What is the Motion Phonebar Vers.5?

The Motion Phonebar is an auto-adapting and always-on-top application used by the Customer Care Agents to manage incoming and outgoing calls, along with simple way to perform login/pause/logout actions to the Queues predefined by the supervisors.

The Motion Phonebar enables your customer care Agents to manage not only the phone calls but also any Multichannel Interaction (i.e. Web Chat, Email, SMS, Social Media messages and more), thanks to the blending with the Omni Desktop Interface, where the Agents can access to their Contact Management (advanced address book) and pop-up screens providing value added information about the customers on-line, and to Real time Channel dashboards.

The Agents that log into the system can access only the functions set in their Profile (and this is very useful in work environments that share positions, as usually Call Centers are), according to their skill level 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 System Administrator. 

They can also very easily set their status and pauses on the Phonebar, share a conversation or forward it. The Supervisor can (if allowed by the Administrator) use the Chanspy utility (to barge in or whisper during a conversation between Customer and Agent.

The Phonebar is independent from the machine environment and can be integrated with other applications (like Zendesk, Salesforce, Sugar CRM, and more)

Any time the Phonebar is run, the system checks if there is a new version available and it's very easy to download and install it (no manual configuration is required).

Starting from Phonebar version 5.1.24.0, this notification can be disabled by the Administrator: in this case the Agents can download the new version using the button  in Settings/About.  

The Phonebar (version 5.1.21.0 or later) allows Agents passwords reset and full management: the rules follow the setting (see Security Suite and GDPR Compliance) chosen by the Administrator.

Commands and Functions List

The following is the list of the functions icons available on the Motion Phonebar for the Agents:

The Motion Phonebar Guide

To start the Phonebar use the Windows start menu or double-click on the Icon on your desktop:

After that, the login panel will appear: insert your host and Agent credentials.

You can also choose a different language for your Phonebar interface (by default the language is the same as your desktop).

Start or Stop a Pause

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, they will be shown and can be chosen clicking on the pauses list button :

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

The Agent can also chose to start a Partial Pause on one or more of Channels, clicking on the name of it 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:

and the Available Channels List is reduced.

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:

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 (only on Motion V.2: restrictions apply on Motion V.1)

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 (only on Motion V.2)

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.

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 and automatic:

• Manual allows the Agent using the Phonebar to record video sequences of what happens on his/her desktop clicking a specific button that will be displayed on the Phonebar . Once clicked, 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). 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).

• Enable Automatic Screen Recording means that 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 (only on Motion V.2)

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

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 (the latter using the Messenger on the OmniDesktop GUI) 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):

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: 

Settings   

Clicking on the Icon or button next to the Agent Name, the Agent can access to the Phonebar Settings.

Profile

The Profile section shows:

• the extension number of the agent
• the actual XCALLY Motion server address
  
  

Only on Motion V.2 you have:

• the password expiration date. If the security suite is enabled, at the first login or after the expiration date the Agent is asked to change the password and must follow the security rules about the password syntax:
  
  • Minimum length of 8 characters
  • At least one lowercase letter
  • At least one uppercase letter
  • At least one digit
  • At least one symbol in the range ~!@#$%^&-_=+[{]}.

• the button the Agent can use to change the password manually (Change password):

Services

The Services section allows the Agent to set some call features like:

• Auto Answer: if enabled the calls will be automatically answered after the default delay (in the picture is 20 seconds) and the Auto Answer red icon is shown on the Motion Phonebar . The Agent can disable/enable the Auto Answer function for the current work session.
• Call Forwarding (Unconditional): the Agent can set an automatic forward of any call received, i.e. all calls will be transferred to the number specified (this setting is notified by this sign )

This functions are related to the Enable Settings set by the Administrator on the Agent's profile: if this switch is turned off these values cannot be changed by the Agent

Audio

In this section you can set the audio devices, like speakers and microphones, or the ringtone volume:

About

in this section you find the software release and version installed on your desktop.

If you click on:

• • Software Update: the program checks if there is a new version of the Motion Phonebar to replace the current one (this feature is available only if the proper general system Motionbar Settings are enabled. This feature requires at least the version 5.1.24.0 of the Motion Phonebar on the workstation in use)
  • Documentation: you can view the Agent Desktop documentation (Phonebar and Omnidesktop) 

Enabling Phonebar API

If you need to enable the Phonebar API for the Agents you should edit the Agents Settings (the Remote Control must be enabled: this operation must be done by the Administrator only).