CC-Gateway Emergency Connection Bar

Procedure

1. Log in to the CC-Gateway server and modify the configuration file.

   The configuration file is stored in /home/elpis/tomcat/webapps/agentgateway/WEB-INF/config/basic.properties. Change the value of SUPPORT_AGENT_FAULT_MODE to ON in the configuration file and wait for 1 minute for the hot loading of the configuration item to take effect.

2. Use the softphone number and password to log in to the OpenEye.

   

3. Log in to the CC-Gateway emergency connection bar.
   • Open a browser, enter https://IP address:Port number/agentgateway/resource/ccbar/index in the address box, and press Enter.
   • The IP address is the IP address of the CC-Gateway service. The port number is the HTTPS port number of the CC-Gateway service.

4. Enter the agent ID, password, and softphone number, and click Log In.
5. In the upper left corner of the emergency connection page, click to update the agent status.
   An agent can choose one of the following states:

   • If the agent needs to handle other businesses (for example, internal discussion), the agent can choose Work to enter the working state.
   • If the agent needs to handle other businesses (for example, providing services), the agent can choose Busy to enter the busy state.

     Table 1 describes the results of choosing Busy in different agent states.

     Table 1 Results of choosing Busy

     Agent State	Result
     Idle	The Busy state is entered successfully. The agent enters the Busy state.
     Work	The Busy state is applied for successfully. The agent enters the Busy state after exiting the Work state.
     Calling	The Busy state is applied for successfully. The agent enters the Busy state after ending the call.

   • If the agent finishes handling other businesses (for example, internal discussion), the agent can choose Exit Work or Idle to continue to answer calls from customers.
   • If the agent needs to take a break (for example, to drink water), the agent can choose Exit Work and does not answer calls from customers temporarily.

     Table 2 describes the results of choosing Rest in different agent states.

     Table 2 Results of choosing Rest

     Agent State	Result
     Idle	The Rest state is entered successfully. A dialog box is displayed, showing the rest start time. The agent enters the Rest state after clicking OK.
     Work	The Rest state is applied for successfully. A dialog box is displayed, showing the rest start time. The agent enters the Rest state after exiting the work state.
     Calling	The Rest state is applied for successfully. A dialog box is displayed, showing the rest start time. The agent enters the Rest state after ending the call.

6. In the upper left corner of the emergency connection page, click to view information about the current agent.
7. When a call comes in, the softphone of the agent rings, and the call is automatically connected. The agent can also click Answer before the call is automatically connected.

   

8. After a call is connected, the agent can perform the following operations:
   • Hold or unhold a call.

     To make another call (for consultation or discussion), click to hold the current call and stop voice transmission. The agent and customer cannot hear each other, and the customer hears the call hold tone.

     After the consultation or discussion ends, click to unhold the call and resume voice transmission.

   • Mute or unmute a call.

     Click to mute the call so that the customer cannot hear the agent, but the agent can hear the customer.

     Click to unmute the call so that the agent and customer can hear and talk with each other.

   • Transfer a call.
     1. Click to open the page for transferring a call.
     2. Select a third party to which the current call needs to be transferred. The third party can be a skill queue, an agent, or an IVR.
     3. Click OK.
   • Transfer out a call.
     1. Click to open the page for transferring a call.
     2. Select a third party to which the current call needs to be transferred, that is, an external number, and select a transfer type.
     3. Click OK. The agent can transfer the current call to a third-party expert.
   • Initiate an internal help request.
     1. Click to open the page for making an internal help call.
     2. Configure an internal help call.
        • Help-seeking object: The agent can seek help from a skill queue or an agent.
        • Help-seeking type
          • Two-party help-seeking: The call with the customer is held, and the current agent and requested agent are in a call. If the requested agent releases the call, the current agent continues to talk with the customer.
          • Three-party help-seeking: The customer, current agent, and requested agent are in a call. If any party releases the call, the call continues between the other two parties.

            An agent can make an internal help call to a specified agent or a skill queue. If a skill queue is requested, the system specifies an agent.

     3. Click OK. An agent can make an internal help call to another agent during a call with a customer.
   • Connect a held call.

     During a voice call with a customer, click to hold the call, call a third party, and connect the held call to the third party.

   • Make an internal call.
     1. Click to open the page for making an internal call.
     2. Select an agent in idle state based on the agent ID.
     3. Click OK. When agents (including inspectors) need to communicate with each other, they can make internal calls to each other.
   • Make a three-party call.

     During a voice call with a customer, click to call a third party (agent or external expert) to join the call. In this way, a three-party call is set up and the three parties can communicate with each other.

     During a call with a customer, an agent holds the call, calls an external phone, and clicks Third Party. In this way, the agent starts a three-party call with the customer and external phone.

   • Make an outbound call.

     Click , enter an outbound number, and click . If an agent needs to call back a customer or perform proactive marketing, the agent can specify a customer number and manually make an outbound call.

   • Set call-associated data.
     1. Click to open the page for configuring call-associated data.
     2. After call-associated data is configured, click OK. An agent can configure call-associated data during a voice call.
   • Query call information.

     Click to open the call information page. An agent can view the calling number, called number, media type, and call-associated data of the current call.

9. After the current call ends, click to release the call and enter the idle state.
10. After finishing work, click to sign out of the current agent account.