By default, the agent's login information is updated, except the Username, after the Media Bar login if the values are changed in the agent password and/or workstation. If the agent doesn’t want to update the values, then the agent needs to set the value for ‘Disable Agent Update’ to true in the Config Server. Agent username will always be in read-only mode. It is not allowed to edit.

By default, the agent will be able to edit the agent information while login. ‘Agent Select Editable’ is disabled on the Config Server. By default, it’s true/checked. If the agent does not want to update the agent information while login in, the administrator can enable and uncheck the value.

When you are ready to end your session, click the Logout button located in the header section of the Harmony WebBUI Media Bar. On logout, the login window will be shown with pre-populated credentials and Workstation info. If the ‘Agent Select Editable’ is enabled (By default it is enabled) in the Configuration Server then the agent may edit his credentials or Workstation info, if there is any change otherwise, we can leave it with the pre-populated values and click the Login button to login again.

Agent may exit the Oracle Service Cloud without properly logging out from the Harmony Media Bar.

* It is recommended to logout Harmony Media Bar first then exit Oracle Service Cloud.

This control is a drop-down box, which contains the list of Agent Statuses which are configured in the PureConnect Server will be shown into the Agent status drop-down, by using this, Agent can change his status to Available, Wrap-up (ACW – After Call Work), break, lunch, etc. Agent statuses are directly pulled from PureConnect server during Harmony WebBUI Media Bar login.

When agent has no workgroup assigned. Then after agent logged in, agent will see the warning in yellow color.

When agent has no active workgroup then he will not receive any interaction until he activates the workgroup.

The warning message will be shown to the agent when no active workgroups found.

Displays the name of the workstation agent currently logged in.

After login, Channels will be loaded for the skills agent is configured for. For example, if the agent is skilled to handle voice only then Voice channel only will be loaded.

After login, the agent status will be shown as Unavailable or Agent status set in the previous session.

The dialer button (dotted icon) will be available in the Voice Channel. We can make an outbound calls using Dialer button. Click the Dialer button to open the Dial Pad window to make an outbound calls.

After agent changes his status to available by using the drop-down box located in the header section. The Channel State Indicator will be in green color and Available text will be displayed.

Agent Requested Wrap-up (ACW - After Call Work)
While the agent is handling an Interaction, he can change his status to Wrap-up (After Call Work). After the end of the call, the agent status will be changed to wrap-up the channel state indicator will be changed to yellow color and the Channel State text will be ‘Wrap-up’. After the agent completes his wrap-up work, he can change the status to Available, or at the end of the predefined wrap-up timer, the agent status will be automatically changed to available.

Auto Wrap-up

If the auto wrap-up is enabled in the PureConnect server configuration, after the end of the phone call, agent status will be automatically changed to Wrap-up. It will stay in wrap-up mode until the end of the pre-defined wrap-up time set in the server configuration.

If agent chat status is Unqualified in OSC we are showing an error when the agent hover on that Triangle.

If OSvC status is “Logged Out” then we must click on

to login again.

Interactions
This section contain panel for each voice interaction (Phone call), email interaction and chat interaction. If the agent is skilled to handle concurrent interactions, there will separate panel for each interaction.

This button is used to make Consult Call.

This button is used to view the data attached to the call.

This button is used to send disposition.

The section marked in the below images indicates the Conversation section of the call. The interaction panel will look as below when a new call comes in and before the agent picks up the call.
Click this button to pick up the call.

After answering the call:

This button is used to hold the call.

This button is used to disconnect the call.

This button is used to make Blind Transfer.

This button Is used to make Blind Conference.

8011 This number indicates the caller Id. If the phone call is an internal call then it will show the other party’s extension or for an external, it will show the calling party’s caller Id (ANI – Automatic Number Identification). If the calling party’s name is available, it will be displayed above the caller Id.

35 min 7 s This show the call duration. How long Agent is talking to Calling party.

If the agent is handling an incoming email, the panel header will display the E-Mail icon and Incoming Email.

After accepting the email:

This button is used to Accept email.

This button is used to complete the email interaction.

Click this button to open the Disposition drop-down box and a disposition to submit.

Click this button to view the data attached to the Interaction.

After accepting the Chat:

When the new voice call comes in, the agent should pick up the call by clicking the Answer button as indicated in the image. The incoming call could be an external call from a customer, or it could be an internal call from another agent in the contact center.

When the new voice call comes in, the agent can transfer the call to his voice mailbox, configured with Agent’s Extension in the PureConnect server, by clicking the Transfer to Voice Mail button. Customers can leave a voice message.

While talking with calling party, the agent can put the call on hold by clicking the Hold button as indicated in the image. The calling party will be on hold and hearing hold music.

While talking with the customer, agent can do the blind transfer to another agent. By clicking the Blind Transfer button, the dial pad will open, and agent can dial the number to transfer the call.

While talking with the customer, agent can make a conference call with another agent. By clicking the Initiate Conference button, the dial pad will open, and agent can dial the number and the call will be conferenced.

Once the conference call is connected, the interaction panel will look as below:

The conference party name and extension will be added into the Conversation section and new timer will be shown which shows duration of the conference call.

After finished talking with the calling party, by clicking the Hang-up button, as indicated in the image, the call will be disconnected.

If the call is being recorded, the agent can click the Pause Recording button to pause the recording. This is useful when the agent is collecting any sensitive information from the customer, for example, Credit Card information, he can pause the recording to avoid recording the sensitive data.

After the secure pause recording is started, the recording will be paused for the pre-defined pause time, count down timer will be displayed. At any time during the pause the agent can click Resume Recording button to resume the recording. At the end of the pause timer, the recording will be resumed automatically.

After the consult call is connected. The Consult party conversation will be added to the Interaction panel as shown below.

While agent is talking to consult party, hold button in the primary conversation will be changed to Retrieve since the call with customer is on hold as shown in the below image:

The image (right) indicates the agent is talking with Consult party and customer is on hold.

During the consult call, agent can transfer the call to consult party by clicking the Transfer to consult call button as shown in the below image.

While talking with the Consult party, the agent can conference with the customer and consulting party by clicking the Conference consult call button as shown in the below image:

After conference call is connected, then consult conversation is removed from the Interaction Panel and consult party’s name and extension will be added into the Primary conversation.

During the consult call, the agent can disconnect any party by clicking the Hang-up button appears in the parties Conversation section and continue talking to the other party.

Agent can view the call data attached with phone call, by clicking the View Data button, including Caller ANI, DNIS, Call Id Key, Interaction Id, Call Type, Workgroup Queue Name and any other data attached with the interaction.

If the Disposition is enabled in the Configuration Server under Environment Feature Settings, Agent can send a disposition by selecting a value from the list presented in the Disposition drop-down list or he can freely enter any value (if ‘Disposition is Editable’ is set to True in the Configuration Server under Interaction Disposition Settings) and hit enter to submit the disposition.

If the disposition is required (if ‘Disposition is Required is set to True in the Configuration Server under Interaction Disposition Settings) and it will have highlighted in red border in the disposition box until he selects a value from the list or type a new value and hit enter.

After sending the disposition value, the box will have highlighted in green border.

If the Interaction is disconnected, whether by the agent or by the calling party, before sending the disposition, agent must submit disposition to complete the Interaction.

During the call at any time if the agent needed to send DTMF signal, he can click the Send DTMF button and click the number in the dial pad.

Dialer button is in the Voice channel which allows you to make outbound call. By clicking Dialer Button Dial Pad will be opened and you can enter the destination number to make an outbound call.
There are three ways you can enter the destination number.

1. Enter the number in the Quick Dial text box.
2. Click the numbers from the dial pad.
3. Select the number from the Quick Dial drop-down.

This dropdown only visible when it is enabled from the config server. Dropdown shows the agent related all the workgroup list. If we select any workgroup and dial with quick dial number, then we will see the selected workgroup value in View Data after adding interaction. Empty value added in the dropdown to reset the selection.

1. Quick Dial Numbers - Pre-configured list of quick-dial numbers which are added into the Quick Dial tab in the Environment in the Configuration Server.
2. Directory List - This consists of Workgroups (Work Group Name and Work Group Extension) and Agents (Agent Name and Agent Extension) which are available in the Company Directory of the CIC server. Agent can select a desired workgroup or agent.

When the agent selects the agent name from the quick dial dropdown, he will see agent availability like
Agent status (Name of the agent)
Logged in status.

If agent is not logged in or not available, then remote agent status will not be visible.

And If agent is logged in and available then remote agent status will visible in the green color.

• Remove Leading plus (+): Leading + will get removed if it is enabled.
• Remove Leading 1: Leading 1 will get removed if it is enabled.
• Remove Special Characters (Dashes, Parenthesis and Spaces): Special characters get removed if it is enabled
• Max Length: We can set maximum length to the quick dial number.
• Dial Prefix: Configured prefix get appended before the quick dial number when it is enabled. If country code is not selected, then this prefix considered as local prefix.
• International Dial Prefix: Configured International prefix get appended before the quick dial number when it is enabled. If country code is selected, then this prefix considered an international prefix.

You can use this button to terminate the chat. Chat session will be terminated from both the customer and the agent and Oracle Service Cloud Chat window will be closed and Chat Interaction Panel in the Harmony Media Bar will also be removed.

If agent terminates the chat from Oracle Service Cloud or the customer leaves the chat, the terminate and conclude button will be removed automatically and you can click the Complete Interaction button to complete the Interaction.

Agent can view the interaction data attached with chat interaction, by clicking the info button.

Agent can send a disposition while interaction running or after interaction ends by selecting a value from list presented in the Disposition drop-down list when Disposition is enabled and hit enter to send the value.

If the disposition is required and it will have highlighted in red border in the disposition box until he selects a value from the list or type a new value and hit enter.

The agent can click the Accept button to open the Email Incident.

The agent can view the data attached with the email interaction, by clicking the info button.

Config Server: Environment -> Settings –>  Disposition Settings

When Disposition is enabled from the config server the button and disposition dropdown will be visible to the agent. If disposition is set to required, the agent needs to enter disposition value, or need to select it from the dropdown list. Until disposition is not selected or value not entered the chat terminate button will be disabled.

After accepting an email manually or it is accepted automatically then Complete Interaction button will be displayed. Once you are finished working with email then you can click the button to close out the Email Interaction and ready to receive next email. If you are configured to handle concurrent emails, then you will receive more than one email.

By clicking the Complete Email Interaction button will not close the Email workspace in the Oracle Service Cloud, we need to close it manually.