Working at the agent workplace

What it is for

The agent workplace is a web page for agents. You do not need administrative access for it. After signing in, the agent sets the state, sees waiting calls and is offered calls, which the agent accepts or rejects. The call itself is conducted on the agent's phone.

The workplace contains a phonebook with line status and Teams status, a team chat and, for supervisors, a team view with the states of all members.

Prerequisites

Licence module acd.
An active agent with sign-in name and PIN, password or CUCM password (chapter "Agents, skills and teams"). An EasyUC role is not required.
For the phonebook: membership in a team to which a phonebook is assigned.
For the team view: an entry as supervisor in at least one team.

Step by step: Sign in and accept calls

Open https://<server>/admin/agent in the browser.
Under Kennung (login name), enter your sign-in name, and under PIN / Kennwort (PIN / password), enter your PIN, your local password or your CUCM password.
Click Anmelden (sign in).
Click Bereit (ready). In this state, calls are offered to you.
When an offer appears with caller, script, skill and waiting time, click Annehmen (accept) or Ablehnen (reject).
Conduct the call on the phone. The state shows Im Gespräch (on a call), then Nachbearbeitung (wrap-up) for the configured time.
For an interruption, click Pause (break). In this state, you receive no calls.
At the end, click Abmelden (sign out).

Step by step: Phonebook, chat and team view

Click Telefonbuch (phonebook) at the top to jump to the search.
Select a phonebook or Alle (all) and type the search term. Every word of the search must occur somewhere in the entry.
Read the line status and, if available, the Teams presence on the entry.
Open the Team-Chat (team chat) via the chat icon, write a message and send it. Via antworten (reply), you write to the sender directly.
As a supervisor, click Team. For each member, you see state, number and a running call with caller and duration.
In the team view, click Nachricht an alle (message to all) for a message to the whole team, or the message icon of a member.

Fields and options

Fields and options
Field / action	Meaning and use
Bereit	State in which calls are offered.
Pause	No offer. In the administration, the state appears as Away.
Im Gespräch / Nachbearbeitung	Set by the system. The wrap-up lasts as long as configured on the agent (0 to 300 seconds).
Offer	Shows caller, script, skill and waiting time so far, with Annehmen and Ablehnen.
In der Warteschlange (in the queue)	List of the waiting callers with script, skill and waiting time.
Heute (today)	Number of accepted calls, average and total talk time of the day.
Telefonbuch	Search across name, number, company, department, e-mail. Selection Pro Seite (per page), paging via the page buttons. Numbers and e-mail addresses are clickable.
Team-Chat	Messages to the team or to individual members. The chat icon counts unread messages.
Refresh	The workplace queries the server every 2 seconds, the line status of the phonebook every 5 seconds.

Check the result and narrow down errors

After signing in, name, state, number and skills are shown at the top. In the administration under Agents, the state changes along with it.
The sign-in fails: Check sign-in name and PIN or password. With the CUCM password, the CUCM must be reachable. A disabled agent cannot sign in.
Deinem Team ist noch kein Telefonbuch zugeordnet. (no phonebook is assigned to your team yet) The assignment is made under Agents → Teams.
Du bist in keinem Team als Supervisor eingetragen. (you are not entered as supervisor in any team) The team view remains empty.
Kein Eintrag passt zu dieser Suche. (no entry matches this search) Shorten the search term.
A line is not shown as free or busy: In the administration under Phonebook, use the function Check line status.
No offers arrive although the agent is ready: Read the section "What the runtime executes" in chapter "Call flow: all blocks".