload position (the size is within 1mb), and then click Set avatar;
You can also click on the webcam, open the camera and click take a photo, click to set the avatar, and the avatar is set.
Agent profile: Including surname/name/current work number/Web login password (login agent system password)/Confirm Web login password
Subject: Fill in the last name of the seat
Name: Fill in the seat name
Current Work Number: The current page’s work number is unique, the text box is grayed out and cannot be modified
Web login password: When an agent needs to log in through the web page, he or she needs to use this password. The agent can also modify and set the password by himself.
Confirm the web login password: Enter the password again to ensure that it is consistent with [Web login password]
Contact Customer
On the Contact Customer page, there are usually three selection categories as shown in the picture
①–If there are multiple customer packages in this client, ① can select one customer package
②—After selecting the customer package, the task under this customer package is displayed in ②
③—After selecting the task, the call result bound to this task is displayed in ③
Call Results:
It is the call result selected by the agent calling customer contact record and is used to classify call results.
It is convenient for the agent to find customers through call results.
Task Customer Pool:
Displays all customer data in the selected task of the agent, where the agent can process the customer data.
Select [Grab] or [Change a batch] to allocate the customer data on the current page to your own customers.
My Client:
By selecting the task in the upper left corner, check the customers you grab in the [Task Customer Pool] and the additional customers you add.
【Customer’s Attribution】
At this time, all customer information in [My Customers ➕] belongs to the current seat.
If Customer C is in the A list, and Agent B calls Customer C and submits it successfully, Customer C still belongs to Agent A, and the same applies to forwarding.
If the superior user assigns customer C to a new project, and seat A does not participate in the new project, then customer C will be reassigned to other seat B, and the information of customer C will not appear in the customer list of seat A. Then, the seat A will be re-added to the new project, and customer C will still belong to the seat B.
【Customer ownership changes include two types】
a. The client has never assigned a status to a task
b. The client is assigned from task A to task B
You can add additional customers by clicking [My Customers ➕]
The agent edits, records and makes appointments for new customer information
[Customer Information] in [Customer Information] will be displayed in the pop-up label of the customer;
The customer’s contact information must be filled in [Phone Number]. The agent and the agent team leader can set a blacklist for banning call and adding to the blacklist in the drop-down list of [Phone Number], and will be reviewed by the client level or authorized agent team leader.
Items with the “✳” number are required.
The agent can click [Call] under the [My Customer] operation column to make a call
At this time, a pop-up tag pops up on the page: the agent can view and modify the customer’s detailed information, save the contact information of this time, view the current customer’s historical contact records, and make an appointment with the customer.
[Popular screen tag display rules] Unknown @ project name,
① Default is to add new customers
② Take the value corresponding to the customer’s first name field
③ If there is no 2, take the value corresponding to the phone number in the second field of the customer
If the customer is not satisfied with the pop-up screen ①②③④, the unknown @ project name will be displayed.
The agent can view and modify the detailed information of the customer; save the contact information of this time and view the historical contact records of the current customer; make an appointment with the customer to establish the customer’s work order information.
Customer-related records: including notes, text messages, work orders, contact information, and historical contact records.
Note: The seats can be noted here for customers. Notes are divided into [normal], [top] and [pop-up warning] (as shown in the figure below)
【Ordinary】Ordinary Notes
【Pin】Pin the top displays this note
[Popt-screen warning] Setting up a pop-screen warning, which requires the audit of the superior user or the agent with audit permission to succeed before it can take effect.
SMS: Display the detailed content of the text message sent to the customer (as shown below)
Work order: Check the work orders established by the current customer (as shown below)
The basic process for establishing work orders for seats:
① The functional area of the work order information will pop up after the seat saves the customer information.
② The seat can be on the work order information page
Fill in the work order title->Select the work order category->Select the work order status->Select the work order results->Fill in the work order description->Save the work order
Click the work order after saving -> Edit to view
③When viewing a work order, you can click [Appointment Time] to make an appointment for the work order.
There are quick appointment times (30 minutes, 1 day, 1 week) for work order reservations, and the seats can also customize the appointment times for work orders.
④After saving the appointment, the work order appointment will be displayed in the dashboard, as shown in the figure
⑤In the work order related record function area of the customer’s pop-up screen, you can view the work order modification records.
During the reservation time, you can delete the work order reservation, which will not be displayed on the dashboard page.
The seat can also comment on the work order, and all seat comments will be displayed in the work order comments.
Order: The agent can add an order to the customer on the order page
Add an order:
①Add product name, select product type, and select order
②Fill in the delivery order number, express order number, contact person, telephone number, address and other information to improve order information
Contact information: It is equivalent to a contact address book, and you can add customer’s relative information (as shown in the figure below)
Historical contact record: mainly includes sales funnel, call results, and notes. If the customer has been communicated before, the contact record saved by the customer will be displayed (as shown below)
The contact history is displayed by default and can be modified by an administrator with task management permissions.
When pre-dial/double call is connected, a contact record will be automatically generated. The remaining calls need to be saved manually by the agent and generated a new contact record.
Recordings in the contact record can be played by clicking
When the agent is saving the contact record, if the pop-up page is not closed, a work ticket is saved, and the work ticket will be displayed in the submission.
Sales funnel: Used to mark the agent to record the customer’s call status. The sales funnel page is as shown in the figure below. There are three default sales funnels: Success/Failure/Tracking
Call Results: It is the call result selected by the agent to call the customer contact record and is used for the classification of call results.
Setting up the call result process
Add a new call result page at the client level, and bind a sales funnel to select the call status of a call result. It is usually divided into three categories, no/answer/unanswer.
The call result will be displayed only when the reply is in the reply state.
Customer appointment: There are two ways to make a quick appointment and a designated time reservation
Quick appointments can be made by clicking on the yellow quick appointment time, and the reservation time will be automatically updated and saved according to the selected quick appointment time.
When the appointment has not arrived, the seat needs to modify the time, and the modification time is to re-book, not the time accumulation.
Make an appointment at a specified time by selecting the text of the reservation time, pulling down the specific time, and then selecting the specified date and time according to your needs, click [Apply], and then selecting [Update Appointment Time] to save it successfully.
Work order information:
Appointment time: Set a completion time for unprocessed work orders.
Ticket Title: Name the created ticket
Ticket Category: Select a Ticket Category
Ticket Status: Select a Ticket Status
Ticket Results: Select a Ticket Results
Work order description: A detailed description of the established work order
The agent can click [View] under the [My Customer ➕] operation column to view the customer’s detailed information.
Query: The questionnaire is a questionnaire survey of customers based on the content of the questionnaire. The questionnaire needs to be set up in task management—talk.
Pending: The customer data in the list is customer data that has not been saved in the contact record.
To follow/success/failure: When selecting a customer package, the customer data corresponding to the corresponding customer package selected will be displayed.
Customer tag: Created by superior users, the seats can be quickly filtered by clicking on the tags.
Recent Contact: It is the customer record information that the agent contacted in the past month, including the customer name, call start time, call end time, call duration, reason for hang up, task and other information.
My appointment: Including today’s appointments and all appointments, the default is to display today’s appointments, and display customer record information for the appointments on the same day.
Released to the High Seas: The seat can release the customer you selected into the task customer pool in [My Customers ➕]
Automatic dial: The agent can automatically dial the customers on the list.
Number of dials: The seat can filter the customer number to be dialed based on the number of times the customer dials.
Last contact information: The agent can define the customer number to be called based on the time of the last contact of the customer.
Click OK to enter the automatic dialing performed according to this condition:
When the agent uses the automatic dialing mode, the following control keys can be used to control the automatic dialing:
Countdown: When the agent completes a call, the system will start countdown and the next number will be dialed after the countdown is over.
Delay: The agent can click the Delay button to get more time.
Pause: Pause automatic dialing.
Start: It is a pause of the opposite work, indicating that automatic dialing continues.
2.3 Status bar
2.3.1 Status:
The status displayed when the agent is logged in by default is [Preparation], which is the default idle state of the agent.
When the seat needs to leave, you can choose to pause. At this time, the status of the seat is displayed as [Pause]
When a queue call is in, the agent will be connected and hung up, if the incoming call is set in the task, the agent status will become the [after] state.
2.3.2 Call (webrtc):
The system comes with webrtc phone, and open webrtc button in the upper right corner
When registering, the registration information will pop up when the mouse is placed on the call button.
The agent uses the webrtc dial for dialing, and there are mute and sound adjustment buttons on the dial.
The header icon can switch pages and switch to call history page, and you can view the latest call history using webrtc.
You can also use webrtc’s own contact settings to add contact name
On the settings page, you can set up an automatic reply, that is, when a call is incoming to the seat, the webrtc used by the seat can directly connect to the call.
You can also set a hang-up busy tone. When the seat is on, and when the other party hangs up the call, a “dududu” sound will appear to prompt that the call is hung up.
When the agent enters the number and dials the call to the other party fails to connect, a ring will be displayed.
After the call is turned on, the call number, the hold, and the hangup key will be displayed.
Click to hold, the seat remains in the call state. The client will play a piece of music. Click to resume and will return to the call state.
During a call, if you enter the number in the illustration box and click Enter, or click the green call button, the call will be blindly transferred to the number entered in the illustration box.
2.3.3 Knowledge Base/Default Customer Pack:
On the agent login page and the function menu, you can also choose to click on the Quick Search area, Knowledge Base or Customer Package Customer Data.
When selecting a knowledge base, the agent can search for knowledge and support searching for file names and question names.
Click [View Knowledge Base Home Page] to enter the [Knowledge Base] home page
【Add knowledge】 (as shown below)
Question: Enter the content of the question you need to answer.
Keywords: Users can enter keywords to help agents search when using the knowledge base, and can add multiple inputs, enter key.
Classification to: Users can classify this knowledge base information into multiple knowledge bases.
Answer: The answer to this question.
Validity period: The creator can define the validity period of the knowledge base, and the knowledge will not be searched after the validity period.
Click [Submit] to review by the superior user. The agent can check the review status through [My Submit].
【Knowledge List】Show all contents of the current knowledge base
【My Submission】Show all content and review status of the agent submission
When selecting search for customer data, only the agents can use the full number to search.
2.3.4 Message Notification:
There will be some review content prompt notifications in the upper right corner of the seat, such as pop-up screen review, dnd review, and knowledge base review.
Click the chat button on the seat to enter the chat interface.
The default interface is the [User] interface.
Click to enter the chat page of the agent group. The agent group leader will have a bell icon in the upper right corner. Click this icon and the agent group leader can send push messages in the group.
There are two types of push messages:
Fixed message: This message will always scroll, and only the agent team leader selects to clear the push message, and the fixed message is cleared.
The fixed message setting will be displayed in the position shown in the figure, and only the seats in the group can be received.
Only the agent team leader can click [Clear] to clear this fixed message in the push message.
Temporary information: The agent team leader can also send [temporary message] The default duration of the message is 30 seconds and will be automatically closed after 30 seconds.
2.3.5 Seat group check-in:
Agent group: Displays all the seat groups where the seat user is located. You can check whether to [check-in] to one or more of the seat groups according to the current situation. [check-in] is in the seat login status, and the default display is displayed.
The following picture is an example: The seat [check-in] seat group.
Checkout: Indicates that the agent no longer receives calls from all agent groups checked out.
My Announcement: If a seat or client with the permission of [My Announcement] can issue an announcement to the seat. The announcement will be displayed in the bulletin board of the dashboard, and the seat can also be viewed from the pop-up window [My Announcement].
3 MicroSIP phone user manual
3.1 Login
Double-click MiroSIP, open the phone, click the drop-down button, select [Add Account], and fill in the relevant information (as shown below):
Sip server: Fill in the url URL + port number of the system login (this address is the same as the web login address, but if opensips and web are not on the same server, this address is the web login address)
Sip agent: Fill in the URL + port number of the system login
Username: Cabin number
Login name: Cabin number
Password: SIP extension registration password in the system
Click Save to display the phone online
3.2 Dial
Includes dialing box, buttons and function keys. After the phone logs in, the page will be displayed by default.
Dial box: Display dialing number, click the drop-down button on the right to view past dialing records
Keypad: Enter the customer number directly to make a call
R: Replay key, replay the last broadcast number; when dialing with the key, this key is displayed as [Back], and the numbers in the dial box can be deleted one by one.
➕: Represents international long-distance access code, and make calls on behalf of regions and regions
C: Delete all contents of the dial box
Video call key: After entering the number, it will automatically light up. Click to make a video call to the customer; after the call is connected, this key is displayed as a state, click to pause the call, the customer will listen to waiting music in the system, and the agent will keep the call with the customer
Call key: After entering the number, it will change from gray to green.
Call record: After entering the number, the display lights up. Click to view the current call information of the number and make notes on the call user; you can also make [Call] and [Video Call] on this page; [Last Call] inquiry on the last call details; [Close All] will delete all contents and re-dialize to open the page, and there will be no previous records.
Handset: Click the icon directly to control the closing and opening of the handset; the slide rail on the right is used to control the sound of the handset
Microphone: Click the icon directly to control the switch and turn on the earpiece; the slide rail on the right is used to control the microphone’s volume
DND: Do not disturb, you cannot call in the incoming phone at this time, but you can call out
AA: Automatic answering, automatically answering for incoming calls
3.3 Call Record
Display all calls and call status, double-click the left mouse button to quickly dial; right mouse button can re-call, video calls, information, add contacts, copy, delete, and export customers (as shown in the figure below)
Message: Call out the current customer’s call history
Add a contact: Edit the customer information to be added, click [Confirm] to save, and view the saved customer information in [Contact]
Copy: Copy the selected customer number
Delete: Delete selected call history
Export: Save all call records as files to the specified location
Search: Quickly find call history
3.4 Contact
The added contact list, double-click the left mouse button to quickly dial; the right button can call, video call, information, add, edit, copy, delete, import, and export contacts.
Message: Call out the current customer’s call history
Add: Re-add customer information and add star edits to customers
Editor: Modify the original customer information and add star edits to the customer (as shown below)
Copy: Copy the customer number
Delete: Delete customer information from the contact list
Import: Add existing customer information to the contact list
Export: Save all customer information as a file to the specified location
Search: Quickly find target customers
3.5 About Transfer
Transfers are divided into two types: blind transfer and consulting transfer. The agents are set through the [Call Mode (Conference Function)] in the drop-down list setting.
Check [Call Mode (No Meeting Function)], and the transfer function is blindly transferred:
When a seat A has an incoming call, it needs to be transferred to a seat B. After answering, click the transfer button, and the call forwarding keypad appears, enter the number of seat B, click Confirm to transfer;
If the B seat happens to be busy, the system will directly hang up the phone.
Uncheck [Call Mode (No Meeting Function)], the transfer function is consulting and transfer status:
When a seat A has an incoming call, it needs to be transferred to a seat B. After answering, enter the number of seat B on the keyboard to make a call. The customer will listen to and wait for music in the system (as shown below)
After the call B is connected, click [Transfer]—— [Calling Call and Call], and the customer’s call is transferred to 1002 seat B. After the call is established, the call A will be hung up (as shown below)
If the agent B refuses to answer the customer’s call because he is busy or unable to answer the call, the agent may continue to repeat the above operations to transfer the call to the party that can answer. If the transfer is not successful, the call will eventually return to the original agent A;
During the transfer process, if Agent A clicks on the customer’s call interface, the call will be returned to Agent A. (As shown below)
4 Physical phone user manual
4.1 Register
Click on the phone [Menu] to enter the main menu (as shown below)
Select [Basic Settings] (as shown below)
Select [Wireless Network], right-click, and set [Wireless Network Off] to [Wireless Network On] (as shown below)
Select [Available Wi-Fi Network], select the network you want to connect to, click [Connection], enter the password and save it (as shown in the figure below)
Select [Status] on the main menu page, select IPV4, and view IP (as shown below)
Open the browser and enter the IP: 192.168.31.68 to enter the phone registration page
Enter the user name and password, click to log in (the default account number in the manual, and the passwords are all admin) as shown in the figure below:
You can log in to two numbers on a phone. After logging in, select [ToIP] and fill in the registration content under [Account 1] and [Account 2] (as shown below)
Click [Account Enable] in [Basic Settings] to [Open]
[User Information] [Display Name] can be set at will
If the registration number is outside:
[Certification Name] and [Register Account] are both external numbers to be registered
[Password] Set password in advance
【Register server】: freepbx14.cbacloud.net
[Register Server Port] and [Proxy Server Port] are both: 5080
If the registration number is inside:
[Certification Name] and [Register Account] are both seat numbers (as shown in the picture above), [Password] corresponds to the SIP extension registration password (as shown in the picture below)
[Register server] corresponds to Client name; [Proxy server] is: wcc1-dev-rakuten.az.cba-japan.com; [Register server port] and [Proxy server port] are both: 6060 (as shown in the figure below)
4.2 Transfer
4.2.1 Blind rotation
During the call, click [Forward] on the phone (as shown below)
Enter the work number of the seat transfer to the seat B, and then click [Blind Transfer]. The blind transfer is successful and the operation is completed.
4.2.2 Consultation transfer
During the call, click [Forward] on the phone (as shown below)
After the call between the seat A and the transfer seat B is established, the seat A clicks [Forward], the consultation and transfer are successful and the operation is completed.
4.2.3 Residence
During the call, click [Forward] on the phone (as shown below)
Enter the resident number (the system defaults to “700” and can be changed on the function key page), click [Send], and there is a prompt tone for the phone, prompting “Residence is successful, the number is 701”. Other agents can directly enter the resident number to retrieve the resident customer.
5 rectel
5.1 Register
Fill in the phone name and SIP registration password (as shown below)
Click Login on the login page, fill in the domain name, and click Next (as shown below)
Click skip (as shown below)
After running, continue clicking Skip (as shown below)
Click YES (as shown below)
Click to create an account (as shown below)
Click the red box to edit this account (as shown below)
Check [Use outbound proxy] and fill in the server URL (as shown below)
Click Register and click yes (as shown below)
Registration was successful (as shown below)
5.2 Transfer operation
The seat can be directly entered in the search box or soft keyboard. After entering the number, click the phone icon or Enter key on the keyboard. If you enter it using the soft keyboard, you can also click [Dial]] to make a call to the customer (as shown below)
Contacts: Display the contact list, open the contact list, you can click the asterisk to add the contact to the [Favorites] list, or edit the customer.
5.3 TLS设置
在已注册坐席的基础上设置TLS
①在代理服务器哪里，端口号要改成6061 （如下图）
②点击Advanced，【Network relayed】-Transport下改成TLS（如下图）
③【Encryption】-SRTP key negotiation下改成SDES（如下图）
④点击Unregister（如下图）
⑤点击Register，在点yes（如下图）
⑥即可注册成功 （如下图）
6 agephone
6.1 登录
双击【agephone】软件，会进入到登录页面
在【シリアル番号】中填入16位秘钥，点击【ok】
在拨号盘页面点击【设置】，到注册信息页面
6.2 注册
填写注册信息
Server Information
·SIP Domain：填写client域名。
·SIP Proxy：填写代理服务器+端口号。
·Registrar：填写client域名。
【Backup Sever】填写与上述信息相同
Account Information
·User ID：填写坐席工号。
·Display Name：可以填写坐席工号，也可以填写坐席姓名。
·Auth ID：填写坐席工号。
·Password：填写坐席SIP分机注册密码。
SIP Setting
·TransportType：这里可以切换UDP、TLS、TCP等协议类型（设置TLS和LCP时端口号要改成6061）
点击【Global】进入到通用设置页面
在该页面可以开启SRTP功能，设置好后点击【ok】，所有信息设置完毕后，点击【ok】完成话机的注册。
6.3 添加多个电话
该电话支持注册多个sip电话，可以点击【New】进行注册，填写格式为：坐席工号@clent域名。
点击【ok】会切换到基础设置页面，可以按照上述（注册信息操作）进行注册。注册好的电话之间可以进行切换。
6.4 转接操作
坐席可以使用键盘或拨号盘，直接输入号码，输入号码后点击电话图标或键盘上的Enter键，对客户进行呼叫（如下图）
可以调节振铃音，听筒音量和麦克风音量
通话中可以点击【hold】按钮进行保持
可以设置快捷键，设置完成后，免去拨号，点击按钮自动拨打对应号码
·Name：设置被叫号码名字
·Number to dial：设置被叫号码