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BroadWorks Hosted Thin Call CenterAgent/SupervisorUser GuideRelease 20.0Document Version 59737 Washingtonian Boulevard, Suite 350Gaithersburg, MD 20878Tel 1 301.977.9440WWW.BROADSOFT.COM

BroadWorks GuideCopyright NoticeCopyright 2014 BroadSoft, Inc.All rights reserved.Any technical documentation that is made available by BroadSoft, Inc. is proprietary andconfidential and is considered the copyrighted work of BroadSoft, Inc.This publication is for distribution under BroadSoft non-disclosure agreement only. Nopart of this publication may be duplicated without the express written permission ofBroadSoft, Inc., 9737 Washingtonian Boulevard, Suite 350, Gaithersburg, MD 20878.BroadSoft reserves the right to make changes without prior notice.TrademarksAny product names mentioned in this document may be trademarks or registeredtrademarks of BroadSoft or their respective companies and are hereby acknowledged.This document is printed in the United States of America.BROADWORKS HOSTED THIN CALL CENTER AGENT/SUPERVISOR USER GUIDE 2014 BROADSOFT, INC.40-CA5906-00PAGE 2 OF 180

Document Revision HistoryReleaseVersionReason for ChangeDateAuthor17.sp21Created document.October 14, 2010Goska Auerbach17.sp21Edited and published document.January 25, 2011Jessica Boyle17.sp22Updated section 6.4.1 Assign DispositionCodes to Current Call to reflect changes inthe interface.February 17, 2011Goska Auerbach17.sp22Updated section 6.3.2 View Incoming CallDetails for EV 127533.February 23, 2011Goska Auerbach17.sp22Updated section 17 Configure Call Centerfor EV 126771.February 24, 2011Goska Auerbach17.sp22Updated section 5 Explore Workspace forEV 127180.February 28, 2011Goska Auerbach17.sp22Updated section 5 Explore Workspace forEV 128936.March 8, 2011Goska Auerbach17.sp22Updated sections 4.6 Sign Out and 17.7Settings – About to align document withchanges in the interface.March 15, 2011Goska Auerbach17.sp22Updated section 5 Explore Workspace forEV 126451.March 16, 2011Goska Auerbach17.sp22Edited changes and published document.March 17, 2011Jessica Boyle17.sp23Updated section 17.1.7 Workspace forEV 119881.March 23, 2011Goska Auerbach17.sp23Updated section 6.3.2 View Incoming CallDetails for EV 118621.March 24, 2011Goska Auerbach17.sp23Edited changes and published document.April 7, 2011Andrea Fitzwilliam17.sp24Updated sections 14.1.1 Run Report and14.1.9 Agent Utilization Report forEV 131031.April 11, 2011Goska Auerbach17.sp24Updated sections 4.6 Sign Out and13.6 Silently Monitor Agent’s Call forEV 131536.April 12, 2011Goska Auerbach17.sp24Updated sections 4.8 Change YourPassword and 17.1.1 Account forEV 130633.April 13, 2011Goska Auerbach17.sp24Updated document with changes in theapplication.April 23, 2011Goska Auerbach17.sp24Updated section 14.2 Select Call Centers toMonitor for EV 141300.May 11, 2011Goska AuerbachUpdated Appendix C: Keyboard Shortcutsfor EV 130778.17.sp24Updated sections 6.3.2 View Incoming CallDetails and 17.4.1 Notification forEV 131521.May 17, 2011Goska Auerbach17.sp24Edited and published the document.May 26, 2011Jessica BoyleBROADWORKS HOSTED THIN CALL CENTER AGENT/SUPERVISOR USER GUIDE 2014 BROADSOFT, INC.40-CA5906-00PAGE 3 OF 180

ReleaseVersionReason for ChangeDateAuthor17.sp25Updated section 14 Manage Queued Calls(Supervisor) for EV 141300.June 10, 2011Goska Auerbach17.sp25Updated section for EV 141759.June 14, 2011Goska Auerbach17.sp25Updated section 16.1.2 Schedule Report forEV 144204.June 20, 2011Goska Auerbach17.sp25Updated section 16.1.1 Run Report forEV 143506.June 27, 2011Goska Auerbach17.sp25Edited changes to the document.July 18, 2011Jessica Boyle17.sp25Made minor editorial change.July 18, 2011Patricia Renaud17.sp25Edited document.August 1, 2011Andrea Fitzwilliam17.sp25Updated document with information aboutthe usability enhancements.August 1, 2011Goska Auerbach17.sp25Updated sections 9.4 Manage PersonalContacts and 9.5 Manage Speed DialNumbers for EV 145992.August 10, 2011Goska AuerbachRemoved the section about transferringcalls to voice mail for EV 146029.Updated section 14.8 Monitor Next Call forEV 146021.Updated sections 11.2 Supervisor PhoneStates and 19.3 Phone States forEV 146017.17.sp25Edited changes to the document.August 12, 2011Andrea Fitzwilliam17.sp25Updated section 9.5 Manage Speed DialNumbers for EV 145992.August 18, 2011Goska AuerbachUpdated section 4.6 Sign Out withcomments from testing.Updated section 13.3 Agent Phone andACD States for EV 146017.17.sp25Edited changes to the document andcreated PDF.August 19, 2011Andrea Fitzwilliam17.sp25Published document.September 7, 2011Patricia Renaud17.sp26Updated section 14.7 Order Queued Callsfor EV 142502.September 12, 2011Goska Auerbach18.01Updated document for Release 18.0.October 18, 2011Goska Auerbach18.01Updated sections 4 Getting Started and17.4.2 Microsoft Outlook for EV 153628.November 22, 2011Goska Auerbach18.01Updated section 17.6.3 Default Servicelevel Calculations for EV 141759.January 3, 2012Goska Auerbach18.01Edited changes and published document.January 5, 2012Patricia Renaud18.02Updated sections 3.2 Call Center –Supervisor, 14.1 Queued Calls Pane, 14.2Select Call Centers to Monitor, 14.9 EnableNight Service Override or ForcedForwarding (Premium Call Center), and14.15 Change Position of Call in Queue andadded section 14.3 Modify Number of Callsto Display to align document with changesin the application.January 31, 2012Goska AuerbachBROADWORKS HOSTED THIN CALL CENTER AGENT/SUPERVISOR USER GUIDE 2014 BROADSOFT, INC.40-CA5906-00PAGE 4 OF 180

ReleaseVersionReason for ChangeDateAuthor18.02Updated section 14.1 Queued Calls Panefor EV 159630.February 21, 2012Goska Auerbach18.02Edited changes and published document.March 19, 2012Jessica Boyle19.01Updated document for Release 19.0.March 21, 2012Goska Auerbach19.01Updated section 4.2 Sign in from WebBrowser for EV 160535.May 11, 2012Goska AuerbachUpdated section 14.2 Select Call Centers toMonitor and 14.4 Show or Hide Call CenterPanels for EV 165300.19.01Edited changes.October 5, 2012Patricia Renaud19.01Updated section 6.12.1 Make EmergencyCall for EV 175261.November 15, 2012Goska Auerbach19.01Edited changes and published document.December 3, 2012Jessica Boyle20.01Updated document for Release 20.0.January 3, 2013Goska Auerbach20.01Updated section 9.2.1 Sort Contacts for EV182669.January 22, 2013Goska Auerbach20.01Updated sections 4 Getting Started and17.4.2 Microsoft Outlook for EV 192180.May 6, 2013Goska Auerbach20.01Removed section on theme forEV 194697.June 7, 2013Goska AuerbachUpdated sections 5 Explore Workspace and17.1.7 Workspace for EV 175559.20.01Updated section 17.4.5 Call Event Log forEV 196539.July 26, 2013Goska Auerbach20.01Updated section 6.8.5 End Call forEV 198717.July 29, 2013Goska Auerbach20.01Updated section 17.1.7 Workspace forEV 205434.November 11, 2013Goska Auerbach20.01Edited changes and published document.November 21, 2013Patricia Renaud20.02Updated section 11 Monitor Supervisors(Agent) for EV 213354.January 20, 2014Goska Auerbach20.02Updated document for the Thin Clients toConform to Presence Rules FeatureDescription (EV 192594).February 11, 2014Goska Auerbach20.02Edited changes and published document.March 17, 2014Jessica Boyle20.03Updated section 5.3.11 Outlook Panel forEV 216467.March 25, 2014Goska Auerbach20.03Edited changes and published document.May 30, 2014Jessica Boyle20.04Revised indexing.June 13, 2014Goska Auerbach20.04Updated sections 11.2 Supervisor PhoneStates, 13.3 Agent Phone and ACD States,and 19.3 Phone States for EV 224630.June 19, 2014Goska Auerbach20.04Edited changes and published document.July 8, 2014Andrea Fitzwilliam20.05Updated section 13.4 View Agent’s Detailsfor EV 235015.September 15, 2014Goska AuerbachBROADWORKS HOSTED THIN CALL CENTER AGENT/SUPERVISOR USER GUIDE 2014 BROADSOFT, INC.40-CA5906-00PAGE 5 OF 180

ReleaseVersionReason for ChangeDateAuthor20.05Updated section 6.9.1 Set Your OutgoingCalling Line Identity (Premium Call Center)for EV 231329.September 15, 2014Goska Auerbach20.05Updated the BroadSoft legal notice.October 29, 2014Goska Auerbach20.05Updated sections 6.3 View Calls and 15.3Agent Information for EV 218533.October 30, 2014Goska Auerbach20.05Added Appendix B: Diagnostic Tool andupdated sections 2.2 How This Guide isOrganized and 17.7 Settings – About for theClient Side Diagnostic Tool For Thin ClientsFeature (for EV 232627).October 30, 2014Goska Auerbach20.05Edited changes and published document.November 4, 2014Jessica BoyleBROADWORKS HOSTED THIN CALL CENTER AGENT/SUPERVISOR USER GUIDE 2014 BROADSOFT, INC.40-CA5906-00PAGE 6 OF 180

Table of Contents1Summary of Changes . 181.1Changes for Release 20.0, Document Version 5 . 181.2Changes for Release 20.0, Document Version 4 . 181.3Changes for Release 20.0, Document Version 3 . 181.4Changes for Release 20.0, Document Version 2 . 181.5Changes for Release 20.0, Document Version 1 . 181.6Changes for Release 19.0, Document Version 1 . 191.7Changes for Release 18.0, Document Version 2 . 201.8Changes for Release 18.0, Document Version 1 . 201.9Changes for Release 17.sp2, Document Version 6 . 201.10 Changes for Release 17.sp2, Document Version 5 . 201.11 Changes for Release 17.sp2, Document Version 4 . 201.12 Changes for Release 17.sp2, Document Version 3 . 211.13 Changes for Release 17.sp2, Document Version 2 . 211.14 Changes for Release 17.sp2, Document Version 1 . 212 About This Document . 222.1Audience . 222.2How This Guide is Organized . 222.3 Additional Resources . 233 Introduction to Call Center. 243.13.24Call Center – Agent . 25Call Center – Supervisor . 26Getting Started . 284.1Launch Call Center from Web Portal. 284.2Sign in from Web Browser . 294.3Hot Desk Sign-in . 304.4Sign-in Restrictions . 314.5Get Help . 324.6Sign Out . 324.7Set Up Call Center. 334.8Change Your Password . 334.9Change Your ACD State (Agents). 344.10 Change Your Instant Messaging and Presence State . 344.11 Enable or Disable Services . 355 Explore Workspace . 375.1Logo Pane. 395.1.1Global Message Area . 395.1.2Links to Other Interface Elements and Functions . 395.1.3Logged User Information. 39BROADWORKS HOSTED THIN CALL CENTER AGENT/SUPERVISOR USER GUIDE 2014 BROADSOFT, INC.40-CA5906-00PAGE 7 OF 180

5.25.3Call Console. 405.2.1Header Bar. 415.2.2Dialer . 415.2.3Current Calls . 425.2.4Conference Call . 435.2.5Call States and Actions . 43Contacts Pane . 445.3.1Search Panel . 465.3.2Enterprise/Group Panel . 465.3.3Common Panel . 465.3.4Personal Panel . 475.3.5Agents Panel (Supervisors) . 475.3.6Supervisors Panel (Agents) . 475.3.7Speed Dial Panel . 485.3.8Queues Panel . 485.3.9Custom Directories Panels. 485.3.10 Instant Message Panel . 495.3.11 Outlook Panel . 495.3.12 Directories Panel . 505.4Call History . 515.5Controls . 5265.5.1 Call Action Buttons . 54Manage Calls . 576.1Call Management Operations Quick Reference . 586.2Drag and Drop Call onto Contact . 606.3View Calls . 606.46.56.66.76.3.1View Current Calls . 606.3.2Group Calls . 616.3.3View Incoming Call Details. 62Assign Disposition Codes (Premium Call Center) . 636.4.1Assign Disposition Codes to Current Call . 636.4.2Assign Disposition Codes in Wrap-Up . 63Generate Call Trace . 656.5.1Generate Call Trace for Selected Call . 656.5.2Generate Call Trace for Last Released Call . 65Record Calls . 656.6.1Start Call Recording . 666.6.2Pause and Resume Call Recording . 666.6.3Stop Call Recording. 66View and Change Security Classification of Calls . 666.7.16.8Change Security Classification . 67Receive, Answer, and End Calls . 68BROADWORKS HOSTED THIN CALL CENTER AGENT/SUPERVISOR USER GUIDE 2014 BROADSOFT, INC.40-CA5906-00PAGE 8 OF 180

6.96.8.1Answer Call . 686.8.2Auto Answer Calls . 686.8.3Open URL . 686.8.4Save vCard .

BroadWorks Hosted Thin Call Center Agent/Supervisor . User Guide . Release 20.0 . Document Version 5 . 9737