This chapter contains task-based procedures for using the product. The procedures will also appear in the product online help.
This chapter covers the following topics:
The Universal Work Queue window displays your work items. Use this procedure to access the Universal Work Queue window.
Oracle Forms Applications
Customer Support or TeleSales Agent
For application work:
You must be defined as an employee in Oracle Applications.
Your employee record must be linked to your Oracle Applications user account.
Universal Work Queue profile options must be configured for application work.
You must be defined as a CRM resource in Oracle Applications.
You must have the appropriate CRM roles in your CRM resource record.
You should identify the refresh strategy for the work item count in Universal Work Queue.
Work item counts may be refreshed when the Universal Work Queue window opens, after each delivery of a media work item, or manually.
The refresh strategy is set by your system administrator using the IEU: Desktop: UI: Refresh Style profile option. The refresh strategy may be the same for all agents in your interaction center or it may differ based on application, responsibility, or even user account.
For media work:
You must satisfy the prerequisites for application work.
Oracle interaction center information must be defined in your CRM resource record.
Universal Work Queue profile options must be configured for media work.
Oracle TeleSales or Oracle TeleService profile options must be configured for media work.
You should identify your phone extension. For example, if your phone number is 123-456-7890 and the length of internal extensions for your interaction center is set to five, then your phone extension is 67890.
You may have to enter it when you navigate to Universal Work Queue. If your system administrator has entered your phone extension in the IEU: Optional: Phone Extension profile option for your user account, then you will not have to enter your phone extension.
icWork Controller:
A load progress bar will appear to indicate the launching activity of Universal Work Queue and the icWork Controller. This may be configured on or off. The default setting should be off.
Navigate to the Universal Work Queue window.
| Application | Procedure |
|---|---|
| TeleService (Support) |
|
| TeleSales |
|
If you are enabled for application work only, then the Universal Work Queue window and the icWork Controller appear.
Note: This is configuration dependent and applies to application work only with the notice controller or session history and break reasons.
If you are enabled for media work, then the Phone Extension window may appear.
Note: If a phone extension is defined by the system administrator for your user account, then Universal Work Queue uses that phone extension for media work and does not display the Phone Extension window.
If the Phone Extension window appears, enter the extension of your physical phone and then click OK. For example, if your phone number is 123-456-7890 and the length of internal extensions for your interaction center is set to five, then enter 67890.
The Universal Work Queue window will appear.
Work item counts may be refreshed when the Universal Work Queue window opens, after each delivery of a media work item, or manually. The refresh strategy is set by your system administrator. You may manually refresh work item counts at any time.
To manually refresh work counts, from the Tools menu, choose Refresh.
The UWQ Work Selector displays your assigned work nodes and allows you to view your current work load and select a specific node to view Summary information about each qualified work item.
You will be configured by default for either Tree Work Selector or Cascading Work Selector at startup. You may always use the Work Selector Toggle control to switch between Tree and Cascading Work Selector.
There are two display views for the Work Selector:
Tree Selector (sometimes referred to as "HGRID") always displays on the left side of the Agent Workplace. It shows your assigned nodes and the current qualified node codes.
Cascading Selector is a drop down menu displayed at the top of the Agent Workplace, providing more room for the Summary Table. It includes the same information as the Tree Selector.
The Tree Selector takes up additional space but it shows you, at a glance, your current work load and allows individual node refresh and node customization. The Cascading Work Selector is more compact and can be faster to navigate but it rolls up out of the way so it does not always show your current workload.
Use the Tree Work Selector to view your current workload or to customize the display of current nodes. See Managing Nodes and Counts for instructions on how to customize node display.
Use the Tree Work Selector to view your current workload or to customize the display of current nodes. See Managing Nodes and Counts for instructions on how to customize node display.
The tree structure allows you to expand and collapse nodes with sub-nodes. If a collapsed node has sub-nodes a Plus [+] option displays to its left. Click on the Plus option to expand the node and view its sub-nodes.
The tree structure allows you to expand and collapse nodes with sub-nodes. You may hide sub-nodes by clicking on the Minus [-] option to the left of the node.
Select a node or sub-node by clicking on it within the tree. This will highlight the node and make it the active current node. All qualified work items or classes will display in the Work Summary Panel to the right of the Tree Work Selector.
Use the Cascading Work Selector to select nodes and sub-nodes.
Click on the expand option on the right side of the Cascading Work Selector. This drops down a menu of you base nodes and their work counts. A right pointing black triangle expand option indicates there are sub-nodes present.
Move the mouse over the nodes in the menu to highlight the menu items and display a cascading menu of sub-nodes, if present, to the right. Again this shows the sub-node and its counts and an expand option if there are sub-nodes. Move the mouse to highlight the selection and open a cascading menu if the expand option is present.
Select a node or sub-node by clicking on the selected node name. This populates the Work Summary Panel with qualified work items.
Use the Switch Display toolbar icon or the Tools menu option to toggle between Tree and Cascading Work Selector. The menu option and the mouse over tool tips always show the display style you will switch to:
If Cascading Work Selector it will say "Switch Display to HGRID"
If Tree Work Selector it will say "Switch Display to Cascade"
This section provides you with information about work access features and shortcuts for navigating within Universal Work Queue.
In addition to being able to use the mouse to access and select work nodes and work items, you can accomplish the same tasks through the use of the keyboard.
The following table presents keyboard shortcuts for navigating in the Universal Work Queue interface.
| Function | Shortcut Key |
|---|---|
| Activate keyboard operation and selection mode |
|
| Activate keyboard operation and selection mode | Alt |
| Navigate between menu bar options |
|
| Exit from a keyboard option | Esc |
| Exit from keyboard operation mode | Esc |
| Navigate between fields in the interface | Tab |
| Navigate between fields in the interface |
|
Note: Shortcut keys provide another means for navigating within the Universal Work Queue interface. See Menu Bar and Toolbar, Tools - Keyboard Shortcuts, Actions - Keyboard Shortcuts, and icWork Controller - Keyboard Shortcuts for additional information. When using either the Tab key or Arrow keys to navigate within the interface, fields in which the information is predefined and available for selection only are denoted by a perforated line above and below the field. A blinking cursor appears in fields in which you are able to enter text.
The menu bar and toolbar in Universal Work Queue provide several ways for you to easily navigate and quickly access features within the interface.
Note: This lists all available work control actions, but the ones available to individual users depends on their profile settings.
You can perform the following actions:
switch responsibility
clear quick filter settings
reset quick filter settings
refresh current counts
switch between work selector views (cascade and tree)
get work
get next priority work item delivered
reschedule current work item
request work
configure work source
reset an interaction
stop media work
The following table features keyboard shortcuts for functions available from the Tools option on the menu bar in Universal Work Queue.
Note: These shortcuts depend on user configuration.
| Function | Shortcut Keys |
|---|---|
| Refresh All Work | Shift + R |
| Refresh Current Counts | Right-click on work type node |
| Web Availability | Shift + W |
| Clear Filter | Shift + F |
| Default Filter | Shift + D |
| Switch display to Cascade | Shift + C |
| Switch display to Hgrid | Shift + H |
The following table features keyboard shortcuts for functions available from the Actions option on the menu bar in Universal Work Queue. If media is enabled, media handling actions can be performed from the icWork Controller including the ability to access action options through the use of keyboard shortcuts. The following is a list of the keyboard shortcuts available from the icWork Controller.
| Function | Shortcut Keys |
|---|---|
| Get Work | Shift + G |
| Next Work | Shift + X |
| Reschedule Work | Shift +R |
| Configure Work | Shift + C |
| Request Work | Shift + Q |
Universal Work Queue supports two work access methods for application work: queued work access and node work access. There are two queued work access methods: queued delivery and distribution and queued work distribution.
Node work access allows you to access assigned work within the Agent Workplace through the Work Selector nodes. By selecting nodes you may view, organize, open or act upon the work within the Work Summary Panel. We refer to this work method as "Browse and Select" because you can browse through your work items, set your work priorities and select the work you wish to work upon.
Work access methods are controlled by profile settings. Depending on your configuration you may be able to request work distribution, request delivery and distribution and access nodes.
Use the following procedures to manage application work items.
You can perform the following tasks:
Configuring Work Sources
Viewing Work Items in the Work Summary Panel
Selecting Work from the Work Summary Panel
Next Work Delivery and Distribution
Requesting Work
Getting Work
Rescheduling Work
You may configure Work Sources included in the Next Work Delivery and Distribute request if your administrator has granted you permission.
Once configured you will receive work from the set Work Sources for each Next Work request. This allows you to focus on a specific category of work. Change your work configuration if the current configured queue is "empty" or when you wish to change your work category.
Use this procedure to configure work sources for the delivery of work.
Note: The Configure Work Sources option is available from the Actions option.
Oracle Forms Applications
Customer Support or TeleSales Agent
User must be enabled for queued work methods, assigned work sources and granted queue configuration privileges.
In the Universal Work Queue window, select Actions from the menu bar.
Select Configure Next Work.
The Configure Work Queue window appears which lists all of your assigned Work Sources. Use the boxes to include (or exclude) Work Source for your Next Work request.
The "Any Work Source" options allows you to receive work from any work source. You must select at least one Work Source.
Select the work source to include work types in the queue. The following table describes the options available for configuring work. The options presented in this table may not be exhaustive and you may not be able to access all of the work sources listed, excluding "prompt on each delivery request" and "any work source (blended)" which are always accessible and available.
| Select this option... | To |
|---|---|
| Prompt on each delivery request | To specify that you will be prompted before the delivery of each work item. |
| Any Work Source (blended) | To specify the blending of any and all work sources. |
| Task | To specify the delivery of task work sources. |
| Service Request | To specify the delivery of service request work sources. |
| Service Request Task | To specify the delivery of service request task work sources. |
Select the box to include a work source or enable an option; uncheck it to exclude the work source or disable the option for the work request.
Click OK.
The Work Summary panel lists qualified and actionable work items, one-by-one, in standard row format. You can view, access and select an individual item to work on. When you select a work item, the appropriate business application form launches for you to act on the work item.
Use this procedure to view work item in the Work Summary panel.
Oracle Forms Applications
Customer Support or TeleSales Agent
None
In Universal Work Queue from the Work Summary panel in the agent workplace.
A list of work items will appear for the work node. Each actionable work item will appear in row format based on applied filters.
In Universal Work Queue from the Work Summary Panel in the Agent workplace click on the work item you wish to select.
You may act upon the work item through the work panel, depending upon your configuration. You may open the work item by clicking "Get Work" on the toolbar or by double clicking the work item within Work Panel.
Use this procedure to select a work item from the work summary panel.
Oracle Forms Applications
Customer Support or TeleSales Agent
None
In Universal Work Queue from the work summary panel in the agent workplace, double-click on a work item.
The appropriate business application form launches for you to act on the work item.
Note: You may select two or more work items from the Work Summary Panel. You will not be able to open them, but some work panel actions will act upon multiple items at once.
Note: To select several consecutive work items click to select the first work item then use SHIFT-Click to select the last work item in the set. To select two or more discontiguous work items CTRL-Click on each work item you wish to select. To remove (unselect) work items from a set use CTRL-Click on a selected work item.
Note: You cannot launch more than one work item at a time.
The Next Work option requests delivery and distribution of the next priority work item from the queue.
Note: This applies to queued work distribution and delivery.
Use this procedure to receive the delivery and assignment for the next priority work item.
Note: The Next Work option is available from the Actions option on the menu bar and from the toolbar. You can configure the active work sources through the Configure Work Sources option. It is also accessible from the Next Work icon in the icWork Controller.
Oracle Forms Applications
Customer Support or TeleSales Agent
None
On the UWQ Agent Workplace toolbar or on the icWork Controller toolbar click Next Work. Or you may use the Actions->Next Work option from the menu.
This delivers the next work item.
Note: If configure next work for "Prompt on Delivery" the Configure Next Work window allows you to select Work Sources for your request. Click OK to receive delivery or Cancel to do other work.
The Reschedule Work option allows you to defer a work item that has been delivered to you so that you can address it at a later time. You can specify the exact date and time or specify the rescheduled item until a specific hour. For example, deferring a work item to collaborate with an individual in another time zone.
Use this procedure to reschedule a delivered work item.
Note: The Reschedule Work option is available from the Actions option on the menu bar and from the toolbar.
Oracle Forms Applications
Customer Support or TeleSales Agent
None
In the Universal Work Queue window, select Actions from the menu bar.
Select Reschedule Work.
The Work Rescheduler window appears. Select the hour and minute parameter or specify the date and time. The following table describes the options available for rescheduling work.
| Select this option... | To |
|---|---|
| After Hours or Minutes | To specify after how many hours or minutes the work item is to be delivered again. For example, deliver the work item after 1 hour and 30 minutes from when it was first delivered. |
| On | To specify the exact date and time the work item is to be deferred to. |
Click OK.
This option is used to request distribution of one or more queued work items. The number of work items requested is predetermined by your administrator and your qualification.
Use this procedure to request distribution only. Universal Work Queue will attempt to distribute the specified number of work items.
Note: The Request Work option is available from the Actions option on the menu bar and from the toolbar.
Oracle Forms Applications
Customer Support or TeleSales Agent
None
From the UWQ Agent Workplace click on the Request Work toolbar icon or select the Action menu Request work option.
This displays the Assign Work from Queue dialog window. This displays a list of all Work Sources (types) your current responsibility qualifies to receive.
Use the boxes to select or exclude Work Source for this request. You may use the "Any Work Source" to request any type of work.
Click OK to receive work or Cancel to abort the request.
This closes the Assign Work from Queue dialog; UWQ distributes work from the selected Work Sources in priority order. A pop-up window informs you of the amount of work distributed. Depending on available qualified work in the selected Work Sources you may receive all requested work, some requested work or no work.
Use the agent workplace nodes to organize, view, select or act upon distributed work.
When you have finished your distributed work or completed all available tasks, use Request Work to receive more work.
The individual application (non-media) work item nodes allow you to browse work items to be worked and to select a specific item to work on.
Use this procedure to browse and select a work item.
Oracle Forms Applications
Customer Support or TeleSales Agent
None
Select a work item in the Work Summary Panel.
Note: If necessary, expand the application node to access the work item nodes.
Click Get Work or double-click on the work item.
This launches the work item by opening it in the appropriate application form.
When you finish, save your work in the application window.
To select, open, or launch another work item, select the work item and then click Get Work.
The Work Panel presents details as they pertain to a work item. You can view special message instruction, notes, work item detail such as status and priority. You can also perform updates to the work item. Some of the updates that you can perform include: actions, enter notes, change the status or priority, adjust the begin and end dates. You can choose to keep the Work Panel visible and expanded while viewing the Work Summary panel or choose to minimize it. To the right of the Message Panel is a expand or collapse button for controlling this view.
If you select more than one work item in the work summary panel, the work panel does not display Notes, Special Instructions or parameter details. You may still add notes and change action parameters. Applying changes with multiple work items selected updates ALL selected work items. For example, to enter the same note for all work items select an action that supports note creation, enter the note and apply the action. All work items will now have the same note.
Only some actions support multiple work items. When you select more than one work item, only actions that support multiple work items will be available from the Action drop down.
Note: To view more records in the Work Summary Panel you may hide the Work Panel using the expand option to the right of the Special Instruction Panel.
Use the following work panel procedures to view and modify work item detail.
The Notes Panel presents notes that have been entered for a work item. It consists of several regions: note header and note detail panel. The note header lists the note types available for the work item (such as contact notes or customer notes). The Note panel supports multiple note types. You can scroll through notes entered by using the scroll bar which resides to the right of the Notes Panel or use the previous and next buttons, available next to the note type drop-down list.
Use this procedure to select a note type and view the notes that have been entered for a work item.
Oracle Forms Applications
Customer Support or TeleSales Agent
None
From the Work Summary panel in the agent workplace, select a work item.
Work item detail will appear in the Notes Panel and the Action Panel.
In the Notes Panel, select a note type from the note drop-down list.
Notes that have been entered for the work item will appear.
Scroll through all notes entered for the work item or select a different note type to view other notes entered.
As you work with work items, it is sometimes necessary to add a new note based on current activity for the work item. For example, you may need to enter a note because the priority changed, the contact information changed, additional information is required or the work item is deferred.
Use this procedure to enter a new note for the work item.
Oracle Forms Applications
Customer Support or TeleSales Agent
None
In the Notes Panel, select a note type.
From the Work Summary panel in the agent workplace, select a work item.
Work item detail will appear in the Notes Panel and the Action Panel.
Navigate to the Action panel.
In the New Note field, enter a new note for the work item.
Click Apply.
Details associated to the work item appear in the Action Panel. Key information about the work item and may include information such as the priority, status, start date, end date, description, and customer contact information will appear. You can also update work item detail.
Use this procedure to view work item details.
Oracle Forms Applications
Customer Support or TeleSales Agent
None
From the Work Summary panel in the agent workplace, select a work item.
Work item detail will appear in the Notes Panel and the Action Panel.
Scroll through the Action Panel to view all work item detail.
The actions available to you from the Action panel differ by work type and from node-to-node. Also different actions may be available when multiple work items are selected. Each node has a default action configured by your administrator.
Use this procedure to change the current action.
Oracle Forms Applications
Customer Support or TeleSales Agent
None
From the Work Summary panel in the agent workplace, select a work item.
Work item detail will appear in the Notes Panel and the Action Panel.
Navigate to the Action Panel.
In the Actions drop-down list, select a new action for the work item.
Click Apply.
You may act upon one or more work items from the Action panel. Actions allow you to update work items, add node, etc. Each action may have a set of work item attributes details you may view or change to update the work item. Different actions present different attributes.
Use this procedure to act upon selected work items.
Note: Not all nodes support Work Panel. Each action is specific to the work item. The changes you make are the same as if you had made them from within the application form.
Oracle Forms Applications
Customer Support or TeleSales Agent
None
From the Work Summary panel in the agent workplace, select a work item.
Work item detail will appear in the Notes Panel and the Action Panel.
Navigate to the Action panel.
In the Task Status drop-down list, select a new status for the work item.
Select an action.
Enter, edit or set work item attributes within the Action panel.
Click Apply.
The Message Panel provides key information about the work item.
Use this procedure to view the special message instruction and information.
Oracle Forms Applications
Customer Support or TeleSales Agent
None
From the Work Summary panel in the agent workplace, select a work item.
Work item detail will appear in the Message Panel, Notes Panel and the Action Panel.
The description of the special instruction will appear to the left of the message. The full message text appears in the field to the right of the description. You can expand the view of the message text by using the ellipse button.
Use the following procedures to handle media work items.
When the interaction center receives an inbound call, the call is classified and then routed to a pool of one or more agents. Your Inbound Telephony node displays the number of inbound calls that have been routed to agent groups to which you belong.
Inbound call counts are categorized by call classification. Only call classifications with available inbound calls are listed, even though you may be eligible to answer calls in other call classifications.
Other agents may be eligible to answer calls in a call classification. The inbound call count for a call classification will decrease when another agent answers a call. When the last remaining call for a call classification is answered, the call classification will disappear from your inbound telephony node.
In passive mode, the Inbound Telephony node shows queue counts for assigned ACD queues.
Use this procedure to indicate that you are ready to receive inbound calls.
Note: Always use the softphone when it is present. Never use your physical telephone unless directed to by either a warning message or your supervisor.
Oracle Forms Applications
Customer Support or TeleSales Agent
None
In the Universal Work Queue window, expand the Media node and click Inbound Telephony.
Inbound calls counts are categorized by call classification in the summary pane.
To Start Receiving Inbound Calls
To start receiving inbound calls:
Click a call classification.
Click Get Work.
When the call is delivered, Universal Work Queue and the application execute a screen pop. Universal Work Queue launches the appropriate application form, based on the classification action setting and passes the call information. The application opens the work item and displays the work details based on the call information.
Work within the application during your customer interaction. At the end of the call, press Release on the softphone to hang up the call.
If there is after-call work, such as completing an order or sending collateral, complete it within the application.
When you have completed all after-call work, you may wrap up and status the interaction.
To End an Inbound Call
To end the call and complete your work in the current interaction:
Press Release on the softphone to hang up the call.
Complete your work.
Wrap up the interaction.
To End the Interaction and Request Another in the Same Classification
You may manually wrap up an interaction. Follow the application instructions; it will present a wrap-up screen where you may record your actions and the interaction outcome.
Note: This only applies to manually wrapping up an interaction. You do not have to click Next Media in the icWork Controller toolbar. Automatic status will end the interaction.
Select a call outcome.
Complete all media work.
Click End Interaction in the application window.
You are now ready to request the next inbound call of the same classification.
To End an Interaction and Suspend Call Delivery
To stop working the inbound classification and suspend call delivery:
Press Stop Media or Request Break before ending the interaction.
Press Release on the softphone to hang up the call.
Select a call outcome.
Complete all media work.
Click End Interaction in the application window.
Note: If you are using session tracking, you may request a break and suspend inbound calls after requesting a break, you will be prompted for a break reason.
To Change Media Source, Media Provider, or Classification
To Change Media Source, Media Provider, or Classification
To change a media source, media provider, or classification:
Press Release on the softphone to hang up the call.
Select Stop Media
Wrap up the interaction.
From the Agent Workplace, select a new media source or classification, then press Get Work.
Use this procedure to start making outbound calls for a campaign.
Note: Always use the softphone when it is present. Never use your physical telephone unless directed to by either a warning message or your supervisor.
Oracle Forms Applications
Customer Support or TeleSales Agent
None
From the agent workplace, select the media node and the outbound campaign sub-nodes using the tree view or cascading Work Selector.
Outbound calls counts are categorized by campaign.
To Start Making Outbound Calls
To start making outbound calls:
Select a campaign.
Click Get Work.
Universal Work Queue launches the appropriate application form, based on the classification action setting and call information.
If necessary, place the call using the softphone.
To End an Outbound Call
To end the outbound call and complete your work in the current interaction:
Press Release on the softphone to hang up the call.
Complete your work.
Wrap up the interaction.
To End the Interaction and Request Another of the Same Campaign
To end the interaction and request another interaction for the same campaign:
Note: You do not have to click Next Media in the icWork Controller toolbar. Automatic status will end the interaction.
Select a call outcome.
Complete all media work.
Click End Interaction in the application window.
You are now ready to receive calls of the same classification.
To End the Outbound Interaction and Suspend Call Delivery
To end the outbound interaction and suspend call delivery:
Press Stop Media or Request Break before ending the interaction.
Select a call outcome.
Complete all media work.
Click End Interaction in the application window.
To Change Outbound Campaigns
To handle calls for a different campaign:
Press Stop Media before ending the interaction.
Select a call outcome.
Complete all media work.
Click End Interaction in the application window.
Select a different campaign.
Click Get Work.
While browsing your company's web pages, customers may request a callback to answer an immediate question. This callback request is relayed through the Advanced Inbound interaction which queues and routes the callback request as if it were an inbound call. When an agent is available to handle the callback request, Advanced Inbound dials the customer and Universal Work Queue delivers the call just as it does inbound calls.
Note: Always use the softphone when it is present. Never use your physical telephone unless directed to by either a warning message or your supervisor.
Use this procedure to request, receive and handle web callbacks.
Oracle Forms Applications
Customer Support or TeleSales Agent
None
In the Universal Work Queue window, expand the Media node and click Web Callback.
Web callback counts are categorized by call classification.
To Start Returning Web Callbacks
To start returning and receiving web callbacks:
Select a classification.
Click Get Work.
The appropriate application window opens and displays the details of the work item.
If necessary, place the call by clicking softphone dial button. Reasons for using the softphone include: delays between customer request and execution due to callback queue length, the customer may not answer the call, the line may be busy, the customer hangs up due to transfer problem, or the call to customer may not go through for some other reason.
To End the Web Callback
To end the web callback call and complete your work in the current interaction:
Press Release on the softphone to hang up the call.
Complete your work.
Wrap up the interaction.
To End the Web Callback and Request Another of the Same Type
To end the web callback and request another call of the same type:
Note: You do not have to click Next Media in the icWork Controller toolbar. Automatic status will end the interaction.
Select a call outcome.
Complete all media work.
Click End Interaction in the application window.
You can now ready to receive calls of the same classification.
To End the Web Callback and Suspend Call Delivery
To end the web callback and suspend call delivery:
Press Stop Media before ending the interaction.
Select a call outcome.
Complete all media work.
Click End Interaction in the application window.
Note: If a call is on its way to you when you suspend call delivery, then you will receive one last call before your call delivery is suspended.
To Request Calls for a Different Classification
To request calls for a different classification:
Press Stop Media before ending the interaction.
Select a call outcome.
Complete all media work.
Click End Interaction in the application window.
Select a different call classification.
Click Get Work.
Universal Work Queue supports service level and priority source blending. Users who are enabled for Interaction Blending will have a Blended node in the Work Selector. Depending on the blending mode configuration (forced or optional), you may only have a blending node (forced), or you may have a blending node as well as other media nodes for inbound, outbound, and well callback (optional).
Use this procedure to start handling blended calls.
Note: Always use the softphone when it is present. Never use your physical telephone unless directed to by either a warning message or your supervisor.
Oracle Forms Applications
Customer Support or TeleSales Agent
None
In the Universal Work Queue window, click Blended.
Media work is categorized by type.
To start handling blended calls, click a node and then click Get Work.
The appropriate application window opens and displays the details of the work item. Blending will determine the appropriate media source based on service levels in your assigned media channels. If you have priority blending, and there is an available inbound call you will receive that; otherwise you will receive an outbound record.
If you want to end the call and complete your work in the current interaction, then do the following:
Click Release on the softphone to hang up the call.
Click Wrap Up in the application window.
Complete your work.
If you want to end the interaction and request another call from the Blended node, then do the following:
Click End Interaction in the application window.
Select a call outcome.
Note: You do not have to click Next Media in the icWork Controller toolbar.
You are now ready to receive a call.
If you want to end the interaction and suspend call delivery, then do the following:
Click Stop Media in the icWork Controller or Oracle Applications toolbar.
Click End Interaction in the application window.
Select a call outcome.
If you want to request calls of a different media type, then do the following:
Stop working in blended mode and request calls of a specific media type.
Click Stop Media in the icWork Controller or Oracle Applications toolbar.
Click End Interaction in the application window.
Select a call outcome.
Note: If a call is already on its way to you when you suspend call delivery, then you will receive one last call before your call delivery is suspended.
Click a different call classification and then click Get Work in the Universal Work Queue window.
You may access email accounts and classifications from within Universal Work Queue to request new email and access unfinished responses from their inbox. Both access methods launch the HTML Email client.
Use this procedure to view your e-mail work load.
Oracle Forms Applications
Customer Support or TeleSales Agent
None
In the Universal Work Queue window, expand the Media node and click an e-mail node.
A summary is displayed in the detail summary pane.
The need may arise to reset an interaction or the softphone state. For example, you may receive an error message about pending interactions when all interactions are complete, or your softphone is out of synch, or you may have lost connectivity to the server and were instructed to reset the phone.
Note: You cannot reset an interaction when you have a call present. You must complete and hang up all calls before performing reset interaction.
Use this procedure to reset an interaction and softphone state.
Oracle Forms Applications
Customer Support or TeleSales Agent
None
If you have one or more calls, complete the calls and hang up. If the softphone is "out-of-synch" and does not respond, use your physical phone to end the calls.
From the Tools menu, choose Reset Interaction.
After the reset completes, you must return to the Agent Workplace in Universal Work Queue and request work. Either select a media source or work item and click Get Work, Next Work for the next queued work item or Next Media for the next media item.
The icWork Controller is an alternate component that serves as a 'remote control' for accessing work. From it you can access and use the softphone or notice control, view activity status, record break session information, and request work.
Using the Softphone in the icWork Controller
The softphone allows you to control your phone calls. It is always present in icWork when you are configured for any telephony service, inbound, outbound or web callback. The softphone becomes disabled if it cannot connect with the Oracle Universal Work Queue server or the Oracle Telephony Manager server or, in some cases, when the supporting telephony services are not available.
Note: Always use the softphone when it is present. Never use your physical telephone unless directed to by either a warning message or your supervisor.
Use the softphone in place of your physical phone to:
View call information
Answer incoming phone calls
Make outbound calls
Hang up (end a call)
Place a call on hold or retrieve it from hold
Transfer a call to another agent or to a call queue
Conference in another agent or a call queue
The softphone consists of the following components:
Call information window. This shows information about the current active call; if no active call is present it shows your extension and session information. The call information varies by channel, inbound and outbound show different call information.
Dial entry text box. Allows you to enter a phone number and execute a dial.
Dial pad. Allows you to enter dial numbers using a mouse.
Line buttons. Allow you to select and view call status on up to three (3) available lines. Click on the line buttons to:
Answer incoming calls.
Select a line for outbound dial.
Retrieve a call from hold.
The line button indicates the call status, which are as follows:
| If the line color is... | Call status is... |
|---|---|
| Gray | Available, not in use |
| Green (steady) | In use, active on call line |
| Green (flashing) | Held call on line |
| Yellow (flashing) | Ringing |
The call control buttons are as follows:
| The call buttons are... | Are used to... |
|---|---|
| Dial | Dial number displayed in the dial entry text box |
| Hold | Hold current active call or retrieve call (if only one line active) |
| Release | Hang up current active call |
| Transfer | Use to transfer the call |
| Conference | Use to conference the call |
Speed Dial drop down. Allows you to select a number and execute a speed dial without entering the phone number in the dial text box. Select the number from the drop down and press the dial button to call the party.
There are several important considerations to note:
Always use the softphone when it is present; never use your physical phone unless your are specifically instructed to by a warning message or by your supervisor.
If you use your physical phone the softphone may not accurately reflect the current call status of your extension; it may not synchronize with your physical phone. If this happens, you may reset the softphone using the Tools->Reset Interaction menu option in the agent workplace. Be sure to finish any calls because you cannot use the Tools > Reset Interaction function if there is a call on your extension to reset your softphone status.
If your telephony configuration does not support Auto Hold, then clicking on another line button from an active call will hang up (release) the current call. If you telephony does support Auto Hold, then clicking on another line button place the current call on hold, you must use release to end a call
Use the following procedures to operate the softphone.
Login
Oracle Forms Applications
Responsibility
Customer Support or TeleSales Agent
Prerequisites
None
Steps
In the icWork Controller, click the Phone tab.
Note: For the Avaya switch, auto-hold is supported. Any current call will be placed on hold when you click another line button. To hang up the current call, click Release.
Note: If auto-hold is not enabled, then the current call will end when you click another line button. To put any current call on hold, you must click Hold.
Use the following table to find procedures for operating the softphone.
| To... | Do this... |
|---|---|
| Answer a call | Click a yellow line button (for example, Line 1).
Note: If the switch is set for auto-hold, then clicking another line button will place any current call on hold. If the switch is not set for auto-hold, then any current call, not on hold, will end when you click another line button. |
| Place a call |
|
| Enter a response to a voice prompt |
|
| Place a call on hold | Click Hold.
Note: If the switch is set for auto-hold, then clicking another line button (for example, Line 1) will also place the current call on hold. If the switch is not set for auto-hold, then any current call, not on hold, will end when you click another line button. |
| Remove a call from hold |
|
| Hang up a call | Click Release or click another line button (Line 1).
Note: If the switch is set for auto-hold, then clicking another line button (for example, Line 1) will also place the current call on hold and not release the call. You must return to the line and then click Release. If the switch is not set for auto-hold, then any current call, not on hold, will end when you click another line button. |
| Transfer a call | To transfer a call with the softphone on a non-Aspect switch:
To transfer a call with the softphone on an Aspect switch:
|
| Conference a call | To conference a call with the softphone on a non-Aspect switch:
To conference a call with the softphone on an Aspect switch:
|
| Indicate readiness for calls | Click Next Call. |
| Suspend calls | Click Stop Media or Request Break. Note: Suspend calls before ending an interaction and requesting another call. Otherwise, if a call is already on its way to you before you click Suspend Calls, you will receive one more before your calls are suspended. |
| Get the next priority application work item delivered | Click Next Work. |
| Take a break |
|
Use the Notice tab to select the Notice Controller and access your Notices. The Notice Controller allows you to navigate through, manage, and read your notices. If the Notice contains special information that identifies a related work item, you may open the work item using the Launch button.
Notice Controller Components
The Notice Controller has the following components:
Notice Title -- at the top of the notice control this displays the title or subject of the Notice.
Notice Message -- a box just below the Notice Title, this contains full message text. You may scroll up or down if the message is longer than can display in the window.
Notice Status -- just below the message box this displays the Notice Status, either New or Acknowledge.
Navigation buttons -- four navigation buttons that allow you to jump to the first (newest) or last (oldest) notice or step backward or forward through notices one at a time.
Navigation Position -- between the forward and backward navigation buttons this shows your position within the list; the current Notice number and the total number of Notices in the list (e.g., 2 of 6).
ACK (Acknowledge Notice) button -- allows you to acknowledge the current (displayed) Notice.
Launch button -- allows you to launch the work item related to this Notice. This is only enabled if work item information was included with the Notice.
Clr (Clear Notice) button -- clears the current (displayed) Notice from the list of active Notices.
Message Filter -- drop down allows you to apply a filter to view only New Notices or Notices of a specific age (e.g., one hour old, one day old, one week old, one month old)
Refresh -- allows you to check for new Notices, refresh the current list after Acknowledging or Clearing one or more Notices, and apply new filter settings.
Viewing Notices
Select the Notice Tab and read the current Notice. After a refresh you are always on the first (oldest) Notice. Use the Navigation buttons to view other Notices. If there are no Notices the Notice Title will display "No Messages".
Navigating Through Notices
The Notice list is ordered chronologically from newest to oldest. There are four navigation buttons that allow you to move around within the list of Notices:
double arrow left -- jump to first (newest) Notice.
single arrow left -- step backward through newer Notices.
single arrow right -- step forward through older Notices.
double arrow right -- jump to last (oldest) Notice.
Between the left and right notices the Navigation Position shows your current Notice Position and the Total Number of Notices in the list.
If there are no Notices in the current filter list the Navigation arrows will be disabled and the Navigation Position will show: 0 of 0.
When you are at the First (newest) Notice, the left arrow Navigation controls are disabled.
When you are at the Last (oldest) Notice, the right arrow Navigation controls are disabled.
Acknowledging Notices
Use the Ack button to acknowledge a Notice. This changes the status to Acknowledged and removes the Notice from the New filter list after the next Refresh.
Clearing a Notice
Use the Clr button to clear the Notice so it no longer appears in the controller. You must press Refresh to update the list.
Launching a Work Item
Use the Launch button to open the subject work item. The Launch button will only be enabled if there is a subject work item for the Notice; standard UWQ work item launch rules apply. The Launch button is disabled if there is no work item associated with the Notice.
Filtering Messages
Use the drop down filter to select the appropriate filter, then press Refresh to apply the filter and refresh the current list. Note that filters may not have any valid Notices.
Refreshing and Checking for New Notices
The refresh button can be used to refresh the current list after acknowledging or clearing a Notice or to apply filter changes. It may also be used to check for new Notices.
If you are configured for automatic refresh, the Notice controller will check for New Notices at regular intervals.
If you are not configured for automatic refresh you should use the refresh button to check occasionally.
The icWork Controller provides work access control icons and menu options that allow you to control your outstanding media and work requests, request a break and control the icWork display size.
The Next Media toolbar icon and Action menu option allow you to request a call from the current active media source. Use this to return from break or if you have used Stop Media to temporarily suspend call delivery.
Next Media delivers a call from the media source listed in the Media line at the bottom of icWork.
Next Media is disabled if you are not configured for media, media services are not accessible or you have not performed "Get Work" on a valid media source.
Use the Stop Media toolbar icon and Action menu option to stop call delivery. You should press Stop Media after you complete a call but before you complete the interaction. If you press Stop Media after you have completed an interaction it is possible for one more call to sneak in.
Stop Media is only active if you are configured for media and have outstanding call requests.
Use Next Work to request Distribution and Delivery of the Next Work item. Next Work only displays on icWork if you are configured for Queued Work Distribution and Delivery. You may need to configure the work source in Agent Workplace before work is delivered.
Use the Break Request button to request a break. You will be prompted to select a break reason. Press Break Request after you complete a call but before you complete the current interaction. If you press Request Break after you have completed an interaction it is possible for one more call to sneak in.
To return from break either select Next Media or Next Work or use "Get Work" from the Agent Workplace.
You may change your break reason without returning from break with the Change Break Reason control in the media source and work status area on icWork. You will be prompted to enter a new break reason.
Use the Size Toggle toolbar icon or Action menu option to toggle the icWork Controller size. It will display full size so you may access the tabbed plug-in controls or collapsed so that you may only access toolbar and menu actions and view your current work state.
The icWork Controller always displays your current work status and media source in the last to lines of the controller. The media source line shows the current selected media source, which includes the provider and classification or campaign. So if you selected Get Work from the "Gold Customer" classification of the Web Callback provider, it would show "Web Callback, Gold Customer".
The work status line (just below media) shows your current work status and the time you have spent in that status.
If you are on break the Break Change icon is allows you to change your current break reason without "returning from break" and starting a new break.
Use this procedure to view your current work status and activity state.
Oracle Forms Applications
Customer Support or TeleSales Agent
None
In the icWork Controller, click the Status tab.
Your session information will appear in the Activity Status pane. The following activity information is available:
Elapsed Login
Elapsed Break
Event Log
Current Status
Use the following procedures to manage sessions.
You can perform the following tasks:
Use this procedure to take a formal break from your Universal Work Queue session.
Note: You may only request a break if you are configured for session tracking.
You may only request a break if you are configured for session tracking.
Oracle Forms Applications
Customer Support or TeleSales Agent
None
In the icWork Controller toolbar or Actions menu, click Break.
In the Break Reason window, select the reason for the break and then click OK.
To resume work, do one of the following:
From the Universal Work Queue window, select a node and then click Get Work.
In the icWork Controller or the Oracle Applications toolbar, click Next Work to receive the next priority application work item.
In the icWork Controller toolbar, click Next Media to handle the next media work item of the current type.
Use this procedure to close the Universal Work Queue window and end your Universal Work Queue session.
Oracle Forms Applications
Customer Support or TeleSales Agent
None
Close the Universal Work Queue window (File > Close Form) or exit from Oracle Applications (File > Exit Oracle Applications).
If session history logging is enabled, the Break Reason window will appear.
In the Break Reason window, select the break reason and then click OK.
You may customize the Work Selector display for your current session if your administrator has configured you to allow this. You may only customize the Work Selector display from the Tree Work Selector, however all customizations apply when you switch to the Cascading Work Selector.
Note that you may not save your session customizations, when you start your next session the selector will return to display all of your configured nodes with counts.
Use the following procedures to manage nodes and counts.
You can perform the following tasks:
You may always hide node counts, even if you are not configured to customize individual nodes.
Use this procedure to hide node counts.
Oracle Forms Applications
Customer Support or TeleSales Agent
The counts column must be displayed.
If the Cascading Work Selector is displayed, use the switch selector control to change to the Tree Work Selector.
Right click on the Tree Work Selector title bar "Work Type".
From the drop down menu select to the "Hide Counts" box.
The Tree Work Selector will refresh and the counts column on the right will not display.
Use this procedure to display node counts.
Oracle Forms Applications
Customer Support or TeleSales Agent
The counts column must be hidden.
If the Cascading Selector is displayed, use the switch selector control to change to the Tree Work Selector.
Right click on the Tree Work Selector title bar "Work Type"
From the drop down menu uncheck the "Hide Counts" box.
The counts column on the right will display.
Use this procedure to hide a single node.
Oracle Forms Applications
Customer Support or TeleSales Agent
You must be configured to customize nodes.
If the Cascading Selector is displayed, use the switch selector control to change to the Tree Work Selector.
Right click on the root node you wish to hide. (You cannot hide by right clicking on a sub-node.)
From the pop-up menu select "Hide"
The node and its sub-node tree will be hidden.
Use customize nodes to hide two or more nodes at once.
Oracle Forms Applications
Customer Support or TeleSales Agent
You must be configured to customize nodes.
If the Cascading Selector is displayed, use the switch selector control to change to the Tree Work Selector.
Right click on the Tree Work Selector title bar "Work Type"
From the drop down menu select "Customize Queues."
This displays the Customize Queues dialog window.
Select the node or nodes you wish to hide from the list in the Displayed column. To select multiple nodes use either SHIFT-click to select contiguous nodes or CTRL-click to select nodes one at a time.
Use the single arrow left control to move selected nodes to the Excluded column.
Press the OK button to complete the change. (You may abort your change with the CANCEL button.)
If the Cascading Selector is displayed, use the switch selector control to change to the Tree Work Selector.
Right click on the Tree Work Selector title bar "Work Type"
From the drop down menu select "Customize Queues."
This displays the Customize Queues dialog window.
Select the node or nodes you wish to move. To select multiple nodes use either SHIFT-click to select contiguous nodes or CTRL-click to select nodes one at a time.
Use the up and down arrow keys on the right side of the window to move the selected nodes. Note selected nodes move together; discontinguous nodes will retain their position relative to each other. So if there is one node between two selected nodes, the two nodes will always have one node between them.
Press the OK button to complete the change. (You may abort your change with the CANCEL button.)
Use customize nodes to hide all nodes.
Oracle Forms Applications
Customer Support or TeleSales Agent
You must be configured to customize nodes.
If the Cascading Selector is displayed, use the switch selector control to change to the Tree Work Selector.
Right click on the Tree Work Selector title bar "Work Type"
From the drop down menu select "Customize Queues."
This displays the Customize Queues dialog window.
Use the double arrow left control to move ALL nodes to the Excluded column.
Press the OK button to complete the change. (You may abort your change with the CANCEL button.)
Use customize nodes to display one or more hidden nodes.
Oracle Forms Applications
Customer Support or TeleSales Agent
You must be configured to customize nodes.
If the Cascading Selector is displayed, use the switch selector control to change to the Tree Work Selector.
Right click on the Tree Work Selector title bar "Work Type"
From the drop down menu select "Customize Queues."
This displays the Customize Queues dialog window.
Select the node or nodes you wish to hide from the list in the Excluded column. To select multiple nodes use either SHIFT-click to select contiguous nodes or CTRL-click to select nodes one at a time.
Use the single arrow right control to move selected nodes to the Displayed column.
Press the OK button to complete the change. (You may abort your change with the CANCEL button.)
Use customize nodes to display one or more hidden nodes.
Oracle Forms Applications
Customer Support or TeleSales Agent
You must be configured to customize nodes.
If the Cascading Selector is displayed, use the switch selector control to change to the Tree Work Selector.
Right click on the Tree Work Selector title bar "Work Type"
From the drop down menu select "Restore Queues."
This will display all previously hidden nodes.
Note: You may also use the Customize Queues option to restore hidden nodes.
Use customize nodes to display one or more hidden nodes.
Oracle Forms Applications
Customer Support or TeleSales Agent
You must be configured to customize nodes.
If the Cascading Selector is displayed, use the switch selector control to change to the Tree Work Selector.
Right click on the Tree Work Selector title bar "Work Type"
From the drop down menu select "Customize Queues."
This displays the Customize Queues dialog window.
Select the node or nodes you wish to move. To select multiple nodes use either SHIFT-click to select contiguous nodes or CTRL-click to select nodes one at a time.
Use the up and down arrow keys on the right side of the window to move the selected nodes. Note selected nodes move together; discontinguous nodes will retain their position relative to each other. So if there is one node between two selected nodes, the two nodes will always have one node between them.
Press the OK button to complete the change. (You may abort your change with the CANCEL button.)
Use the following procedure to perform a selective refresh of node information or refresh of a specific node count.
Oracle Forms Applications
Customer Support or TeleSales Agent
None
If the Cascading Selector is displayed, use the switch selector control to change to the Tree Work Selector.
Right click on the Tree Work Selector title bar "Work Type"
From the drop down menu select "Refresh..."
This displays the Queue Refresh dialog window.
Use the radio button options to perform the following actions from this Queue Refresh dialog window:
Refresh All Work (this is the same as the Refresh Work option from the Tools menu.
Refresh All Work Type Counts. This only refreshes the counts and usually is faster than Refresh All Work
Selected Work Type Counts. This activates a list box immediately beneath the radio button option so you may pick the nodes to refresh the counts for.
Press the OK button to refresh counts or the CANCEL button to abort.
Use the following procedure to refresh all nodes with one click.
Oracle Forms Applications
Customer Support or TeleSales Agent
None
To refresh all work counts use the Tools menu option Refresh Work.
Use the following procedure to perform a selective refresh of node information.
Oracle Forms Applications
Customer Support or TeleSales Agent
None
If the Cascading Selector is displayed, use the switch selector control to change to the Tree Work Selector.
Right click on the node or subnode you wish to refresh.
Select Refresh Current Counts from the popup menu.
Quick Filters allow you to focus on specific work classes based on assigned criteria in a node. Use Quick Filter attributes to set the criteria for your current activities.
To filter a node's work items use Quick Filters to:
Specify work criteria on one, two or three quick filters by setting attribute values.
Apply quick filters.
Clear quick filters.
Restore the default filter settings for a node.
Note that node counts do not reflect the current filter settings; they always show the total qualifying work items for the node.
Use the following procedures to work with quick filters.
You can perform the following tasks:
Quick Filters and the Quick Filter apply button display at the Agent Workplace, just beneath the toolbar and above the Work Summary Panel. Quick Filter controls to Clear and Restore Quick Filter settings are toolbar icons and Action menu options.
The follow components control quick filter settings:
Quick Filter Selectors -- Drop downs that allow you to specify an attribute value for the filter. There may be zero, one, two or three selectors displayed across the top of the Agent Workplace, just above the Summary Table. Quick Filter Selectors only display for nodes that support Quick Filters for your current session.
Apply Filter button -- Use the Apply Filter button to apply the Quick Filter attribute values. The Apply Filter button is just to the right of the Quick Filter selectors; this button only displays on nodes where Quick Filters are accessible.
Clear Filter -- Use the Clear Filter toolbar icon and Tools menu option to clear the current filter settings and display ALL qualified node work items.
Restore Filter -- Use the Clear Filter toolbar icon and Tools menu option to revert to your administrator assigned default (startup) filter settings.
Set and apply filter criteria to focus on specific work item types and classes. Once applied the filter will last until you change it or for the rest of your session.
Use this procedure to apply quick filter criteria to your work view.
Oracle Forms Applications
Customer Support or TeleSales Agent
Node must support filters. You must be configured to access quick filters. Your responsibility must be assigned filter access for node.
Use one or more drop down Quick Filter selectors to set filter criteria by specifying values for each Quick Filter attribute.
Press the Apply Filter button to apply the filter settings.
The node's Summary Table will refresh, applying the filter settings.
Note: Use Node Counts. Node counts always show the current qualified work items for a given node. It is possible to set filter criteria that exclude all qualified work items. In the course of your work, you may close all of the qualified work that meets the current filter criteria.
Note: Quick Filter selectors always show the current filter criteria, unless you are in the process of changing filter values and have not yet pressed apply.
Use this procedure to clear the quick filters that you have applied.
Oracle Forms Applications
Customer Support or TeleSales Agent
Node must support filters. You must be configured to access quick filters. Your responsibility must be assigned filter access for node.
Press the Clear Filter toolbar icon or use Tools menu Clear Filter option to immediately clear current filters.
Quick Filter attribute values will be cleared.
Summary Table will refresh to show all current qualified work for the node.
Use this procedure to restore the default quick filter to your work view.
Oracle Forms Applications
Customer Support or TeleSales Agent
Node must support filters. You must be configured to access quick filters. Your responsibility must be assigned filter access for node.
Press the Restore Filter toolbar icon or use Tools menu Restore Filter option to immediately clear current filters.
Quick Filter attribute values will change to reflect your default node setting.
Summary Table will refresh to show qualified work for the node.
Note: Use Node Counts. Node counts always show the current qualified work items for a given node. It is possible to set filter criteria that exclude all qualified work items. In the course of your work, you may close all of the qualified work that meets the current filter criteria.