Widgets are parts of Avaya Workspaces for Elite that you use to perform a function or access a service. For an Outbound agent, four widgets are loaded in Avaya Workspaces for Elite. These widgets are located in a web server that adheres to workspaces widget specifications. Avaya Workspaces for Elite is by default configured for the POM-ELITE layout, which loads four Outbound Server widgets in to the workspaces if agent is enabled for outbound capabilities. The connector widget must be configured on the home layout. The customer details, agent script, and outbound tools widget must be configured on the custom card layout.

The following are the details of the widgets:

Connector widget

The Connector widget connects to the configured Outreach servers and exchanges messages and events between the widgets and the server. The connector widget creates an interaction card when Outbound Server associates a new contact with an agent. This widget is loaded when logging in to Outbound Server from Avaya Workspaces for Elite.

The widget contains the following information:

• Go Outbound Ready: Click to enter the Outbound Ready state to accept an agent acquire call.

• Go Outbound Not Ready: Click the arrow to select the reason code for the Not Ready state.

• Switch to Inbound: Click this button to enable Avaya Workspaces for Elite to move an agent from the outbound to inbound mode.

  Important:

  Avaya Workspaces for Elite displays this button only after the administrator configures the application.

• Switch to Outbound: Click this button to enable Avaya Workspaces for Elite to move an agent from the inbound to the outbound mode.

  Important:

  Avaya Workspaces for Elite displays this button only after the administrator configures the application.

• Agent State: Displays the connection status of the agent.

• Nail Up State: Displays information about the nail up state of the agent. That is, if the agent is acquired or not.

• Organization: Displays the agent’s organization name.

• Zone: Zone configured in the Avaya Control Manager for the agent.

• Timezone: Timezone of the agent workstation.

• Locale: Language set in the Avaya Workspaces for Elite. Ensure that the correct locale is used before you start work.

Customer Details widget

The Customer Details widget is loaded when an agent receives a customer interaction card, and displays the basic customer information. The widget displays the Campaign name and the Contact list beside the widget title and header if your administrator has configured these attributes. The widget also provides the More Information button that displays all the customer attributes configured in the server in an alphabetical order. You can search the attributes and edit them using the search and edit functionality. You can also customize the attributes to be displayed in the basic view. The customization file pom-custdetails.tpl.html is available in the folder <widget-deploy-location>/pom-details-widget/.

The widget contains the following information:

• Name

• Phone

• Email ID

• Address

• Id

Agent Script widget

The Agent Script widget is loaded when an agent receives a customer interaction card. For campaigns, agents require scripts to gather and update information. Agent script widget can also be used for screenpop.

Outbound Tools widget

The Outbound Tools widget is loaded when an agent receives a customer interaction card. The Outbound Tools widget includes the following features:

• Callback

• Agent notes

• Dual Tone Multi Frequency (DTMF)

The Callback feature is used for scheduling a callback for the customer at the customer’s preferred date and time. Agents can also add notes for the scheduled call. DTMF is a method for dialing telephone numbers or issuing commands to switching systems. Using the DTMF feature, agents can enter the DTMF digits.