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Version: 5.13

Overview

This guide gives an overview over b+s Connects for Dynamics.

Gadget

ViewWhat you can do...
Home Legend1. Navigate through your team messages by using the arrow symbols on the left.
2. Open navigation menu to Home, Queue View and Team View.
3. Change Agent state including Logout and Login.
4. Open the option menu to Send Error Report, open My Agent Settings or display the product version.
5. Initiate a call by searching.
6. Initiate a call with Speed Dial.
7. Hover over to view queue statistics.
Work item Legend1. Identified caller or multiple matches.
2. Tabs for call information, create new records in CRM or handle phone call assignment and notes.
3. Share a record, Call related data or Speed Dial list.
4. Call controls.
5. Switch between work items.

Agent states

The current agent state is reflected on the user interface by displaying state-specific icons and colors.

IconDescription
Agent ReadyThe Agent is in Ready state
Agent Not ReadyThe Agent is in Not Ready state
Agent ActiveThe Agent is in Active (talking) state

Pending states

The pending state is reflected by an arrow followed by the state-specific icon (next state).

IconDescription
Agent Active Ready Agent Wrapup ReadyPending state is Ready
Agent Active Not Ready Agent Wrapup Not ReadyPending state is Not Ready
Agent Active WrapupPending state is Wrap-Up

Call states

IconDescription
Call is ringingCall is ringing
Call is activeCall is active
Call is on holdCall is on hold
Call is on Wrap-UpCall is in Wrap-Up
Call is being monitoredCall is being monitored by a supervisor

Call controls

IconDescription
Answer call buttonAnswer call
End call buttonHang up (end) call
Hold buttonSet call on hold
Retrieve buttonRetrieve call from hold
Consultation buttonInitiate new consultation call
Transfer buttonWarm Transfer / conference call
Wrapup ButtonRequest Wrap-Up
Set Wrapup ButtonSet Wrap-Up reason during call
DTMF ButtonOpen Number pad to send DTMF tones
Accept reservation call buttonAccept reservation call
Reject reservation call buttonReject reservation call