Using uAgent

Windows
Supervisor Series
Altitude uCI 7.1
uAgent Windows is an agent application that allows contact center agents to
handle call, email, and Web collaboration interactions.
To start receiving interactions, agents must log in, open the assigned campaigns, and become ready.
Agents handle inbound and outbound calls. Agents can extend calls to the
team supervisor, to another agent, or place calls on hold to request help.
Agents receive, send, and pick up emails from the campaign queue.
Agents use the uAgent Windows default email editor to send and receive
emails without a script.
Agents use Web collaboration to chat with customers and to complement phone conversations. Agents can add customers to an existing Web
session and share the Web collaboration with other agents.
Agents can collaborate with customers using page pushing, browser sharing, or form sharing. Page pushing allows agents and customers to send
URLs. Form sharing synchronizes the page of the agent and the customer, allowing the agent and the customer to perform operations, such as entering
information, and view the same information on the page at the same time.
Browser sharing uses NetMeeting to allow customers and agents to share
browsers.

Altitude Software
Tel. +351-21-4129800
Fax. +351-21-4129890
[email protected]
www.altitude.com

Released: November 2004

About this Document

This document is aimed at supervisors that must teach agents how to use
uAgent Windows.
Contents
About this Document.................................................................................................................... 2
1. Working with uAgent Windows ........................................................................................ 2
2. Handling Calls................................................................................................................................ 6
3. Handling Emails ..........................................................................................................................11
4. Handling Web Chats and Web Collaborations .......................................................15
5. Troubleshooting.........................................................................................................................20
Further Information.......................................................................................................................22
Feedback on this Document....................................................................................................22

1. Working with uAgent Windows

uAgent Windows is an agent application that allows contact center agents to
handle call, email, and Web collaboration interactions. Agents must log in,
open the assigned campaigns, and set themselves ready to start receiving interactions. Agents set themselves not ready to stop receiving interactions, for
example, to take a break or to log out at the end of the working shift. The
contact center manager can choose to disable some or all icons in the uAgent Windows toolbars.
Getting started
On the Windows menu Start, agents select Programs and then click Altitude uAgent Windows to display the uAgent Windows main window below.

to log in and enter the following information:

Then, agents click the icon
Username
Login name of the agent as defined on uSupervisor.

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Password
Extension

Password of the agent as defined on uSupervisor.

Optional. Extension number of the agent. Agents must enter the extension number to handle calls.

If your contact center is multisite, and the parameter Default site is cleared,
agents must choose the site of the campaign. Agents select the site and then
click the button Select, as shown below.

After agents log in, uAgent Windows displays information about the agent,
the campaigns assigned to the agent, and the sessions being handled by the
agent.

The agent information area displays information about the agent, namely the
agent name, site, extension, and state. Agents have the following states on
uAgent Windows:
Logged
The agent is logged in.
Ready
The agent is ready in a campaign.
Idle
The agent is not handling an interaction.
Wrap-up
The agent is doing administrative work related to an interaction.
Busy
The agent is busy handling an interaction.

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In the example above, agent Mary Smith is logged in at extension 5247. Mary
is logged in and ready to work. The state of agent Mary is Busy because the
agent has just received an email interaction.
Agents may log in without an extension number. However, agents can set
or change the extension number at any time. To set or change the extension number, agents must ensure that all campaigns are closed.
To set or change the extension number, agents must ensure that all campaigns are closed. Then, agents click the button Change at the extension
window and, in the dialog box below, enter the extension.

to log out, and then, on the menu

To stop working, agents click the icon
File, click Close to exit uAgent Windows.
Working in campaigns
The campaigns area of the uAgent Windows main window displays all the
campaigns assigned to agent and the state of the agent in each campaign as
follows:
Campaigns are open or closed
Agents are ready or not ready in the open campaigns.
In the example below, the state of the campaigns assigned to the agent is
Open. However, the agent is ready only in the campaign customer_service.

Agents open in a campaign can use the campaign script, for example to receive interactions extended from other agents in the same campaign. Agents
can also start a script if the campaign is open. For example, agents that perform back-office work may need to run campaign scripts without setting
themselves ready in the campaigns.
Agents use the following icons:
Opens the selected campaign.
Closes the selected campaign. Agents must close all open
session windows for a campaign before closing the campaign.
Agents ready in a campaign can receive inbound and outbound interactions.
Agents use the following icons:
Sets the agent ready in the selected campaign. If necessary,
opens the campaign.

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Sets the agent not ready in the selected campaign. If necessary, asks for the not ready reason, as shown below.
On some telephony switches, the agent is ready or not ready in all the campaigns that share an ACD group.
Agents setting themselves not ready must select a not ready reason and
click OK.

Not ready reasons help supervisors to manage agents. The not ready reasons are configured on uSupervisor. uSupervisor displays all the not ready
reasons used by an agent on the agent log.
uSupervisor can also trigger alarms for agent not ready reasons. For example, supervisors can configure an alarm for agents taking a break for more
than the allowed time. If the agent is not back to work within the allowed
break time, uSupervisor triggers the alarm. Supervisors can view the triggered
alarm on the floor plan, the agent status page, and so on.
The Assisted Server automatically sets agents not ready in the following
situations:
Agents did not accept an interaction within the RONA (redirect on no
answer) timeout.
Agents did not receive an interaction due to an error in the telephony
gateway.
The telephony gateway failed to set the agent ready on the telephony
switch after the agent finished the wrap-up work.
. To set
To set ready in all campaigns at one time, agents click the icon
not ready in all campaigns at one time, agents click the icon .
To quickly stop working, agents click the icon
to set themselves not
ready in all campaigns. Then, agents must ensure that all session windows are
closed and click the icon
. Finally, on the menu File agents click Close to
exit uAgent Windows.
Viewing the messages of the day
The messages of the day convey information or instructions to agents.
Supervisors can set messages of the day for instances, campaigns, teams, and
agents.
To view the message of the day for the instance, agent, and team,
in the uAgent Windows toolbar.
agents click the icon
To view the message of the day for the open campaigns, agents click
the icon
in the campaigns area.

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Changing the password

For security reasons, agents should change the password periodically.
To change the password, agents select Set password from the uAgent
Windows menu command Main and then enter the following information:
Old Password
Enter the password used to log in.
New password
Enter the new password to replace the old
password.
Repeat new password
Enter the new password again to confirm the
password.

Customizing the initial tasks

Contact center managers can customize how agents start working. The
following parameters, configured on uSupervisor, define whether agents
must open the assigned campaigns and are allowed to change the default
site. Contact center managers can also set messages of the day for the
instances, campaigns, teams, and agents.
If the parameter Auto campaign open is checked, uAgent Windows
automatically opens the campaigns assigned to the agents when agents log in.
Otherwise agents must open the campaigns manually.
If the parameter Default site is checked, uAgent Windows displays the
site where agents are working when agents log in. Otherwise, agents must
select a site. Agents can be allowed to change the default site. Contact center managers configure the parameter Default site on the uSupervisor instance notebook User applications.
Contact center managers can set messages of the day for instances, campaigns, agents, and teams. On uSupervisor, select the notebook Management of the instance, a campaign, or an agent to set the message of the day
for each entity. For teams, select the team in the outline and then set the
message of the day in the tab Message of the day.

2. Handling Calls
This section explains the uAgent Windows call operations. The contact center manager can choose to disable some or all icons.
Agents handle inbound and outbound calls. Agents can also make noncampaign calls. Agents can extend calls to the team supervisor, to another
agent, or place calls on hold to request help.

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Handling inbound calls with an associated campaign

For calls associated with the campaign, the sessions area displays the following:
The number of the session.
The name of the campaign script of the session.
The phone number of the call.

When a call arrives at the agent workstation, the agent clicks the icon
to
accept the call. The session window pops up at the agent workstation, as
shown below. The session window contains the campaign script and, optionally, the uAgent Windows toolbars. The session window contains the same
icons as the sessions area of uAgent Windows. The campaign script guides
the agent through the interaction.

Handling inbound calls without an associated campaign

If the call is not associated with the campaign, the sessions area displays only
the phone number of the caller, as shown below.

When a call arrives at the agent workstation, the agent clicks the icon
to
accept the call. If the agent does not accept the call, the Assisted Server sets
the agent not ready. Then, the agent does one of the following operations:
Handle the call using the toolbar of the sessions area.
Click the icon

to run a script for the call.

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Making manual calls

Agents can make campaign and non-campaign calls. For example, agents may
need to call a customer regarding an email enquiry made by the customer or
make personal calls.
in the session window or the uATo make calls, agents click the icon
gent Windows main window. Then, agents enter the phone number to dial,
as shown below:

Handling a wrong call

When a call reaches the wrong customer or the customer is not available at
that time, agents typically do the following:
1. Optionally reschedule a call for customers that were not available.
2.

Click the icon

to hang up the phone call.

3.

Click the icon

to discard the campaign script and end the session.

To schedule a call, agents click the icon

to open the dialog box below.
Then, agents enter the following information:
Date
The date to call the customer.
Time
The time to call the customer.
Agent
Optional. The name of the agent to handle the call.
Priority
Optional. A variation (positive or negative) in the priority of
the contact. The number of priorities impacts the performance of the contact center. Campaigns should not have
more than 10 different priorities.
Phone
Phone number to call. Agents can leave the phone number
empty to use the phone number defined by the dial rule of
the customer.

Ending a call
After talking to the customer, agents must hang up the call, complete any
wrap-up work, and end the session. The wrap-up is the time that agents
have to complete the administrative work after handling a call. The Wrap-up
time is configured for each campaign.
to end the call and automatically enter the wrapAgents click the icon
up time, allowing agents to complete any administrative work. The wrap-up
time can end as follows:
The agent finishes the administrative work. The agent clicks the icon
to end the session and receive the next interaction.
The agent decides to postpone the administrative work. For example,
the agents may decide to complete the administrative work at the end
of the day because the administrative work will take some time. The

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agent clicks the icon

to end the wrap-up. The session window remains open and the agent receives the next interaction.
The agent cannot complete the administrative work within the configured wrap-up timeout. The session window remains open, but the
agent receives the next interaction.
Recording calls
Agents may record calls to recall important information later or use the calls
in training lessons. Agents use the following icons:
Click to start recording the conversation with the customer.
Click to stop recording the conversation with the customer.
Supervisors may use uSupervisor to record all calls of an agent or all calls of
a campaign.
Placing a call on hold
Agents can place a customer call on hold while asking for help from another
agent.
To place a call on hold, agents click the icon
agent. Then, agents click the icon
customer again.

and talk to the other

to retrieve the call and speak to the

Getting help from the team supervisor

If an agent cannot deal with a call, the agent can request help from the team
supervisor. The agent can extend the call or dial the supervisor extension.
Extending the call places the customer call on hold while the agent speaks
to the supervisor. If the agent is in wrap-up, that is, not talking to a customer,
the agent dials the supervisor extension to request help.
. After
To extend a call to the team supervisor, agents click the icon
talking to the team supervisor, agents can do one of the following operations:
Click the icon
tomer again.

to retrieve the customer call and speak to the cus-

Click the icon

to transfer the call to the extension of the team supervisor. The customer speaks to the supervisor and agents see the call
as disconnected. After transferring a call, agents must end or discard the
script.
to start a conference call with the customer and the
Click the icon
team supervisor. During the conference call, the customer, the agent,
and the supervisor participate in the conversation.
For contact centers using Nortel switches, agents must select the purpose of
the operation Extend. Agents extend the call with the following purposes:
For transference
For conference.
Extending a call to another agent
Agents can extend a call to another agent to request help. Agents extend
the call to place the customer on hold while talking to the other agent.
to open the
To extend the call to another agent, agents click the icon
dialog box below. Agents enter the name or number of the extension of the
agent to call and click OK.

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After talking to the other agent, agents can do one of the following:
Click the icon
tomer again.

to retrieve the customer call and speak to the cus-

Click the icon

to perform an assisted transfer to the other agent.
An assisted transfer ensures that another agent always picks up the
transferred call. The customer speaks to the other agent and the agent
that first spoke to the customer sees the call as disconnected. After
transferring a call, agents must end or discard the script.
to start a conference call with the customer and the
Click the icon
other agent. During the conference call, the customer and both agents
participate in the conversation.
For Nortel switches, agents must select the purpose of the operation Extend. Agents extend the call with the following purposes:
For transference
For conference.
Blind transferring calls
Agents blind transfer calls to ACD groups to forward the call to another service.
to open the dialog box
To blind transfer a call, agents click the icon
below. Agents enter the number of the extension or the name of the agent
to call, the name of the campaign, and click OK.

After transferring a call, agents typically discard the campaign script. Discarding the script does not save any information regarding the interaction. Agents
to discard the script, and then click Yes to confirm the
click the icon
script discard.
Agents should not use blind transfer to transfer calls to other agents. If
agents blind transfer the call to a specific agent and the agent does not answer, the customer hears a ringing tone and the call is lost. To ensure that an
agent is always available to handle the call, agents must first extend the call.
Agents should not use blind transfer to transfer calls to other
agents.
Interacting with an IVR
Agents can use DTMF (dual tone multiple frequency) tones while handling a
call. For example, agents use DTMF tones in outbound calls to answer to the
commands of an IVR.
To use DTMF tones, agents click the icon
as shown below:

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and then click the numbers,

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Customizing how agents handle calls

Contact center managers can customize how agents handle calls. The
parameters below, configured on uSupervisor, define how agents handle
calls.
If the parameter End wrap-up is checked, agents can end the wrap-up
before the configured wrap-up time ends. Therefore, if agents finish the
work related to the interaction earlier than the time defined for the wrap-up
to end, agents click the icon End wrap-up and start receiving interactions. If
the parameter is cleared, agents must wait until the wrap-up time ends to
receive a new interaction.
If the parameter Data on alerting is checked, the script pops up at the
agent workstation as soon as the interaction is delivered to the agent. For
example, data on alerting is useful to agents new to the contact center because agents view the script that guides the interaction with the customer
before talking to the customer. If the parameter is cleared, the script starts
only after the agent accepts the call.
If the parameter Accept is checked, a telephony session starts the moment that the telephony gateway delivers the call. Agents cannot choose
whether or not to handle the email. If Accept is enabled, the call is delivered to the agent at the same time as the script.
Contact center managers can choose to disable some or all icons. However, some icons depend on other icons to work.
The icon Extend must be enabled for the agent to perform the following
operations:
Conference
Assisted transfer.
The icon Retrieve must be enabled for the agent to perform the following
operations:
Hold
Extend.
The icon Hang up should also be enabled even if all the other buttons in
the toolbar are not. For example, if something happens to the script, agents
click the icon to end the call.

3. Handling Emails
This section describes the email operations supported by uAgent Windows.
The contact center manager can choose to disable some or all icons.
Agents can receive, send, and pick up emails from the campaign queue.
Agents can send and receive email with or without a campaign script. uAgent
Windows opens an email editor that allows agents to send and receive email
without using a script.
Handling inbound emails with a campaign script
If uAgent Windows is configured to handle emails with a campaign script, the
sessions area displays the following information:
The number of the session.

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The inbound email interaction, identified by the email subject.

The name of the campaign script of the session.

Then, the agent clicks the icon

to accept and to view the email. If the
agent does not accept the email, the Assisted Server sets the agent not
ready.
A session window pops up at the agent workstation. The session window
contains a script and, optionally, the uAgent Windows toolbars. The session
window contains the same icons as the sessions area of the uAgent Windows main window. The campaign script guides the agent through the interaction.
Handling inbound emails without a campaign script
If uAgent Windows is configured to handle emails without a script, the sessions area displays only the subject of the email, as shown below.

Then, agents click the icon

to accept and to view the email. uAgent Windows opens the email in the default email editor as shown below.

Agents use the following icons to reply to the email:

Replies to the sender of the email.

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Replies to the sender and to all the other recipients of the

email.
Forwards the email to other recipients. For example, if the
agent cannot answer a question of the email, the agent
forwards the email to the person that can handle the request of the customer.
If the email contains attachments, agents open or save the attachments using
the following icons:
Opens the selected attachments. Agents click the icon to
view the contents of the attachment.
Saves the selected attachments. Agents click the icon to
save the contents of the attachment.
Sending emails
Agents send emails to reply to customers and complement a phone
conversation or a Web collaboration. Agents send email as follows:
If uAgent Windows is configured to handle emails with a script, a window with the email pops up at the agent workstation. The script may
already have data that the agent can use to complete the email, such as
information about the receiver or parts of the body of the email.
is enabled, agents click the icon to open the de If the toolbar icon
fault email editor and compose the email, as shown below.

Optionally, agents click the icon

agents click the icon

to add attachments to the email. Finally,

to send the email.

Picking up an email from the campaign queue

Agents may be talking to a customer and need to read an email already sent
by the customer to complement the phone conversation. To pick up the
email in the campaign queue, the campaign must be open.
To pick up an email, agents click the icon
to view the emails in the
campaign queue. Agents can filter the emails in the campaign queue using
the following fields:
Id
Identifier of the email on the database. Agents can ask the
customer for the number on the auto-acknowledge email.
From
Name of the customer that sent the email.

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Date
Subject
Campaign

Date when the customer sent the email.

Topic of the email. For example, information about a mobile phone.
Name of the open campaigns.

Agents can use the button Preview to view the contents of the email without removing the email from the campaign queue. For example, agents view
the contents of an email to ensure that the email to pick up is the right
email.
If agents pick up the email from the campaign queue, a new session window opens for the selected email.
Transferring an email to another agent
If agents cannot deal with an email, agents can transfer the email to another
agent.
. Then, in the dialog box beTo transfer an email, agents click the icon
low, agents enter the name of the agent to transfer the email and, optionally,
the name of the campaign.

After transferring the email, agents typically discard the campaign script.
Agents click the icon
the script discard.

to discard the script, and then click Yes to confirm

Ending an email
After handling the email, agents click the icon

to end the session.

Customizing how agents handle email

Contact center managers can customize how agents handle emails. The contact center manager can choose to disable some or all icons. The following
parameters, configured on uSupervisor, define how agents handle email.
If the parameter Data on alerting is checked, the script pops up at the
agent workstation as soon as the interaction is delivered to the agent. For
example, data on alerting is useful if an agent receives an email that does not
know how to handle. If the agent is able to view the contents of the email
before accepting the email, the agent can decide not to handle the email and
the email is delivered to another agent. If the parameter is cleared, the script
starts only after the agent accepts the email interaction.

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If the parameter Script on email or Web collaboration is checked, agents

handle emails with the help of a script. If the parameter is cleared, uAgent
Windows opens the default email editor that allows agents to handle emails.
If the parameter Accept is checked, an email session starts the moment
that the email gateway delivers the email. Agents cannot choose whether or
not to handle the email.

4. Handling Web Chats and Web Collaborations

This section describes the Web collaboration and Web chat operations supported by uAgent Windows. The contact center manager can choose to disable some or all icons. The tasks below assume that all icons in the toolbars
are enabled.
Agents use Web chat to chat with customers and to complement phone
conversations. Agents can add customers to an existing Web session and
share the Web collaboration to add other agents to the Web collaboration
session. Agents and customers can view and save the full history of the Web
chat.
Agents can use Web collaboration to share browsers or to share forms
with customers. Browser sharing uses NetMeeting to allow customers and
agents to share browsers. Form sharing synchronizes the page of the agent
and the customer, allowing the agent and the customer to perform operations, such as entering information, and view the same information on the
page at the same time. Agents or customers can initiate browser sharing or
form sharing.
Handling Web collaborations with a campaign script
If uAgent is configured to handle Web collaborations with a campaign script,
the sessions area displays the following information:
The number of the session.
The Web collaboration, identified by the URL.
The name of the campaign script of the session.

to accept the collaboration.

Then, the agent clicks the icon
A session window pops up at the agent workstation. The session window
contains the chat window and everything else configured for the script. The
session window contains a script and, optionally, the uAgent Web toolbars.
The campaign script guides the agent through the interaction.
Handling Web collaborations without a campaign script
If uAgent is configured to handle Web collaborations without a campaign
script, the sessions area displays only the URL of the Web collaboration, as
shown below.

to accept the collaboration. uAgent opens

Then, the agent clicks the icon
the session window containing the chat window only, as shown below.

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Customers joining a session

Agents can add customers to an existing session. To add a customer to a
session, agents do the following:
Invite other customers to join a Web collaboration session. For example, a customer has a question already being discussed in a session.
Recover a Web collaboration session to guide customers back into the
session. For example, the customer closes the browser window by mistake.
To recover a session or invite a customer, the agent provides the identifier
of the session to the customer. The identifier of the session is located in the
upper right corner of the chat window, as shown below.

To start collaborating, the customer enters a username and the identifier of

the Web collaboration session on the Altitude Collaborator page Contact
us. Then, the customer clicks Join session to join the agent and other customers in the same session.

Chatting
Agents use Web chat to chat with customers and to complement phone
conversations. Agents can insert common expressions and common answers
to subject-related problems into messages. The chat window displays the
conversation of the customer and the agent, as shown below.

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To start chatting, agents type the message and click the button Send message.
To insert a common expression to a chat message, agents select the expression from the drop-down list box as shown below.

Sharing a Web collaboration

Agents can share the Web chat or the Web collaboration to add another
agent to the session.
To share a Web chat or a Web collaboration, agents click the icon .
Then, in the dialog box below, agents enter the name of the agent to extend
the Web collaboration and the name of the campaign.

After sharing the Web collaboration or the Web chat, both agents and the
customer chat to each other.
Placing a customer on hold
Agents can place a customer on hold while chatting with other customers or
agents.
To place a customer on hold, agents select the customer to place on hold
from the list User list and click the button Put on hold, as shown below:

The state of the Web collaboration of the selected customer changes to on

hold and agents can chat with other agents or customers.
To bring back the customer to the chat, agents select the customer on
hold from the list User list and click the button Retrieve, as shown below.

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Sending files
Agents can send files to customers while chatting.
To send files, agents click he button Send file in the chat window to open
the dialog box below.

Then, agents click the button Browse to find the file to send to the customer and click Send file.
The customer receives a dialog box asking to download the file. After accepting the file, a page with the contents of the file opens at the browser of
the customer.
Ending a Web collaboration
To end a Web chat or Web collaboration, agents click the icon
the session.

to end

Viewing and sending the Web chat history

Agents and customers can view and save the full history of the Web chat.
The full history displays the text of the Web chat, together with the times
when participants entered and left the chat.
To view the Web chat history, agents click Get chat transcript after ending a Web collaboration, as shown below.

The chat transcript downloads to a text file allowing agents or customers to

view the history of the Web chat, as shown below.

Sharing browsers
Browser sharing uses NetMeeting to allow customers and agents to share
browsers. Agents or customers can initiate browser sharing form the chat
window. However, while sharing browsers agents and customers cannot
chat. If the agent starts browser sharing, the page opens at the browser of
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the customer, if the customer requests browser sharing, the page opens at
the browser of the agent.
To share the pages open at the browser, agents or customers click the
button Start sharing, as shown below. The button changes to Stop sharing
when the browser is being shared. The NetMeeting window opens and displays all the windows opened on the computer of the customer or the
agent.

To stop sharing browsers, agents or customers click the button Stop sharing.
After customers initiate browser sharing, agents can request control of the
browser to help the customer perform operations, such as filling forms.
To request control of the browser, agents click Request control from the
menu command Control in the NetMeeting window. Agents must wait for
the customer to accept the request to control the browser to navigate or fill
forms on the site for the customer.
If the customer performs any operation while the agent has control of the
browser, the agent immediately loses the control of the customer browser.

To return the control of the browser to the customer, agents click Release
control from the menu command Control .

If agents cannot deal with the problem of the customer, agents can give the
control of the browser to another agent. To give control of the browser,
agents extend the Web collaboration to the other agent.
To extend a Web collaboration, agents click the icon . Then, in the dialog box below, agents enter the name of the agent to extend the Web
collaboration and the name of the campaign.

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Finally, agents click Forward control from the menu command Control.

Sharing forms
Agents or customers can initiate form sharing. Form sharing synchronizes the
page of the agent and the customer, allowing the agent and the customer to
perform operations, such as entering information, and view the same information on the page at the same time. Agents can also help customers to fill
forms on the Web site.
To share forms, agents and customers open the browser at the page to
share and click the button Start sharing, as shown below. The button
changes to Stop sharing when the browser is being shared. The agent and
the customer then view the same page. The customer must accept the request to share forms.

To stop form sharing, agents or customers click the button Stop sharing.
Customizing how agents handle Web collaborations
Contact center managers can customize how agents handle Web collaborations. The following parameter, configured on uSupervisor, defines how
agents handle Web collaborations.
If the parameter Data on alerting is checked, the Web collaboration pops
up at the agent workstation as soon as the interaction is delivered to the
agent. For example, data on alerting is useful if an agent receives a collaboration request that the agent does not know how to handle. If the agent is able
to view the contents of the Web collaboration before accepting the Web
collaboration, the agent can decide not to handle the Web collaboration. If
the parameter is cleared, the script starts only after the agent accepts the
Web collaboration.
If the parameter Script on email or Web collaboration is checked, agents
handle Web collaborations with the help of a script. If the parameter is
cleared, uAgent Web opens a browser window for Web collaborations
without a script.
If the parameter Accept is checked, a Web collaboration session starts
the moment that the Collaborator gateway delivers the Web collaboration.
Agents cannot choose whether or not to handle the Web collaboration.

5. Troubleshooting
If agents run into problems using uAgent Windows, you can look for an answer in this section.

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Agents cannot log in

If an agent cannot log in, check that the agent:
Entered the correct username and password.
Entered the login information in the correct case. That is, the Caps
Lock key is not on.
Has the correct extension and site for the workstation.
Agents forgot the password
If an agent forgot the password, do as follows:
Use uSupervisor to change the password of the agent.
Send the new password to the agent.
Ask the agent to log in using the new password.
Agents cannot change the extension
If an agent cannot change the extension, ensure of the following:
All the campaigns assigned to the agent are closed.
Agents cannot log out
If an agent cannot log out, ensure of the following:
The agent is not ready.
All the sessions of the agent are closed.
Agents cannot set themselves ready
If agents cannot set themselves ready, ensure of the following:
The agent is logged in.
The agent opened the campaign.
Agents do not have assigned campaigns
If an agent does not have assigned campaigns, do as follows:
Ensure that the campaign is open.
Use uSupervisor to assign the agent to one or more campaigns.
Agents cannot receive interactions
If an agent cannot receive interactions, do as follows:
Ensure that the agent is ready in the campaign.
Ensure that the agent is assigned to a campaign.
Ask the contact center manager to ensure that the configuration of the
campaign is valid.
An agent received a phone call, but another agent has the script
If an agent received a phone call but another agent has the script, one of the
agents has logged in at the wrong extension.
Use uSupervisor to ensure that the agent is logged in using the right extension.
Agents cannot see the toolbar
Contact center managers can customize the toolbar and restrict the operations available to handle interactions. Agents cannot see the toolbar if the
contact center manager chose to disable the toolbar on uSupervisor.
Agents cannot see the status bar
Contact center managers can customize the status bar and restrict the operations available to handle interactions. Agents cannot see the status bar if
the contact center manager chose to disable the status bar on uSupervisor.
Agents do not have all the toolbar buttons
Contact center managers can customize the toolbar and restrict the operations available to handle interactions. The restricted operations disappear
from the menu and the toolbar.

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Agents cannot find the collaboration window

Agents may have problems finding the collaboration window if, for example,
agents have many windows open. Agents can click the icon
in the session
toolbar to bring the collaboration window to the front.

Further Information
Supervisors may be interested in the following related documents:
Explains how to start and use uSupervisor.
Using uSupervisor
Describes how to monitor campaigns.
Campaign Monitoring
Describes how to monitor agents.
Agent Monitoring
Describes the taks that agents can perform
Using uAgent Web
using uAgent Web.

Feedback on this Document

Please send comments on this document to [email protected]
stating the reference sup-uagent-win.71.041126 in the subject field.

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