.. _agent:

#################
Agent environment
#################

.. figure:: agent.png
    :scale: 80%

Web application for contact center agents. Some parameters for Recording, Callbacks, Queue control, Pause statuses and Sheet popup may be configured. Instructions are to be found in the :ref:`configuration section <agent_configuration>`.

=====
Login
=====

.. figure:: agent-login.png
    :scale: 80%

Enter your XiVO client username, password and phone set you want to logged to on the login page.

If you are using Kerberos authentication and enabled SSO (see :ref:`kerberos-configuration`), then you only have to set your phone set number, the authentication and login will be done automatically:

.. figure:: agent-login-sso.png
    :scale: 80%


============
Call control
============

Call can be controlled through button inside the Agent interface where you can

- Answer
- hangup
- Hold / Unhold : The color of the button indicates the possible action (grey: no action, green: put on hold, red: unhold)
- Attended transfer :ref:`* <phone_integration_limitations>`
- Complete transfer :ref:`* <phone_integration_limitations>`
- Cancel transfer :ref:`* <phone_integration_limitations>`
- Conference :ref:`* <phone_integration_limitations>`

\*) See :ref:`Known limitations <phone_integration_limitations>`

.. figure:: agent-call-control.png
    :scale: 90%

The Agent interface use Desktop notification but this feature needs to be enabled from the browser window when logging in:

.. figure:: agent-notification.png
    :scale: 90%

================
Taking Callbacks
================

The agent can see the :ref:`callbacks <callbacks>` related to the queues he is logged on.
They are available in the ``Callbacks`` tab, beside the ``Agents of my group`` tab.

On this page, the agent only has access to basic information about the callback: the phone number to call,
the person's name and its company name. On the left of each callback line, a colored clock indicates the temporal status of this callback:

- yellow if the callback is to be processed later
- green if we are currently inside the callback period
- red if the callback period is over

.. figure:: agent-callbacks-view.png
    :scale: 90%

To process one of these callbacks, the agent must click on one of the callbacks line. This will remove the callback from the other agents' list,
and trigger the following screen:

.. figure:: agent-callback-edit.png
    :scale: 90%

To launch the call, the agent must click on one of the available phone numbers.
Once the callback is launched, the status can be changed and a comment can be added.

If you set *Callback* as status, the callback can be rescheduled at a later time and another period:

.. figure:: agent-callback-reschedule.png
    :scale: 90%

Other available statuses are closing definitely the callback:

- *Answered* if caller accepted the call
- *NoAnswer* if caller were unreachable
- *Fax* if callback has been resolved thanks to a Fax message

Clicking on the calendar icon next to the "New due date" field, will popup a calendar to select another callback date.

Every hour a desktop notification is shown to display pending callbacks that are about to expire. Please note that the display may vary depending on operating system and browser.

.. figure:: agent-callback-notification.png
    :scale: 80%