monitoring purposes. The recording will be held locally against the agent. SEARCHING FOR NUMBERS in SAP Contact Centre Click directory Leave the search field blank (as shown below) or type in the name/part of the name of the person you’re looking for with an * and select the binoculars Click the desired contact you wish to call and this will pre populate the dial box and indicate if that person is logged into SAP Contact Centre or not (see next page for examples); ITEAM on telephony dutY – Before an agent can accept a call they must make themselves available by selecting the button in ‘ready’ CRM Log in to the CRM System Note: use the I team’ role ‘Agent Note/Warning: If you are working back office (usually logged in as role) and asked to log into a telephony ‘inbox’ queue to help cover you will need to remember to return to the Enquirer ID screen to accept each new call. With this in mind it may be easier to log off that role and back in as Z_IC_Agent when helping with telephony) iTeam Assistants on telephony duty logging off at 17.00 when logging out at the end of the day, you must ensure – that you are ticked out of all queues at 17.00 even if you are still on a call or in up’. A status of ready’ ‘wrap ‘not alone is not enough to invoke the correct IVR message to any customer(s) waiting. Note: If you select ready’ alone, and are on a call at 16.58 which takes five minutes to complete then one minute ‘not up’ time, any customer waiting would only receive the closed message at 17.04 instead of 17.00 ‘wrap TELEPHONY BUTTONS in CRM/FUNCTIONALITY
monitoring purposes. The recording will be held locally against the agent. SEARCHING FOR NUMBERS in SAP Contact Centre Click directory Leave the search field blank (as shown below) or type in the name/part of the name of the person you’re looking for with an * and select the binoculars Click the desired contact you wish to call and this will pre populate the dial box and indicate if that person is logged into SAP Contact Centre or not (see next page for examples); ITEAM – on telephony dutY Before an agent can accept a call they must make themselves available by selecting the ‘ready’ button in CRM Log in to the CRM System Note: use the ‘Agent I team’ role Note/Warning: If you are working back office (usually logged in as ‘inbox’ role) and asked to log into a telephony queue to help cover you will need to remember to return to the Enquirer ID screen to accept each new call. With this in mind it may be easier to log off that role and back in as Z_IC_Agent when helping with telephony) iTeam Assistants on telephony duty logging off at 17.00 – when logging out at the end of the day, you must ensure that you are ticked out of all queues at 17.00 even if you are still on a call or in ‘wrap up’. A status of ‘not ready’ alone is not enough to invoke the correct IVR message to any customer(s) waiting. Note: If you select ‘not ready’ alone, and are on a call at 16.58 which takes five minutes to complete then one minute ‘wrap up’ time, any customer waiting would only receive the closed message at 17.04 instead of 17.00 TELEPHONY BUTTONS in CRM/FUNCTIONALITY
iTeamLoggingonSAPContactCentre_CRM.docx