User Guide Summary

The manual was written in by 3Com. The language is listed as follows: User Guide English. The manual is applied to the following one product model as follows: WEBCCMODULE IP Contact Centers. The manual was created in Portable Document Format, called as PDF manual. The PDF document file with the name of 3com_ip_contact_center_desktop_users_guide-v70aa.pdf has 296 pages with the file size of 4136735. The digital document is original with no watermarks.

User Guide Information

Brand:3Com
Category: Network
Model:WEBCCMODULE IP Contact Centers
Type:User Guide
Language:English English Manual
File info:PDF / 3.9 Mb / 296 pages
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PDF File Information

Title: 3Com IP Contact Center Desktop User's Guide
Creator: FrameMaker 6.0
Producer: Acrobat Distiller 7.0.5 (Windows)
CreationDate: Fri May 5 10:54:15 2006
ModDate: Fri May 5 16:36:45 2006
Tagged: yes
Pages: 296
Encrypted: no
Page size: 611 x 792 pts
File size: 4136735 bytes
Optimized: yes
PDF version: 1.6

PDF Bookmark and List of Contents

  • Title Page

  • Copyright and Trademarks

  • Contents

  • About This Guide

    • Who Should Read This Guide
    • How This Guide Is Organized
    • Related Publications
      • Books (PDF Format)
      • Quick Reference Guides (PDF format)
  • Ch 1. Introduction to the 3Com IPCC Desktop

    • Understanding 3ComIPContactCenter Concepts
      • Levels of Assistance
      • Users, Agents, Teams, and Supervisors
      • User Roles, Feature Sets, and Classes of Service
    • 3Com IPCC Desktop Overview
      • Voice
      • Email Management
      • Web Collaboration
      • Contact History
    • Management Applications Overview
    • Administrative Applications Overview
    • Media Types
  • Ch 2. Working in the 3Com IPCC Desktop Environment

    • Before You Start
    • Logging On to the 3Com IPCC Desktop
    • 3Com IPCC Desktop Components
      • Desktop Manager
      • Shutters
      • 3ComIPCC Workspace
    • User States
    • Contact Types and Contact Panel States
      • Contact Types
      • Contact Panel States
    • Managing 3Com IPCC Desktop Windows
      • Opening Application Windows from the Desktop Toolbar
      • Opening Applications from Shutters
      • Minimizing and Maximizing Application Windows
      • Switching Between Two Application Windows
      • Opening Applications Outside the 3ComIPCC Workspace
      • Closing Applications Managed by the 3Com IPCC Desktop
    • Viewing Your Personal Information
      • Viewing the Personal Status Panel
      • Viewing the My Statistics Tab
    • Viewing Bulletins
      • Resizing the Bulletin Bar
    • Getting Help
      • Accessing Help for the 3Com IPCC Desktop
      • Using the Controls in the Help Window
      • Finding a Help Topic
      • Resizing the Help Navigation Frame
      • Printing a Help Topic
      • Troubleshooting Online Help Access Problems
    • Changing Your 3Com IPCC Desktop Logon Password
    • Understanding Remote Access Codes
    • Using a Phone Other Than the IPCC Soft Phone
    • Logging Off the 3Com IPCC Desktop
  • Ch 3. Handling Immediate-Assistance Contacts

    • Changing User States
      • Notifying the System That You Are Available
      • Entering and Leaving the Wrap-Up State
      • Placing Yourself in the Idle State
    • Receiving ImmediateAssistance Contacts
      • Contact Panel Components
      • When a Contact Is Routed to You
      • Accepting an ImmediateAssistance Contact
      • Handling a Redirected Contact
    • Consulting a Supervisor
    • Being Monitored or Coached by a Supervisor
      • Being Monitored by a Supervisor
      • Being Coached by a Supervisor
      • When a Supervisor Barges In on a Contact
    • Requesting Emergency Assistance
    • Entering WrapUp Data
    • Disconnecting a Contact
  • Ch 4. Using Voice Features

    • Answering a Call
      • Manually Answering a Call
      • Automatically Answering a Call
    • Putting a Call on Hold
    • Transferring a Call
      • Transferring a Call to Another User
      • Transferring a Call to a Classification
    • Establishing a Conference Call
      • Putting a Conference Call on Hold
      • Disconnecting a Conference Call
      • Transferring a Conference Call
    • Disconnecting a Call
    • Preventing the Other Party from Hearing You
    • Recording a Call
    • Making a Call
      • Making an Internal Call
      • Calling Your Supervisor
      • Making an External Call
      • Redialing a Number
      • Handling a Customer Callback Request
    • Accessing Voice Messages
      • Listening To and Handling Voice Messages Left By Customers
      • Listening to a Voice Message Left By a 3Com IPCC Desktop User
      • Listening to Voice Messages from a Remote Location
    • Working with Phone Controls
      • Opening the Phone Controls Window
      • Generating Touch Tones
      • Adjusting the Volume on Your Headset
      • Playing the Incoming Call Ring on an Alternate Speaker
  • Ch 5. Using E-mail Features

    • About DeferredAssistance and ImmediateAssistance Contacts
    • Working with Microsoft Outlook Express
      • Logging On to Your Account in Outlook Express
      • Working in the Outlook Express Window
      • Getting Help for Microsoft Outlook Express
    • Handling Deferred-Assistance Contacts
      • Browsing Classification Folders
      • Working with Email Threads
      • Claiming a Message
      • Viewing a Message
      • Responding to DeferredAssistance Contacts
      • Forwarding a Deferred-Assistance Message
      • Deleting a Message
    • Handling Messages Escalated to Immediate Assistance
      • Accepting an Email, Voice Message, or Callback Contact
      • Replying to Email, Voice Message, and Callback Contacts
      • Transferring an Email, Voice Message, or Callback Contact to Another User
      • Transferring an E-mail, Voice Message, or Callback Contact to a Classification
    • Sending Email Messages
      • Sending a New E-mail Message to Another 3Com IPCC DesktopUser
      • Sending a New Email Message to an External Address
    • Receiving Email Messages
      • Receiving Email Messages From Other 3Com IPCC Desktop Users
      • Receiving Email Messages From External Email Addresses
    • Replying to an External E-mail Message
    • Email Templates
      • Creating E-mail Templates
      • Modifying an Existing Email Template
      • Using Email Templates
      • Deleting an E-mail Template
    • Searching the Archives
  • Ch 6. Using 3Com IPCC Web Collaboration Features

    • About 3ComIPCC Web Collaboration
      • Web Collaboration Request
      • MeetMe Session Request
    • About the 3ComIPCC Web Collaboration Window
      • Agent’s View of the Web Collaboration Window
      • Resizing Web Collaboration Window Components
      • Caller’s View of the Web Collaboration Window
      • Supported Web Collaboration Features
    • Handling Web Collaboration Requests
      • Answering a Web Collaboration Request
      • Viewing Caller Information
      • Exchanging Text Messages with a Web Collaboration Participant
      • Sharing Web Pages
      • Helping a Caller Complete an Online Web Form
      • Highlighting Text on a Web Page
      • Calling a Customer During a Web Collaboration Session
      • Handling a Meet-Me Session
    • Initiating a Web Collaboration Session
      • Initiating a 3ComIPCC Web Collaboration Session with AnotherUser
      • Consulting a Supervisor by Web Chat
    • Transferring a Web Contact
      • Transferring a Web Contact to Another User
      • Transferring a Web Contact to a Classification
      • Handling a Redirected Web Contact
    • Establishing a Web Collaboration Conference
      • Disconnecting a Web Collaboration Conference
      • Transferring a Web Collaboration Conference
    • Disconnecting a Web Contact
  • Ch 7. Viewing Contact History

    • About 3Com IPCC Contact History Viewer
      • Starting 3Com IPCC Contact History Viewer
      • Working in the 3Com IPCC Contact History Viewer Window
    • Searching for Prior Contacts
      • Performing a Search
      • Reviewing the Search Results
      • Refining Your Search Criteria
    • Reviewing E-mail Messages, Web Collaboration Transcripts, and Voice Recordings
      • Viewing Handled Email Messages
      • Viewing Web Collaboration Transcripts
      • Playing Recorded Voice Contacts
      • Playing Recorded Voice Messages
      • Playing Emergency Notification Recordings
  • Ch 8. Supervising the Workforce

    • Sending Bulletins
    • Logging Off an Agent
    • Monitoring Agents and Classifications
      • Understanding Basic and Expanded Agent Monitoring
      • About Basic Agent and Classification Monitoring
      • About Expanded Agent Monitoring
      • Monitoring an Agent
      • Monitoring a Classification
    • Coaching an Agent
    • Using the BargeIn Feature
    • Recording Monitored and Coached Agents and Classifications
      • Recording Guidelines
      • About the Recorded Files
      • Recording Monitored and Coached Calls
    • Monitoring Alerts
    • Monitoring System Alarms and Emergency Notifications
      • Viewing a System Alarm
      • Receiving, Viewing, and Listening to Emergency Notifications
  • Ch 9. Troubleshooting

    • Handling 3Com IPCC Desktop Problems
      • Logon Node list is empty
      • Cannot log on to the 3Com IPCC Desktop
      • Failed to respond to a contact
      • IPCCPhoneSet rings whenever it is placed on-hook
      • Cannot save a workflow to your local computer
      • Received a second immediateassistance contact while connected to Web contact
      • “Play incoming call ring on an alternate speaker” setting is not retained after logging off the 3...
      • Applications configured to be managed by Shutters appear as unmanaged windows
      • Applications configured to open outside 3ComIPCC workspace behave unpredictably
      • Cannot view results of provisioning changes
    • Handling Voice Problems
      • Caller cannot hear the conversation
      • You cannot hear the caller
      • The 3ComIPContactCenter system disconnects a voice contact
    • Handling Email Problems
      • Sent an email message and it remained in the Outlook Express Outbox folder
      • Outlook Express closes unexpectedly
      • No longer receive voice message or callback contacts
      • Transferred e-mail, voice message, or callback contact does not escalate
      • Voice message link in e-mail message does not play voice message
    • Handling Web Collaboration Problems
      • Content in a 3ComIPCC Web Collaboration window is replaced byaWebpage
      • Microsoft Internet Explorer closes frequently
      • Web collaboration session is unexpectedly disconnected
      • Handling internal Web collaboration transfers
    • Handling 3Com IPCC Contact History Viewer Problems
      • Cannot see all the content in the 3Com IPCC Contact History Viewer window
  • Glossary

  • Index 

    • Numerics
      • 3Com Inbox folder 136
      • 3Com IPCC Administrator 26
      • 3Com IPCC Contact History Viewer 205 to 227
      • 3Com IPCC Desktop
      • 3Com IPCC Desktop (Continued)
      • 3Com IPCC Desktop toolbar 38
      • 3Com IPCC Real-Time Status Viewer
      • 3Com IPCC Reporter 25
      • 3Com IPCC Web Collaboration
      • 3Com IPCC Web Collaboration (Continued)
      • 3Com IPCC Workflow Builder
      • abandoned contacts 206
      • accessing voice messages
      • address list 110, 111
      • adjusting
      • administrative applications
      • Administrator user role 18
      • agent monitoring
      • agent personal statistics
      • agents
      • agents (Continued)
      • Agent user role 18
      • alarms
      • alerts, selecting node for which they are viewed 250
      • Alerts panel
      • alternate phone 17, 35, 58, 72
      • alternate speaker
      • answering
      • AOL, supported versions 183
      • Application feature set, about 20
      • application icons 48
      • application windows
      • Archive folders
      • attachments, inserting in e-mail messages 162, 163, 164, 165
      • automatically
      • Available state
      • barge-in feature, using 245
      • barging in
      • basic agent monitoring
      • browser versions that support Web collaboration features 182
      • browsing classification folders 141 to 144
      • bulletin bar
      • bulletin lists, viewing 62
      • bulletins 230
      • buttons, 3Com IPCC Desktop toolbar 39
      • call (phone)
      • callback contacts
      • callback contact types
      • callback media type 29
      • callback requests
      • caller information, viewing for Web collaboration 185
      • Caller information panel 179
      • callers
      • call on hold
      • call recording
      • calls
      • Calls field, Personal Status panel 57
      • calls waiting indicator 57
      • changing
      • chat transcript panel
      • claiming an e-mail message 145
      • classes of service 20
      • classification folders
      • classification folders (Continued)
      • classifications
      • Classification Statistics table 60
      • coaching
      • Coaching state 42
      • Common feature set, about 19
      • conference
      • conference calls
      • conference contact type 46
      • Connected, contact panel state 47
      • Connected state 43
      • consulting a supervisor 87, 164
      • Contact Handling feature set, about 19
      • Contact Handling Statistics table 60
      • Contact History Viewer
      • Contact ID field 217
      • contact panel
      • contact panel bar 39
      • contacts
      • contacts (Continued)
      • contact types 45
      • conversations, e-mail
      • countdown timer 83
      • creating
      • CRM application 49, 54, 86, 91
      • customer data, viewing on the contact panel 81
      • debrief contact type 46
      • deferred assistance
      • deleting
      • desktop components 37
      • Desktop feature set, about 19
      • Desktop Manager 38 to 40
      • desktop toolbar, about 38
      • DID number 123
      • direct inward dial (DID) number 123
      • disconnecting
      • disconnecting (Continued)
      • Drafts folder 136
      • e-mail
      • e-mail (Continued)
      • e-mail contacts 28
      • e-mail management system 22
      • e-mail media type 28
      • e-mail messages, forwarding 152
      • emergencies
      • emergency assistance, requesting 90
      • emergency notifications
      • emergency recordings
      • ending
      • entering wrap-up data 91
      • Escalated folder 136
      • Executive user role 18
      • expanded agent monitoring
      • external addresses sending e-mail to 165
      • external agents
      • external calls
      • external e-mail messages, replying to 168
      • external phone
      • feature sets 18 to 20
      • finding a message 143
      • folders
      • form fill 188
      • forwarding a message 152
      • frameset view, in online Help 66
      • Handle Id field 219
      • handling
      • headset
      • Help
      • highlighting text on Web pages 182, 189
      • hold
      • hyperlinks, inserting in e-mail messages 162, 163, 164, 165
      • icons
      • Idle reason, changing 79
      • idle request, issuing 79
      • Idle state
      • immediate assistance
      • immediately reconnect feature, described 72
      • inbound contact type 46
      • Inbox folder
      • incoming call ring, setting to alternate speaker 128
      • initiating
      • interactive voice response (IVR) 16
      • internal calls, making 109
      • internal contact type, about 46
      • IPCC Soft Phone
      • IVR (interactive voice response) 16
      • levels of assistance 16
      • listening
      • Logged Off state 43
      • logging off
      • logging on
      • Logon Node list 258
      • logon password, changing 70
      • Mail User Agent Assistant (MUAA) 22
      • management applications
      • Management feature set, about 19
      • manually
      • maximizing
      • media icons
      • Media Type field 218
      • media types
      • meet-me session
      • message list 138
      • messages
      • microphone volume, adjusting 127
      • Microsoft Internet Explorer
      • Microsoft Outlook Express
      • minimizing
      • modifying e-mail templates 170
      • monitoring
      • Monitoring state 43
      • MSN Explorer, supported versions 183
      • MUAA (Mail User Agent Assistant) 22, 23
      • muting
      • My Statistics 58
      • My Statistics tab 58 to 61
      • Netscape, supported versions 183
      • New Voice Call button 109
      • New Voice Call dialog box 110, 113
      • New Web Session dialog box 193
      • non-IPCC Soft Phone
      • Not Responding state 43
      • On Hold, contact panel state 47
      • on-hook, described 34
      • online Help
      • online Web forms 188
      • on-site users 17
      • opening
      • operating systems, supported for 3Com IPCC Web Collaboration 183
      • Origination Id field 218
      • outbound calls
      • outbound contact type, about 46
      • Outlook Express
      • page sharing, 3Com IPCC Web Collaboration 182, 187
      • Page sharing frame 179
      • Page sharing window 182
      • password
      • pausing while recording an agent 247
      • Pending folder
      • Pending Work field
      • personal folders
      • personal statistics, viewing 58
      • Personal Stats view 58
      • Personal Status panel 39
      • phone, when not the IPCC Soft Phone
      • Phone Controls window
      • playing
      • preview pane 139
      • provisioning changes cannot be viewed 262
      • Real-Time Status Viewer
      • receiving
      • recording
      • recordings
      • Recovering state 44
      • redialing
      • redirected contacts, handling 85
      • redirected contact type 46
      • red x on media icon 58
      • remote access codes
      • remote users
      • remote voice message access 123
      • replying
      • reply templates
      • Reply Templates folder 137
      • Report Emergency button 90
      • Reporter
      • resizing
      • responding to deferred-assistance e-mail messages 148
      • reviewing
      • Ring-Through feature set, about 19
      • roles 18
      • routed contacts 46
      • routed contact type 46
      • search criteria
      • searching
      • Select Phone Settings dialog box 35
      • self-service assistance, about 16
      • sending
      • Sent Items folder 136
      • Shared folders
      • sharing Web pages 187
      • short calls 206
      • Shutters
      • Soft Phone
      • sorting e-mail messages 144
      • speaker
      • starting
      • states
      • stopping
      • Strategic feature set, about 20
      • supervisor
      • supervisor (Continued)
      • supervisor-initiated recording
      • Supervisor user role 18
      • supported browsers for 3Com IPCC Web Collaboration 183
      • Sys folder 140
      • system alarms
      • System feature set, about 20
      • system messages
      • teams, about 17
      • team supervisors, capabilities 17
      • templates
      • Termination Id field 220
      • Text message panel 179, 182
      • text messages, exchanging 186
      • threads
      • thresholds
      • timer
      • tones heard by user 98
      • toolbar
      • tooltips 58
      • topic-only view, online Help 65
      • touch tones, generating 126
      • transcripts
      • transferring
      • Transfer to Classification dialog box 102
      • troubleshooting 257 to 271
      • troubleshooting (Continued)
      • unmanaged applications 54, 261
      • unrecognized contact type 46
      • user roles 18
      • users
      • user states
      • User State Statistics table 59
      • viewing
      • views, Personal Stats 58
      • voice 95 to 128
      • voice calls, recording by supervisors 246
      • voice media type 28
      • voice message media type 29
      • voice messages
      • volume control
      • WAV files
      • Web chat 182
      • Web collaboration
      • Web contacts
      • Web forms
      • Web media type 28
      • Web pages, sharing 187
      • Workflow Builder
      • workspace
      • wrap-up codes, entering 91
      • Wrap Up menu 81, 84, 91
      • Wrap Up state