Overview

The toolbar is a discrete software module into which agents log in via their internet browser, and subsequently establish a telephone connection. Here is a video explaining the basic functionality:


1. Logging in

  • Navigate to your ipSCAPE URL & select agent toolbar     

  • Enter your agent username & password & select Login

When you log in to the Agent Toolbar you will be presented with this screen:

Field

Description

Agent ID

Your ipSCAPE Agent identification number

Connection Mode

Choose:

See below for specifics on how to use each of these

Phone Number

Enter your deskphone, mobile or softphone extension number. Not applicable if Web Connect is selected.

Connection Persistence

Choose:

  • Persistent connection - agent leg of the call is connected to the ipSCAPE for the duration of the agent’s log on. Agents will hear a beep before receiving a call

  • Non-persistent connection - agent leg is connected only when they receive or make a call, the agents phone will ring and they can choose to answer it

Start

Press start to login

Logging in using SYSTEM CALLS AGENT with a PERSISTENT CONNECTION
  1. Go to the website www.yourorganisation.com.au/agenttoolbar (provided by your administrator)

  2. Enter Username and Password

  3. Press ‘Login

  4. You will now see three methods for how you receive calls, select ‘System calls Agent

  5. Tick the box for 'Connection Persistence'

  6. Press ‘Start’ and you will be logged in

  7. Your phone will now ring - answer the call (it is the system calling you to establish a connection)

  8. Press ‘Un-Pause’ when you are ready to take customer calls

  9. When a call comes through you will hear a beep and you will be connected to the customer

Your voice path will remain open for the duration of your login. If you hang up the phone by mistake the phone connection timer will turn red 

Logging in using SYSTEM CALLS AGENT with a NON-PERSISTENT CONNECTION
  1. Go to the website www.yourorganisation.com.au/agenttoolbar (provided by your administrator)

  2. Enter Username and Password

  3. Press ‘Login

  4. You will now see three methods for how you receive calls, select ‘System calls Agent

  5. Untick the box for 'Connection Persistence'

  6. Press ‘Start’ and you will be logged in

  7. Press ‘Un-Pause’ when you are ready to take customer calls

  8. When a call comes through your phone will ring

Logging in using AGENT CALLS SYSTEM with a PERSISTENT CONNECTION
  1. Dial the phone number provided by your administrator

  2. You will be prompted to enter your 4 digit agent number followed by #

  3. Then enter your 4 digit PIN number followed by # when prompted - your voice connection is now established

  4. Go to the website www.yourorganisation.com.au/agenttoolbar (provided by your administrator)

  5. Enter your user name and password

  6. Select 'Agent calls System'

  7. Press ‘Start’ and you will be logged in

  8. Press ‘Un-Pause’ when you are ready to take customer calls

  9. When a call comes through you will hear a beep and you will be connected to the customer

Your voice path will remain open for the duration of your login. If you hang up the phone by mistake the phone connection timer will turn red 

Logging in using WEB CONNECT with a PERSISTENT CONNECTION
  1. Go to the website www.yourorganisation.com.au/agenttoolbar (provided by your administrator)

  2. Enter Username and Password

  3. Press ‘Login

  4. Select Web Connect from the Connection Mode

  5. Tick the box for Connection Persistence and select Start

  6. The Web Connect softphone will launch on a new browser tab

  7. Your PC will ring and you will receive an Inbound Call notification in your browser

  8. Select Answer

  9. Your voice path is now connected and you can return to the Agent Toolbar

  10. Press ‘Un-Pause’ when you are ready to take customer calls

  11. When a call comes through you will hear a beep and you will be connected to the customer

The Web Connect softphone tab must be left open for the duration of the login. If closed the agent voice connectivity will be lost and indicated by a red timer on the agent toolbar. The Agent will need to log out and log in to restart Web Connect

Logging in using WEB CONNECT with a NON-PERSISTENT CONNECTION
  1. Go to the website www.yourorganisation.com.au/agenttoolbar (provided by your administrator)

  2. Enter Username and Password

  3. Press ‘Login

  4. Select Web Connect from the Connection Mode

  5. Untick the box for Connection Persistence and select Start

  6. The Web Connect softphone will launch on a new browser tab

  7. Press ‘Un-Pause’ when you are ready to take customer calls

  8. When you receive or make a call your PC will ring and you will receive a Call notification in your browser

  9. Select Answer in the Web Connect tab or click once on the notification

The Web Connect softphone tab must be left open for the duration of the login. If the window is closed, the agent will need to log out and log back in to restart Web Connect.

Logging in using BRIA SOFTPHONE with a PERSISTENT CONNECTION
  1. Sign in to your softphone

  2. Login to your Agent Toolbar

    1. Navigate to: https://yourURL.ipscape.com.au/agenttoolbar (provided by your administrator)

    2. Enter your username and password

    3. Select ‘System calls Agent

    4. Enter your Bria extension number

    5. Tick ‘Connection Persistence

    6. Press ‘Start

  3. The system will call on your softphone -

    1. answer the call:

    2. Your softphone will pop on your screen

    3. Minimise it by selecting the orange button (top left)

    4.  After you have answered the call, the softphone session will remain open for the duration of your agent login

    5. You will be logged in and in the Pause state (not ready to receive calls)

    6. Select ‘Un-Pause’ to make yourself available to a receive call

Logging in using BRIA SOFTPHONE with a NON-PERSISTENT CONNECTION
  1. Sign in to your softphone

  2. Login to your Agent Toolbar

    1. Navigate to: https://yourURL.ipscape.com.au/agenttoolbar (provided by your administrator)

    2. Enter your username and password

    3. Select ‘System calls Agent

    4. Enter your Bria extension number

    5. Untick ‘Connection Persistence

    6. Press ‘Start

  3. Press ‘Un-Pause’ when you are ready to take customer calls

  4. When a call comes through the system will call on your softphone -

    1. answer the call:

    2. Your softphone will pop on your screen

    3. Minimise it by selecting the orange button (top left)

    4.  After you have answered the call, the softphone session will remain open until the call is terminated


2. Taking a Break


3. Logging out

  • Click on ‘Pause’ and select a reason

  • Hang up your desk phone

    • For Web Connect - Close the Web Connect softphone tab and select Leave

  • On the right side of the screen select logout click on your name and then ‘Logout’:


4. Taking Calls

  1. Press Un-Pause to start taking calls 

  2. When a call is presented, you will either hear a beep on your headset or your desk phone will ring depending on how you are set up

  3. A script will appear in the top half of the screen with details of the company greeting

  4. Information about the call will appear in the bottom half of the screen which has 4 tabs Caller Info, Transfer Info, Notes, and Wrap Call

  5. Click on the third tab to add Notes if required

  6. When the call is finished click on the ‘Wrap Call’ tab and select a Wrap Code

  7. Once the code is entered, click on ‘Close and Ready’ to take the next call or ‘Close and Pause’ if you are not ready

Your voice path will remain open for the duration of your login. If you hang up the phone by mistake the phone connection timer will turn red 

This is a list of every function available for use on the toolbar. Your toolbar will have a subset of these functions, based on the responsibilities granted to you.

Feature

Description

Logo

The company brand is set to be displayed or not by the contact centre management.

Show/Hide

Click on the arrow to hide or display the Toolbar.

Availability

An agent icon indicates the agent's availability status.

Agent is AVAILABLE

Agent is BUSY

Agent is AWAY

Agent is on a MANUAL CALL

You will receive a notification if you lose voice connection. The phone connection timer will also turn red:

Time in status

This displays the duration since the agent's last status change. 

If the agent has not established a telephone connection to the contact centre then the status display is Red.

Telephone Line 1

Line 1 is the main external telephone line used to connect an agent with external contact. 
When a connection is live, Line 1 is Constant Orange.
When a connection is on hold, Line 1 is Flashing Orange.
When no connection exists, Line 1 is Constant White.

Telephone Line 2

Line 2 is used for internal and third-party calls. 
When a connection is live, Line 2 is Constant Orange.
When a connection is on hold, Line 2 is Flashing Orange.
When no connection exists, Line 2 is Constant White.

Number in Queue

Display of all incoming contacts; voice, email and chat

Number of calls

This is a passive display of the number of incoming voice calls that are in the queues to which you have been assigned.

Number of emails

This is a passive display of the number of incoming emails that are in the queues for the campaigns to which you have been assigned.

Number of chat requests

This is a passive display of the number of incoming chat requests that are in the queues for the campaigns to which you have been assigned.

Dialled Number

You can use this number entry field to make a manual call when you are in the paused state.

Pause/Unpause

This toggle allows you to enter or leave the paused state, and to record a Pause Reason.

Pause Reasons are created in the Resources function in the Contact Centre workspace.

Agent Call

This drop-down selection list allows you to call another agent.

Call Back List

This is a passive display of the schedule of callbacks assigned to you.

Lead Manager

Click on this button to open a display of leads associated with a particular campaign and select a lead to be your next contact.

Logout

When your work period has ended, hover over the user name and select Logout.

Change Agent Password

To change the password, hover over the user name and select Change Password.

Email Search

This opens a list of campaign emails that you can search.

 


5. Making Calls

  1. To make an outbound call, change your status to pause

  2. Enter the phone number in the phone text box and click on the phone icon

  3. Select a campaign that this call should be part of from the drop-down menu (can be required, optional or forced)

  4. Then click the green phone icon

The live voice connection controls appear below the Agent Toolbar.

Control

What this control does

What the agent sees

The Dial icon triggers a voice connection.

The image changes to the Hang Up icon.

The Hang Up icon terminates the connection.

The image changes to the Dial icon.

The Hold icon places the contact on hold and plays music on hold to the contact.

The image changes to the Resume icon.

The Resume icon returns the contact to the connection.

The image changes to the Hold icon.

The Stop Recording icon is visible if call recording is available
for the campaign and has been automatically started.

The image changes to the Start Recording icon.

The Start Recording is visible: 

  • if call recording is available for the campaign but has not been automatically started and the agent is allowed to start recording.

  • when the agent has stopped the recording.

The image changes to the Stop Recording icon.

 


6. Adding Notes to a Call

The Notes tab is one of four tabs that appear below the Agent Toolbar during the interaction. These tabs are:

  • Caller Info

  • Transfer Info

  • Notes

  • Wrap

  1. Select the Notes tab.

  2. Enter the text you wish to record against this interaction.
    If you subsequently transfer the interaction to another agent, this note will be available to that agent.


7. Transferring Calls

  1. To transfer a call, click on the ‘Transfer Info’ tab

  2. Select Transfer Type:

    1. An Agent - Only available agents who are in your team & service that campaign/queue will appear in the list

    2. Convert to Outbound - Only available to agents that are assigned to an Outbound campaign. Can be used to convert an Inbound call to an Outbound campaign to update a lead

    3. A Phone Number - Include the area code if dialing a landline

    4. A Workflow – This allows you to transfer the customer to an existing workflow

    5. Workflow - Agent Assist - Agent Assist allows you to transfer to a workflow & remain in the queue with the caller to announce the call to the next receiving agent

  3. In the ‘Transfer Pool’ field enter number (with area code) or select from the drop-down

  4. You can then use either the ‘Transfer’ or ‘Call’ button

    1. Transfer – is a blind transfer, leaving you to wrap the call

    2. Consult– is an assisted transfer where you put the caller on hold and speak to the person you are transferring to, you can then:

      1. Transfer the caller and wrap the call

      2. Conference in the Caller and remain on the line

      3. Retrieve the call and speak to the Caller again


8. View Caller Info during Call

When you take a call, information about the caller will be displayed about the

Different information is displayed depending on the type of interaction. Please see details in the table below:

Field name

In

Out

Manual

Chat

Email

Description

Agent Interaction ID

 

The unique identifying number for the interaction

Campaign

The name of the campaign associated with the interaction, where known

Customer CLI

 

 

 

 

The CLI of the caller

Date

 

 

 

 

The timestamp (dd/mm/yyyy hh:mm:ss) when the email was received

DNIS

 

 

 

 

The number dialled by the caller

From

 

 

 

 

The sender's email address

IVR Data

 

 

 

 

This is the value of the Workflow Parameter set in the voice channel settings

IVR Text

 

 

 

 

This is the name of the Voice Channel set in the voice channel settings

Last Attempt

 

 

 

 

The timestamp (dd/mm/yyyy hh:mm:ss) recorded for the last attempt

Last Outcome

 

 

 

 

The wrap code that was applied to the last interaction or the dialler outcome for the last attempt
"New Record" indicates there are no previous attempts

Lead ID

 

 

 

 

The unique identifying number for the lead being contacted

Number Attempts

 

 

 

 

The number of times the system has tried to connect with this lead

Pre-chat survey fields

 

 

 

 

The information submitted by the contact after completing the pre-chat survey

Subject

 

 

 

 

The subject of the email

Time in queue

 

 

 

In a voice campaign, the duration (in minutes) between when the contact left the IVR and when the agent accepted the call

In a chat campaign, the duration (in minutes) between when the contact submitted their pre-chat survey answers and when the agent started the chat session


9. Create a Conference Call

During the interaction, you may need to include a colleague or supervisor in the interaction. To assist you, the Campaign Manager has created a list of possible transfer destinations.

  1. Select the Transfer Info tab

  2. Select the Transfer Type from the drop-down selection list in order to reduce the list of transfer destinations available for selection.
    The choices are Phone, Agent, Workflow, or Extension.

  3. Select the Transfer Destination you wish to include in the conference call.

  4. Click Call
    Note that Line 1 flashes orange while Line 2 is orange.
    The Conference button is added to the Transfer Info tab.

  5. Converse with your colleague; meanwhile, the contact hears On-hold Music.

  6. When you are ready to create the conference call, click Conference.
    Note that Line 1 returns to orange and Line 2 returns to white

  7. Select the hangup key & choose from terminate or leave.  Leave removes you from the conference but leaves the remaining parties connected


10. Play an Announcement

During the interaction, you may be required to play a pre-recorded soundfile to the contact. To assist you, the campaign manager has made a list of soundfiles available.

  1. Select the Announcement tab. 

If no soundfiles have been assigned to the current campaign as announcements, the Announcement tab will not be visible on the Agent Toolbar. 

  1. Select the announcement from the drop-down selection list.

  2. Click Play Announcement. When the soundfile finishes playing you will be able to resume your conversation with the contact.


11. Convert Inbound to Outbound

This feature is used to associate an Inbound call with an Outbound campaign. This is useful when the Outbound automatic dialler has dialled a lead but there was no answer, the lead has then called back on the number left by the dialler. This feature enables the Agent to move the call from the Inbound Campaign it arrived on to the Outbound campaign it should be associated with to give a true lead history.

This feature becomes available on an 'Inbound call' under the 'Transfer Info' tab which is the second tab on the Agent Toolbar during a live call:

Field Name

Value

Description

Select Transfer Type

Convert to Outbound

This enables you to transfer the call to an Outbound Campaign

Transfer Destination

Name of Campaign you would like to transfer this Lead to

This will give you a list of Outbound Campaigns the Agent is on

Lead Id Search

ID of the lead you would like to transfer this call to

When you select the Outbound Campaign in the previous field, the 'Lead Search' box will appear on the right of the screen giving you a list of Leads that match the phone number the caller dialled in on. To select a lead click the check box icon  and the 'Lead Id Search' will populate

If you would like to see more columns in the 'Lead Search' window you need to enable them. This is done by going to 'Activity Fields' and checking the 'Display in Lead Search' box

Transfer

Press the 'Transfer' button to move the call to the relevant lead


12. Manage an Email Interaction

Queued emails are visible to any agent assigned to an email campaign.

  1. Click on the Email Queue icon on the toolbar to open the next email in the queue. The email opens above the toolbar. 
    After reading the text of the email, you may care to check for previous interactions with this contact.

  2. Click on the Email Search icon on the top banner to open up an email search

Options for email processing

In the top bar, you can see the Reply icon  and the Options icon 

Click on to see all the options.

Icon

Action

Reply

  1. Click on this icon to open a new email page based on an Email Template selected for this campaign. 
    You may be prompted to choose a template from several assigned to the campaign.

  2. Enter your reply text.

  3. Add any required template using the attachment icon 

  4. When satisfied with your response, click on Send.

Forward

  1. Click on this icon to open a new email page.

  2. Enter the addressee, CC, and BCC details.

  3. Enter your text.

  4. Add any required template using the attachment icon 

  5. When satisfied with your response, click on Send.

Return to queue

  1. Click on this icon to return the email to the campaign queue.
    You will be prompted to confirm the process.

  2. Click on OK to confirm the return.
    You will be reminded to complete the wrap.

  3. Click on OK.

Move to another campaign

  1. Click on this icon to move the email to another campaign.

  2. Select the campaign from the list of available campaigns.

  3. Click on Go.
    You will be reminded to complete the wrap.

  4. Click on OK.

Full screen 

  1. Click this icon to go into full screen view

  2. Click single arrow to go back to minimised view

Wrapping an email interaction

  1. Select the Wrap Call tab below the toolbar.

  2. Choose an outcome from the drop-down list of available wrap codes.

  3. If you are ready for a voice interaction, click on Close & Ready.

  4. If you are not ready for a voice interaction or wish to respond to a chat request or email, click on Close & Pause.

 


13. Conduct a Chat Session

Chat is a feature available to you that allows you to respond to a chat request. Chat requests are visible to any agent assigned to a chat campaign.

  1. Click the Chat icon on the toolbar. The Chat Panel opens above the Toolbar.
    You can have up to five concurrent chat sessions, as specified in your agent profile

  2. In the top bar, there are three icons: Chat, Agent, and Email 

    1. Click the Chat icon to restore a full-page display of all active chat sessions.

    2. Click the Agent icon to open a display of messages

    3. Click the Email icon to open a display of received emails

  3. In the Chat Panel, there are three tabs: Contact, Templates, and History.

    1. Click the Contact tab to display the results of any pre-chat survey questions.

    2. Click the Templates tab to display a list of Chat Templates assigned to the current chat campaign as described below.

    3. Click the History tab to see the details of any previous connections to this contact based on the details they provided (e.g. name and email address) in the pre-chat survey.
      Click the Open Transcript icon to view transcripts of previous chat sessions. You can also search by email or interaction id.

  4. For each active chat session, a tab with the contact's name is visible in the Chat Panel. Use these tabs to move between chat sessions.

  5. Below the Toolbar, there are three tabs: Contact Info, Wrap Chat, and Transfer. 

    1. The Contact Info tells you any details known to the contact centre based on the details they provided (e.g. name and email address) in the pre-chat survey.

    2. Wrap Chat provides the tools to assign a wrap code to the interaction

Using a chat template in a chat session

Chat templates are examples of boilerplate text that an agent will need to use regularly and therefore should not have to repeatedly type.

There are several ways that a template can be used within a chat session:

  • Using a snippet 
    The agent enters a colon followed by a text snippet followed by a space into the text entry box and the template text is substituted. 
    e.g. Full Company Name. The agent enters the snippet -  :ACME  which is converted to The ACME Corporation Pty Limited ACN  22 555 903 134

  • Using the Add to Text icon  
    The agent searches for the text in the Templates tab and then clicks to add template text into the chat session where it can be modified to suit the session.

  • Using the Send to Contact icon     
    The agent searches for the text in the Templates tab and then clicks to send the text as is to the contact.


14. Take Payment

When the ipSCAPE Pay feature is enabled agents will see a ‘Services’ tab in the Agent Toolbar:

When selected, you will be presented with the following screen:

You will continue to speak with the customer and assist with completing the details on this page:

Field

What you should do

Reference Number

Enter the reference number which identifies what the payment relates to. eg. the reference on the statement or on the letter.

Credit Card

Ask the Customer to enter the Credit Card number for the payment

The tone on the phone will be masked whilst the credit card number is being entered by the Customer. This is to prevent the numbers from being recognised whilst they are being pressed on the keypad.

Reset Card

You can press this button if you want to reset the details that have been entered. This could be, for example, because the customer entered the wrong details or wants to use a different Credit Card

Expiry Date

Ask the Customer for the expiry date on the credit card and enter it here

CVV

Ask the Customer to enter the CVV number which can be found on the back of the Credit Card

The tone on the phone will be masked whilst the Credit Card CVV number is being entered by the Customer

Reset CVV

You can press this button if you want to reset the details that have been entered. This could be, for example, because the customer entered the wrong details

Cardholder Name

Ask the Customer for the Cardholder name as it appears on the Credit Card and enter the details here

Amount

Enter the amount to be processed

Make a Payment

Click this button when all the above details have been correctly entered and you are ready to process the payment. Clicking on this button will send the request to the Merchant for processing. Payment sent for processing.

What happens when you click on the "Make a Payment" button

One of 2 things will happen when you click on the "Make a Payment" button:

  • The payment successful - you will receive a confirmation in the following format:

  • The payment rejected - you will receive a confirmation in the following format:

          

    You can now complete the payment by pressing the Complete Payment button and then Wrap the call.

Payment Confirmation

The details presented in the Payment Confirmation will differ for each transaction. The above is an example of what type of information will be returned, however, the actual values for each of the above 3 items will differ per transaction.