When handling a call, agents in your call center can use the coordinated voice and data consultation and conference features to perform the tasks explained here.
With the consultation feature, your agents can make consultation calls to users who are signed on to CallCoordinator with one of two methods. The methods of consultation are:
Using this method of consultation, the agent can talk with a supervisor about a particular client while both the agent and supervisor view the same panel. The agent puts the client on hold and calls the supervisor. A signed on supervisor can request a copy of the client information panel by selecting the Screen Copy option on the Agent Utility panel. The agent and the supervisor discuss the client information while viewing the same panel, but the agent retains control of the panel. Only the originating agent can make changes to the client information panel.
Using this method of consultation, the agent talks with a supervisor about a particular client and sends the client information panel to the supervisor. The agent puts the client on hold and initiates a transfer. When the signed on supervisor answers the call, the client information panel is displayed on the supervisor's terminal. The supervisor now has control of the client information panel and can make any required changes. If you want the agent to retain a copy of the transferred panel until the transfer is completed, you must enter a N in the Clear Screen field on the COR Telephony Settings panel. See "Screen Presentation" for more information.
When the consultation is completed, the supervisor hangs up and the client information panel returns to the agent. See "Preparing to Enable Coordinated Voice and Data Transfer" for more information about enabling voice and data transfer.
Using the conference feature, the agent can talk to a client, a signed on supervisor, other signed on agents, or all three during a single call. After talking with the client, the agent makes a conference call to the supervisor. There are now three parties involved in the conference call. The supervisor requests a copy of the client information panel by selecting the Screen Copy option on the Agent Utility panel.
If necessary, the agent can use the conference feature to include other parties in the call. Each additional party can request a copy of the client information panel by selecting the Screen Copy option on the Agent Utility panel.
The conference originating agent retains control of the client information panel during the conference call. If this agent leaves the conference call, the control of the client information panel is given to the party who has been in the conference call for the longest time. This party must be signed on to CallCoordinator.
If the agent makes any changes to the client information panel during the call, the signed on supervisor must request a new copy of the panel to view the changes. The limit on the number of parties in a conference call is determined by the capabilities of your switch. Consult with your switch administrator for information on your specific switch.
This feature is helpful in call centers that dispatch deliveries to various clients. For example, if a delivery person has a question about a delivery, he or she can call the dispatcher while in route to a delivery. The dispatcher can make a conference call to the order person. All three parties can discuss the delivery question. The dispatcher and the order person can each view a copy of the application panel with the same order information.
Planning for coordinated voice and data consultation and conference in your call center involves two major tasks:
The sections that follow include detailed information on how to complete these tasks for coordinated voice and data consultation and conference. For more examples of consultation and conference, refer to CallPath CallCoordinator/CICS General Information.
To evaluate coordinated voice and data consultation and conference for your call center, answer the following questions:
After evaluating the consultation and conference features, you must complete the following tasks to enable the features:
Your application programmer also can use the Screen Copy API described in CallPath CallCoordinator/CICS Application Programming Guide to customize your application so that this option can be used without leaving your application.
If the conference call involves parties on more than one switch, the agent originating the conference must use the Transfer Load Balancing feature in order for the party on the other switch to invoke the Screen Copy API described in CallPath CallCoordinator/CICS Application Programming Guide. See Chapter 8, "Planning for Transfer Load Balancing" for more information on making conference calls across switches using the Transfer Load Balancing feature.
Refer to the section "Features, Functions, and APIs" in CallPath CallCoordinator/CICS Application Programming Guide for a summary of coordinated voice and data consultation and conference information. Your application programmer can refer to the CallPath CallCoordinator/CICS Application Programming Guide for detailed instructions on enabling coordinated voice and data consultation and conference in your call center.
