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Contact Center Client 189
Always on top
When you right-click a monitor tab, under Windows, and select the Always on top command, Contact Center
Client always displays on your desktop on top of all other open applications.
View
The View command hides or displays the main menu, status bar, real-time monitors, and email, fax, chat, and
voice legends.
Viewing agent availability
Contact Center Client provides instant messaging capabilities for both supervisors and agents and is typically
used by contact center employees. Contact Center Chat provides the online chat presence of contact center
employees, including Online, Offline, Away. On the agent, employee, and extension monitors, agents can
view the availability and presence of other contact center employees before they transfer calls or send online
chat messages. (See Figure 7-1.) If an agent cell in a monitor is grayed out, the phone is not connected to the
network and considered out of service. The out of service state applies to phones that are not connected to
the network, Teleworker employees that have lost their Internet connection, phones that are physically
disconnected or malfunctioning, or employees that are not logged into their soft phone.
Figure 7-1 Agent State by Position - viewing agent availability and online presence
With the addition of Microsoft® Office Live Communications Server 2005, agents and supervisors use
Microsoft Office Communicator as their default instant messaging client. The presence of all company
employees is natively delivered in Contact Center Client. Contact center employees can view the presence of
both internal and external contacts to determine if they are available to communicate. In addition to Available,
Offline, and Away, employees see In a Meeting, Busy, In a call, Do Not Disturb, Be Right Back, and other
presence indicators. (See Figure 7-2.)
Figure 7-2 Agent State by Position - viewing agent availability and enhanced presence
The following monitors display agent activities:
• Agent State by Position
• Employee State by Position
• Extension State by Position
• Agent State by Time
• Employee State by Time
• Agent Shift