Introduction
The Mini Client offers many of the same functions that the Agent Home provides, however in a far smaller format. The mini client is suitable, for example, to be docked on the frame of the screen, either in a browser or in form of a windows application provided by the system administrator you can install.
Moreover, the Mini Client can be used much easier with mobile devices than the standard ACD Client.
Furthermore, the Mini Client is particularly suitable to be embedded in applications from third-party providers, mostly as a browser-tab.
Access and Login to the Mini Client
The Mini Client is called via a separate URL which can easily be called via your normal Login-URL for the ACD portal.
Example of the URL to call the ACD portal
http://myServer/mySystem/CarrierPortal/login/myResellerUID/myClientUID
thus the following URL results to call the ACD Mini Client:
http://myServer/mySystem/CarrierPortal/mclogin/myResellerUID/myClientUID
Login to the Mini Client
To login to the Mini Client, you need the same login data you use for the normal portal.
Agent Status and Telephone Number
In the upper part of the Mini Client you see the current Agent Status as well as the active phone number. With a click on the respective status (coloured squares) or the phone number (1, 2, 3...) you can change the status or the phone number.
Inbound Status
In the area Inbound-Status you see the following data:
Current Calls | Number of current calls regarding all ACD groups you are a |
| Logged-In | Number of logged in agents regarding all ACD Groups you are a |
In Queue | Number of calls currently in queue regarding all ACD groups you |
Pause | The number of logged in agents currently in pause regarding all ACD groups you are a |
| Total Calls Inbound | The total number of inbound calls made to ACD groups regarding all ACD groups you are a member of. |
Busy | The number of logged in agents currently involved in a |
| Availability | Availability in the percentage of all calls Made to ACD groups regarding all ACD groups you are a See also: |
| In Service | The percentage amount of all calls accepted within a specified amount of time regarding all ACD groups you are a See also: This parameter determines the maximum time which should elapse between calls entering the system and being answered by agents.This value is used to calculate the service level percentages in the acd group. For example, if 20 seconds is configured here, a call is in service if an agent answers within 20 seconds of it entering the system. |
Total | Total number of calls on the current day regarding all ACD groups |
Agents
In the Agent area you see a table of all the agents. It contains the following columns:
| Groups | Name and in brackets the number of the ACD group |
A | The number of logged in agents. |
F | The number of free agents. |
V | Availability of the group. Green = Agents in group available, Red |
Groups
In the Groups ("Gruppen") section you will see a table of all groups. The following columns exist:
Groups | Name and in brackets number of the ACD group. |
A | Number of logged on agents. |
F | Number of free agents. |
V | Availability of the group. Green = agents available in group, |
Call Control
During a conversation, with the call control you can carry out the same functions as in Agent Home. With the tabs you can choose agents, groups, PBX Users as well as numbers and synonyms as a redirection destination. With the tab TAC you can set transaction codes. Please refer to Agent Home for more details on individual functions.