What is the Motion Phonebar?

The Motion Phonebar is an always-on-top application used by the Customer Care Agents to mainly manage incoming and outgoing calls.

The Agents can access the functions set in their Profile, according to their skill levels or tasks in a teamwork: they will only receive and manage the calls landed on the queues the agents belong to and perform  actions defined by the Administrator or Supervisor.

These configurations are associated to the single Agent credentials, so the application shows customized features with different log-in to the system: this is very useful in work environments that share positions, as usually Call Centers do.

In fact, some features are available only for enabled Agents by the Administrator or Supervisor. Please see the Settings section and the Agents configuration parameters.

Log In 

1. Open the Phonebar application, using the Windows start menu or double-click on the Icon on your desktop:
2. The login panel will appear: insert your host and Agent credentials. (If the Security Suite is enabled, at the first Login, the Agent is asked to set a new password).
3. Choose the language for your Phonebar interface (by default the language is the same as your desktop).
4. Click on the "Remember me" box to save your credentials (This feature must be enabled by the administrator).

Incorrect Login

• Administrators can define what is the maximum number of incorrect login attempts that the system can allow: when the number of attempts allowed is reached, the account of whoever exceeds it is temporarily blocked. It can be unlocked:

1. 1. manually by the Administrator (editing the blocked Agent account and clicking on the Unlock function of the Security Suite Section). When this happens, the Agent is asked to contact the administrator to unlock the account.
   2. automatically, after a certain period of time in minutes (which must be specified by the Administrator in the Admin Settings→ Security Section).

• The Agent's login name must be unique: simultaneous login using the same credentials is forbidden.

  If an Agent logs in using the same credentials of another the Agent who is currently logged, the system shows an alert:

  

  If the second Agent confirms to log in the previous Agent is logged out automatically:

  

• The agent's PC must have an audio device (microphone + speaker) properly installed in order to use the Motion Phonebar. Otherwise the following message will be displayed on the login popup:

• If you see a Forbidden status after logging in the XCALLY Motion server, ask your Administrator to check your Agent Profile typology: this value must be "Phonebar" to make the communication with the server work!
  
  
• If you are notified your license is going to expire, please contact your system Administrator ASAP!

Phonebar Update 

• Any time the Phonebar is run, the system checks if there is a new version available and automatically does the update. 

This feature can be disabled by the Administrator: in this case the Agents can download the new version using the button  in the Setting Section.  

Commands and Functions List

In-Call Functions

The Motion Phonebar Guide

Agent Status

The Agent can receive incoming calls only if his Status is set as Ready:

• The Agent can start a global pause using the Phonebar button:

The Default Pause counter is then shown on the Phonebar:

• If the Administrator has defined customized pauses (i.e. Backoffice, Lunch Break), the Agent can see and choose the suitable pause, clicking on the pauses list button :

• The Pause ends when the Agent clicks on the Ready button: 

• The Agent can also choose to start a Partial Pause on one or more of Channels, clicking on the channel name shown on the Available Channels List:

If a Partial Pause is chosen on one ore more channels, the Agent Pause display and counter will show it:

For example, if the Agent clicks on the Ready Channel List button and select "Voice", the Agent will be available and with Ready status only for the Voice Channel; the Agent will result in Pause Status for all the other channels. 

• If the server is busy, the button turns to grey and becomes inactive until the pause is started (this prevents the Agent from clicking several times in case of delayed pause activation)

Place a call

The simplest way to make a call is to enter the name or number into the call entry field  

or to use the Dialpad shown clicking the icon : 

Then click the Call button  or press Enter to start the call and a call panel appears as follows: 

• If your Call must be associated to a Service, and the Agent has been associated to the Service itself (in the form of an Out Prefix), you can chose one of them from the list:

This Option is available only if the Service Prefixes are defined and the Agent is configured to use them.

Remember that the Administrator can also set this choice as mandatory any time the Agent places a call.

Place New Calls

To place a new call without hanging up the current call, simply place a call in the usual way.

A second call panel will appear next to the other call and the previous call is automatically put on hold:

End a Call

Click the End button  on the call panel (the call must be active or on hold) and the call panel closes after a few seconds.

Handle Incoming Calls

As soon as incoming call is received, a call panel appears, showing information about the call:

You can use the icons and buttons of the panel to control the call:

• To answer the call: Click Answer button  from the call panel.

• To decline the call: click Decline button  from the call panel

• To forward the call: click Forward button  from the call panel and a transfer window will appear: enter the name or the number to transfer to and then confirm

Handle an Established Call

During a call, its details are displayed in a call panel:

You can use the icons and buttons within the panel to control the call:

• Hold the call: Click Hold button  from the call panel(to take the call back off hold click Resume button )
• Transfer the call: Click Transfer button from the call panel. You can have two types of transfer: Blind (Unattended) Transfer or Attended Transfer (see below).

• End the call: Click Hangup button  from the call panel.

A default POP-UP containing useful information about the call is shown simultaneously to the Agent:

Transfer a Call

Click on the   Forward icon and then the Transfer window will appear in order to make you choose one of the available transfer methods:

Blind (Unattended) Transfer

Enter the name or number for the transfer destination and click Transfer: the call is placed to the destination in a few seconds (without speaking to the person you're transferring the call)

Attended Transfer (Call then Transfer)

If you want to speak to the agent before transferring the call you just need to call him and then to select his name and number in the Attended Transfer section and then click on Transfer.

Warm Transfer

In a warm transfer more actors are involved, like in the following example:

Agent 1 answers the call and then places the Customer on hold

Agent 1 calls Agent 2 (Agent 1 and Agent 2 speak together)

Agent 1 places the calls on Conference (Agent 1, Agent 2 and Customer speak together)

Agent 1 performs the Warm Transfer by clicking the transfer button (Attended Transfer) on one of the two calls, (it doesn't matter which of the two) and leaving the Conference (only Agent 2 and Customer can speak together now)

3 Way Conference Call

This allows agents to initiate a conference call.

Agent 1 answers the call and then places the Customer on hold

Agent 1 calls Agent 2 (Agent 1 and Agent 2 speak together)

Agent 1 places the calls on Conference (Agent 1, Agent 2 and Customer speak together)

Record a Call

The Agent can start recording a call during the conversation, clicking on the Record button  

This can be possible only if the Administrator has enabled this function in the Agent's Advanced Setting.

Clicking the Record button, the list of the active recording files is opened showing the Actions control buttons.

The call will be recorded until the Agent clicks on the Stop button:

To start it again the Agent should press the start button: 

and this stop/start can be done as many times the Agent needs.

The Agent can start a new separate recording clicking on  (only 2 recordings per call will be possible):

All the Voice Recordings will be available for the Supervisor's review.

Automatic Call Recording

The Administrator can set an automatic recording feature to:

• specific Agents (receiving a call)

• Queues (all the calls received from that queue)

• Outbound Routes (all the calls done on that specific route)

 that will be activated whenever the call is taking place in one of these contexts.

Unlike a normal call display:

the Agent in this case will be notified the call is being recorded by the record button becoming red on the Phonebar.

Clicking on this button the Agent can pause the recording:

and start it again:

as many times is needed, or start a new recording clicking on  (only 2 recordings per call will be possible).

All the Voice Recordings will be available for the Supervisor's review.

Calls History

Clicking on the icon  you can see a call history log containing the last calls you've done/received:

You can order the list by Contact name/Number or by Date: click on the column header to do it.

If you want to call a Contact in the Calls History, you can just click on the handset button (in the column Action) referring to that contact.

Remember: When you log out the call history is reset. If you want to delete the Call History contents, click on the icon

Screen Recording

ScreenRecording is a function available when an Agent is using the Phonebar and is managing a voice call. 

The Agents can record and save operation sequences performed on the desktop if the Administrator allows this function in the Agent Settings profile.

There are two types of Screen Recording: 

Manual: the Agent uses the Phonebar to record video sequences of what happens on his/her desktop.

• By clicking the Video Recording button , the REC button becomes red  and blinks to display that the recording is going on: to stop recording the Agent can just click on the same icon (which turns grey again and stops blinking).
• By selecting "Video Recording" from the Command Menu, a preview of the screen is shown. The Agent must click on the REC button to start the recording and on the STOP button to end the recording. 

• For the Agents configured to use this type of Screen Recording, the Supervisor can start and stop this function directly from the Agents Realtime environment (the Agents will be notified the screen recording is in use always from the icon changing color mechanism).

Automatic Screen Recording: the system starts recording a video sequence every time a voice call is received or placed by the Agent using the Phonebar (it stops automatically when the call ends). In this case the Agent has nothing to do to start  or stop the video recording: the REC button will become red and blink in order to display that the desktop activities are being recorded (the Video recording can never be stopped or started manually by the Agent).

• The files generated using one of the Screen Recording functions mentioned above will be available on the Agent PC. By default they will be saved in: 

Video/AgentId_AgentName/<year>/<month>/<day>/<filename> .  

A path different from the Video directory (e.g. on a network drive) can be specified in the Settings --> General section by the Administrator. 

Command Menu

When you click on the Command Menu  icon, the following entries will be shown:

Only enabled Agents see and have the possibility to use these features:

Agent Presence

You can use this function in order to see the agents connected/not connected to Motion and to call them directly. The agents can be retrieved by their queue, name and status.

When you click on agent presence the system will show all the Agents configured on you Motion server and their status:

If the silhouette is red it means that the agent is not connected to Motion at the moment: as soon as he enters the system the silhouette will turn green  automatically.

If the Agent is in Pause the silhouette becomes yellow .

The list is automatically refreshed as soon as an Agent status changes.

You can call directly an Agent from the Agents Presence list: just click on the telephone  button.

You can transfer a call to an Agent from the Agent Presence list: just click on the transfer  button.

You can filter the results by name (or part of it), or select an agent by status or by queue they belong to.

Click on  in order to apply or remove the filters:

Queue List

You can use this function in order to see the queues available and to call them directly. The queues can be retrieved by their name (use the filters to do this).

When you click on queue list the system will show all the Queues configured on you Motion server:

For each queue you have the list of calls managed and their status:

• Waiting

• Talking
• Answered
• Unmanaged

You can call directly a queue from the queue list: just click on the telephone  button.

You can transfer a call to a queue from the queue list: just click on the transfer  button.

Internal Messenger

The Internal Messenger can be used to chat with other Agents or the Supervisor logged to the same Motion Server.

In addition to the messages exchange, the members of the list can be called clicking on the corresponding telephone icon: 

Clicking on the header button   the Agent/Supervisor can access the Internal Messenger and see all the available recipients (those with a green badge are logged and those with a red one are not logged):

TIPS:

1. Remember to refresh the list status from time to time!
2. The list can be filtered by Name and Queue: default is all for both of them

If you have unread messages you'll see the number of them in the red badge on the header button:

In this case, when you enter the Messenger the unread messages senders are positioned on top of the Agents/Supervisors list:

Click on the unread message to read it all:

Reply to the message: 

When the message have been received by the recipient you'll see the blue checkmark:

Otherwise the checkmark is green:

Please, note that Group messaging is not available yet for Phonebar Agents: if a message is being exchanged within a Group, the Agent using the Phonebar Messenger will not be aware of it.

Video Recording 

This feature is available only for enabled Agents. By selecting "Video Recording" from the Command Menu, a preview of the screen is shown. The Agent must click on the REC button to start the recording and on the STOP button to end the recording.