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en:newbie:quick_start [2013/02/10 06:01] solo [漏话管理] |
en:newbie:quick_start [2017/12/12 03:05] (current) |
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| - | ====== asterCC 1.2-beta Quick Start Manual ====== | + | ====== asterCC Quick Start Manual ====== |
| ===== Quick Start ===== | ===== Quick Start ===== | ||
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| * 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. | * 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. | * 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|}} | {{:en:newbie:init_language.jpg?&650|}} | ||
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| * Agent must belong to one agent group for work, go to [User] -> [Agent Groups], click [Add] | * 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] | * 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. | * 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] | * 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. | * When it's done, we also need click the bar to apply the changes. | ||
| Line 160: | Line 162: | ||
| {{:en:newbie:portal_cdrs.jpg?650|}} | {{: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|}} | {{: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|}} | {{: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|}} | {{: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_answered.jpg?650|}} | ||
| - | {{:en:newbie:portal_monitor_actions.jpg?650|}} | + | {{:en:newbie:portal_monitor_action.jpg?650|}} |
