A31003-P3010-U106-16-7619, 03/2014
myAgent, User Guide 87
Appendix
Notes on the Use of DECT Phones
• Incoming calls to the station number of the agent
The presence status of the subscriber is visible via myAgent.
The calls appear only in the journal of myPortal. No transfer to the statistics
of the Contact Center occurs, since these are not Contact Center calls.
• Record a call
The recording of calls via myPortal is not registered by myAgent. myAgent
offers this function even if the recording of a call is already occurring via
myPortal.
Related Topics
13.3 Notes on the Use of DECT Phones
DECT telephones can be used as phones for contact center agents. However, the
differences in the operating procedure as compared to corded phones must be
taken into account.
Prerequisites for the Use of DECT Phones
• Only the DECT telephones that are currently released for operation with
HiPath Cordless Office and OpenScape Business Cordless may be used.
• The area within which the contact center agents move about must provide a
complete wireless coverage.
• The number of base stations must be such that enough B-channels are
available for the DECT telephones of the contact center agents.
• As far as possible, a contact center agent should not leave the wireless range
while logged into a queue of the contact center.
Differences in the Operating Procedure as Compared to Corded Phones
• Logging into a queue of the contact center is only possible through myAgent.
• No messages such as Available or Break, for example, appear in the display
of the DECT telephone.
• The control of a DECT telephone via myAgent (e.g., via the Telephony area
of the myAgent main window or the screen pop of the incoming myAgent call)
is not possible.
• Incoming calls can only be accepted via the DECT telephone.
• Outbound calls must be initiated via the DECT telephone.
Aspects to be considered when using DECT phones:
• Search time
For an incoming call, the time required to find the DECT telephone may take
several seconds (at worst up to 20 seconds) before a call is signaled on the
DECT telephone. During the search time, the caller hears the ringing tone.
The contact center evaluates this time as "pickup time". The actual pickup
time by a contact center agent thus consists of the search time and the alert
time (i.e., time until the call is answered).
If a contact center agent leaves the wireless range with his or her DECT
telephone, this may result in longer search times.
