KTH offers a smart communication solution that can replace your traditional group number.
The contact centre solution is named MiCC Enterprise.
The officers tool provide efficient call management, for example chat, sms, voice, fax and e-mail, which increase their efficiency and availability, something that in the end is profitable for the caller.
The officer can him- or herself adapt the screen and the settings will be changed when he or she changes work station.
You can get good statistics and can follow up your organization.
Log into Agent
To access Agent on the computer, an order must have been sent to teleservice first.
Getting started with Agent:
Go to search and get the agent
Log on ID: Your username
Password: The password is your 4 digit connection
Extension number: Your 4 digit connection
Extension password: Leave blank
Extension Type: Desktop Phone
Click OK
You can have more detailed manual from teleservice.
Log in with your mobile if you are not at your computer.
Login according to the instructions below
Call 59782 from your mobile phone
A computer voice says “ Please insert your personal code”. The personal code is your own connection (4 numbers, for example 6000)
A computer voice says “Enter 1 to make you available, enter 0 to make you unavailable”.
After pressing for example 1 the computer voice will confirm “You are available for service conversation”
When you then call 59782 to make you unavailable the computer voice will immediately day “You are available for service conversation, for availability enter 0”.
After pressing 0 the computer voice will confirm “Your are unavailable for service conversations”
The conversation is broken
Obs! When you log in via the mobile then you are not visible in the client Agent.
See current queues in Agent
You can see the real-time in your agent graphic or table view.
Do like this:
Click on the headset at the far left in the Agent and then Display Real-Time.
Start the Real-Time window.
Click on select groups and choose the group you want to monitor. Click Ok.
How to read the graphic Real-Time window
Green= Someone is talking with a user who has called here.
Blue= Someone is calling to a user
White = Available agents exist
Grey (up) = No agent logged on
Grey (down) = Queue. This grows down and show for how long the one who has been in queue the longest has waited.
Demo and order
We offer a demo and order of MiContact Center Enterprise. If you already have a group number, we will integrate it, otherwise we will create a new number for you.
To order we need to know following:
If you already have a group number
Welcome message –” Welcome to ….
Night message- Our opingshours are .. between example 13.00-15.00. You can email us at: ..@kth.se”
Que message- ” You have come to ….. Thank you for waiting, we will soon take your call"
If you want to have English or Swedish language
The computer name which will have agent installed on
