To login to the
In Contact system, go to:
https://na1.nice-incontact.com/login/
Once there,
type in your username which will be your goodwill of the finger lakes email
address, tab over to the next button and press enter. Next, type in your password, tab over to
the sign in button and press enter.
There are two
ways of launching max:
1.
Once
you’ve signed in and are on the “chat landing” page, you can
use the JAWS hot key Alt + shift + l, which will launch max for you then
proceed with the step “once max is launched” below.
2.
In
order to launch MAX, look for the graphic that says, “Nice-ic-White”.
Directly under that graphic is an unlabeled link, click on that
link. Once you’ve done that,
press control + end to navigate to the bottom of the page. You will land on a link that says
“MAX”, click on that.
Note: sometimes it takes a moment or two for the dropdown to appear, so
if you don’t see it right away, just give it a moment.
Note:
MAX will launch in a different window.
Once MAX is
launched, you will land in a box with three radio buttons, arrow down to the
third radio button (integrated softphone), you may need to press the space bar
to select the radio button, tab over and check the remember me box, tab once
more and press the space bar on the connect button. The remember me check box just means
that the integrated softphone radio button will be selected by default when
next you launch MAX.
Once
you’ve entered MAX, the first thing you’ll see is a collapsed
button which by default says “unavailable”. This is where you’ll go to change
your availability status. Press
enter on the button to expand the options.
Use your up and down arrow keys to scroll through the options, once
you’ve selected the one that best suits your circumstances, press enter
on your selection and the menu will collapse and your status will be set to
that selection. This is where you
will go to log out of MAX as well.
You can also
press alt + shift + s to open the list options, and first letter navigation
will work if you use this option.
However, you will need to use the collapsed button in order to log out
of MAX.
The next two
buttons you’ll come across are: “agent leg inactive”, and
“agent leg connect”.
These are how your calls connect, and you don’t need to do
anything with them. The next heading you’ll see is, “personal
queue” by default below that you’ll hear that your queue is empty.
In order to
navigate to your personal queue, press alt + shift + q.
Next on the
page is the heading “coming up”. This is where you’ll see if you
have any meetings etc. scheduled.
Right below that is where you’ll see if you have any events
scheduled for the current day. If
there are none, it will say: “you have no events scheduled for
today”.
Right below
that is “call history”.
This is the area where you can view your recent logged calls.
Below this is
the inbound phone button. This
button appears once you’ve been placed in queues or skills as
they’re called. When you
click on this button and scroll down past the toolbar, you will see what skills
you’re in and how many calls are waiting, if any. You may also use first letter navigation
and press h to navigate to what’s below the toolbar more quickly.
Next is the
“agent reports” button.
If you click on this, you will be able to see your own metrics. How many calls you’ve taken,
answer time, your productivity (how long you were in available) and your
assigned skills.
Next is the
“toolbar with 5 buttons”.
Note: you can navigate to the toolbar by pressing alt + shift + b. Those
buttons are:
·
New
·
Schedule
·
Messages
·
Launch
·
More
These buttons
are what you’ll use to navigate the different functions in MAX.
Press Alt +
Shift + n or click on the new button in the toolbar.
The new button
is where you’ll go if you want to make an outbound call, make third-party
calls and transfer calls. It is
also where you go if you need to reach a coworker or supervisor. When you press the new button, your
cursor will land on the edit field where you would enter the phone number if
you were placing an outbound call.
You can also use the edit field to search for another agent. If you arrow down, you will find the
“my team” tab. This is
where you’ll be able to see the members of your team. The next tab below “my team”
is “history”. This tab
will show you your call history.
Below these two tabs you will see two headings. Both of these headings are
clickable. The first is
skills. This will display the
skills you’ve been assigned.
The other is agents. When
you click on that, you will have several options. Including all agents. You can also view the agents on your
team or the supervisor team.
This is where
you’ll go if you need to schedule something such as a meeting or a call
back for yourself.
At this time,
the messages and launch buttons aren’t active as we don’t have any
extra functionality, so they can be ignored.
The more button
is where you’ll find buttons such as settings. Note: when you select the more button,
the options appear above the toolbar, rather than below it.
Those options
are:
·
Agent
leg inactive
·
Agent
leg connect
·
Information
·
Settings
·
Event
log
·
Feedback
·
Help
In settings
you’ll see these options:
·
Help
·
Display
·
Accessibility
·
A/V
notifications
·
Integrated
Softphone
Integrated
softphone is what you’d select if you want to change your ringtone. There are three ringtone choices. By default it’s set to ringtone 1.
Once you click on the integrated softone button, and
you hear ringtone 1 button, tab once and you’ll find the combo box with
the three ringtone options. When
arrowing through to the different options, they will play. Once you’ve decided on the one you
like, simply tab out of the combo box and the ringtone you’ve selected
will be set.
The other two
buttons in integrated softphone are mute and auto answer. Please make sure the auto answer is
toggled off
To answer a
call from anywhere, please press windows + shift + o as before. If you happen to be in the MAX window
when the phone rings, you may also use alt + shift + a. In order to get the skill set to
announce if it hasn’t, you would press alt + s as before. Note: the skill set will not announce
until you answer the call. There
will be a moment between the time you answer the call, and the time the call
engages and in that time, you should hear the skill set announce. To reject a call, you would press
windows + escape. In order to place
a caller on hold, you would press alt + shift + h, or click on the hold
button. To hang up the phone as
before, you can press windows + shift + h, or click on the hang up button. If you click on the hang up button, you
will find two buttons, one is resume and the other is hang up. This does not pop up if you use the hot
key command. You must be in the MAX
window to place a caller on hold, or to hang up. The hot key commands for those functions
only work in the MAX window.
When on a call
and you need to use the dial pad, you can press alt followed by the number
needed. Pressing alt plus 1, alt
plus 2 etc. will dial the number for any outbound call you need to make.
Note: alt + # =
the pound sign, alt + * = the star sign.
As it was with
the old system, you’ll need to dial a 10 digit number when making
outbound calls.
To place a
third party call during a call, please press the “transfer, consult, or
email” button. Or by pressing
alt + shift + t. This will open an edit box. Type in either the name of the agent or
supervisor or outside number you need to reach and press the enter key. A call button will appear under the name
or number of the party you need to reach.
When you click on that call button that will place your caller on
hold. You will then need to click
on the accept button, or use alt + shift + a in order
to consult with the third party.
Once you’ve consulted, you can either conference the original call
in by clicking the conference button, or by pressing alt + c, or transferring
the original call to the third party by clicking on the transfer button or
pressing alt+t.
The following
JAWS hot keys have been created for the InContact phone system:
Unless noted,
all key assignments need to be done within max.
·
Launch
MAX Window – ALT+SHIFT+L.
·
Focus
the MAX window from anywhere – WINDOW KEY + ALT + P.
·
Accept
a call from any window – WINDOW KEY + SHIFT + O.
·
Accept
a call (must be in the MAX window) – ALT + SHIFT + A.
·
Hang
up (must be in the MAX window) – WINDOW KEY + SHIFT + H.
·
Reject
a call (must be in the MAX window at present) – WINDOW KEY + ESC.
·
Say
Skill Set – ALT + S.
·
Say
Call Information – ALT + SHIFT + I.
·
Set
Status – ALT + SHIFT + S.
·
Personal
Queue – ALT + SHIFT + Q.
·
Move
to toolbar – ALT + SHIFT + B.
·
New
Button – ALT + SHIFT + N.
·
Hold
– ALT + SHIFT + H.
·
Transfer,
Conference, or Email – ALT + SHIFT + T.
·
Transfer
Button – ALT + T.
·
Conference
Button – ALT + C.
·
Reread
any prompt – INSERT + TAB.
·
Read
a dialog box or read a window – INSERT + B.
·
List
JAWS Hot Keys for InContact – INSERT + H.
·
Get
more hot key help for Google Chrome – INSERT + H pressed twice quickly.
·
Get
help on InContact keys – INSERT + W.
·
Say
JAWS script version number for InContact scripts – INSERT + SHIFT + Q or
SCROLL LOCK + Q.
·
Get
JAWS configuration information – INSERT + Q.
·
Set
user preferences for InContact Scripts – INSERT + SHIFT + V.
·
Read
the title – INSERT + T.
·
Display
a list of headings – INSERT + F6.
·
Display
a list of links – INSERT + F7.
·
Display
a list of buttons – CTRL + INSERT + B.