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--- en:newbie:quick_start [2013/02/10 06:00]
solo [坐席功能]
+++ en:newbie:quick_start [2017/12/12 03:05] (current)
@@ Line 1: / Line 1: @@
-====== asterCC 1.2-beta Quick Start Manual ======
+====== asterCC Quick Start Manual ======
 ===== Quick Start =====
@@ Line 6: / Line 6: @@
   * After installation, enter the server ip in your broswer, such as: http://192.168.1.110, 192.168.1.110 is the IP of astercc server, the default system administrator user & password is  admin and admin.
     * we suggest that user use FireFox or Chrome browser.
-{{:en:newbie:login_admin.jpg?&650|}}
-  * When it's your first login, it will prompt to select the default language
+{{:en:newbie:login_admin.png?650|}}
+  * When it's your first login, it will do initialization
+{{:en:newbie:init.png?650|}}
+  * then it will prompt to select the default language
 {{:en:newbie:init_language.jpg?&650|}}
@@ Line 43: / Line 45: @@
   * Agent must belong to one agent group for work, go to [User] -> [Agent Groups], click [Add]
-{{:en:newbie:agent_group_1.jpg?&650|}}
+{{:en:newbie:agent_group_add.png?650|}}
   * Click [Add Agent], we will add all five agents to this agent group, click [Select Add]
-{{:en:newbie:agent_group_2.jpg?&650|}}
+{{:en:newbie:agent_group_agents.png?650|}}
   * Click [Add], it will move all agents into the agent group, we check [group admin] for 5000, 5001.
-{{:en:newbie:agent_group_3.jpg?&650|}}
+{{:en:newbie:agent_group_agents_save.png?650|}}
     * When it's saved, it will prompt if you want to add a queue by system, the agent group only work with a queue, so we click [Add queue by system automaticly]
-{{:en:newbie:agent_group_4.jpg?&650|}}
+{{:en:newbie:agent_group_save.png?650|}}
     * When it's done, we also need click the bar to apply the changes.
@@ Line 151: / Line 153: @@
 {{:en:newbie:portal_inbound_ringing_app.jpg?650|}}
 ===== Agent Functions =====
-==== 漏话管理 ====
+==== Missed Calls ====
-漏话管理中，坐席可以看到漏接的电话(即通话进入队列后没有被任何坐席处理)。
+Agent could see all missed calls in this page (A missed call is that call reachs a queue, but never answered by any anget), they can call back or create a workorder.
 {{:en:newbie:portal_missed_calls.jpg?650|}}
@@ Line 160: / Line 162: @@
 {{:en:newbie:portal_cdrs.jpg?650|}}
-==== 暂停 ====
+==== Pause ====
-坐席暂停服务时可以选择暂停原因，暂停原因和合计时间都会出现在统计报表中。
+When agent want to have a pause, they can click [Pause] icon, select a reason, the pause duratoin and reason will appear in agent statistics report
 {{:en:newbie:portal_pause.jpg?650|}}
-==== 提醒 ====
+==== Messages ====
-坐席提醒用于显示系统内的各种消息日程，当有新消息时，提醒图标将闪烁。
+Messages is used to display all messages, calendar in this system, when there comes a new message, the icon will blink
-{{:en:newbie:portal_alert.jpg?650|}}
+{{:en:newbie:portal_messages.jpg?&650|}}
-==== 坐席组面板 ====
+==== Agent group panel ====
-  * 点击坐席组图标出现坐席组面板，每次将坐席添加到一个坐席组，坐席组面板都会出现一列
+  * Click group icon to display agent group panel, each group that the agent belongs to will have one line
-  * 选择第一个单选按钮表示该坐席组为当前坐席组，使用分机直接外呼时将被记入该坐席组
+  * The first radio means the the agent group is the one agent use when he makes a call from his phone
-  * 第一个复选框选中状态表示坐席签入了该坐席组
+  * The first check-box means agent is checked-in
-  * 话后模式，当坐席处于话后模式时，该坐席组对应的队列将不会分配给坐席通话
+  * ACW mode, when a agent is in ACW mode, the queue would not assign calls to him
-    * 振铃话后，只要坐席分机振铃，无论是否接听，结束时坐席都会进入话后模式时
+    * Ringin, as long as the agent phone rings, whether answered or not, when it's end, agent will go to ACW mode
-    * 应答话后，当坐席接听一个通话之后，坐席进入话后模式
+    * Ansered, when agent ansered a call, agent will go to ACW mode
-    * 关闭话后，坐席不会自动进入话后状态
+    * Disable, agent will not enter ACW mode automaticly
-  * 工作模式
+  * Work mode
-    * 全部：表示坐席在该坐席组(队列)中可以呼入或者呼出
+    * ALL: means agent could make outobund calls or receive calls
-    * 仅呼入：表示该坐席只能接受该坐席组(队列)分配的通话，而不能主动呼出
+    * Inbound Only: means agent can only receive calls from this group
-    * 仅呼出：表示该坐席组(队列)不再分配通话给该坐席，但坐席可以主动外呼
+    * Outbound Only: means queue will not assign calls to this agent, but he can make outbound calls
 {{:en:newbie:portal_agent_group_panel.jpg?650|}}
-==== 坐席组监控 ====
+==== Monitor ====
-  * 仅有坐席组长具有监控功能，坐席组监控仅显示签入的坐席
+  * Agent group admin will have the access to monitor page, in this page it will display all checked-in agents
-    * 黄色表示坐席空闲
+    * Yellow means agent is idle
-    * 浅蓝色表示坐席振铃
+    * Light blue means agent is ringing
-    * 红色表示坐席通话
+    * Red means it's talking
-{{:en:newbie:portal_monitor.jpg?650|}}
+{{:en:newbie:portal_monitor_ringing.jpg?650|}}
 {{:en:newbie:portal_monitor_answered.jpg?650|}}
-  * 点击正在进行通话的坐席，会出现操作面板，坐席组长可以进行相应的话务操作
+  * Click a conversation, it will appear call action panel, the group admin will have the following features
-    * 强拆：挂断所有参与此通话的线路
+    * Hangup: hangup all calls in this conversation
-    * 监听：监听该通话
+    * Spy: Spy this conversation
-    * 强插：组长进入该通话
+    * Barge-in: the group admin will join the conversation
-    * 密语：组长可以与坐席谈话，但其他人听不到
+    * Whisper: the group admin could talk to the agent, but the other parties can not hear
-    * 拦截：组长与客户通话，同时坐席将被挂断
+    * Force Release: the group admin will talk to client, and the agent will be hangup
 {{:en:newbie:portal_monitor_answered.jpg?650|}}
-{{:en:newbie:portal_monitor_actions.jpg?650|}}
+{{:en:newbie:portal_monitor_action.jpg?650|}}

en/newbie/quick_start.1360476002.txt.gz · Last modified: 2017/12/12 03:11 (external edit)

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