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The call interaction sidebar displays your:
The Active Call field displays all active call interactions. Each active call will display the name of the contact and the current call duration
If a call is put on hold the Active Call header will change to On Hold and the active call icon will change to show which call is currently on hold.
Right clicking on an active interaction will provide call control options from the Interaction Sidebar.
Call history will show all recent historical call interactions, including the customer name, date and time the interaction was handled.
Double clicking on a historical interaction will open the interaction and display the call history, completion status and disposition code applied to the interaction.
Call history can be filtered by incoming and outgoing calls.
When a new call interaction is being offered to an agent, the call can be answered on either your handset or UC One. The following information will be present for review within the Incoming Interaction Banner before accepting the interaction:
To decline and send the interaction back to queue, select . Note, if you are the only ready agent in the BP, the interaction will continue to present itself until accepted or another agent becomes ready.
To accept the interaction via your handset, select . This will work only if utilizing the handset. If the agent is using the agent application and uc one, the agent must answer the call directly on UC One.
To end a call interaction, select End Call . When a call is ended, if pre-configured in the Setup Client, you will be put into a wrap-up state to complete the call. If no wrap-up has been configured, you will be put back into a Ready state to handle the next queued interaction.
If Wrap-up has been configured, the following options will be available to complete the interaction:
Once you have filled in the required fields select . This will complete the interaction and put you back into a Ready state. If you do not manually select complete and wrap up is configured, the interaction will complete automatically after the wrap-up period has ended. Once an interaction has completed, it will appear under your call history within the Interaction Panel.
To transfer a call to another Agent, Supervisor, BP, Channel, Enterprise User or DID select the Transfer Icon within the interaction toolbar.
The Transfer window will open and default to Favorites.
Within the search bar you can type the name of the user you wish to transfer the interaction. As you begin to type, the window will filter each category and make available only the contacts that match your search criteria.
Select the transfer arrow to complete the transfer.
The interaction window will disappear followed by a transfer success message.
*Transfers can only be sent to agents and supervisors in a Ready or Handling Outgoing state. If you attempt to send a transfer to a Busy agent, you will receive the following error message:
If you wish to transfer the call to a 10 digit DID, select the Dial Pad Icon within the transfer window.
Type in the number and select the transfer arrow to complete the transfer.
The interaction window will disappear followed by a transfer success message.
To perform a consulted transfer select the Consult Icon within the interaction toolbar.
The Transfer window will open and default to Favorites.
Within the search bar you can type the name or the User (Agent, Supervisor or Enterprise Contact), BP or Channel or manually enter in a ten digit number using the dial pad to transfer the interaction. As you begin to type, the window will filter each category and make available only the contacts that match your search criteria.
Select the transfer arrow to initiate the consulted transfer.
*Transfers can only be sent to agents and supervisors in a Ready or Handling Outgoing state. If you attempt to send a transfer to a Busy agent, you will receive the following error message:
When the transfer has been initiated, your call window will split into two tabs and the customer will immediately be put on hold. The first tab is the established conversation between you and the customer and will display the customer name or ID. The second tab is the initiated consult.
The second tab will initially show a waiting indicator until the end user accepts or declines the call.
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Once the call has been accepted select the transfer icon to complete the consulted transfer.
The interaction window will disappear followed by a transfer success message.
If the consulted party does not wish to take the interaction, exit out of the tab
The call will drop and the call will need to be resumed with the customer.
To initiate a conference call with a third party select the Consult Icon within the interaction toolbar.
The contacts window will open and by default your favorites will be expanded.
Within the search bar you can type the name of the User (Agent, Supervisor or Enterprise Contact), BP or Channel or manually enter in a ten digit number using the dial pad you wish to conference into the interaction. As you begin to type, the window will filter each category and make available only the contacts that match your search criteria.
Select the arrow to initiate the conference.
*If initiating a Conference with an agent or supervisor they must be in a Ready or Handling Outgoing state. If you attempt to initiate a conference with a Busy agent or supervisor, you will receive an error message.
When the conference has been initiated, your call window will split into two tabs and the customer will immediately be put on hold. The first tab is the established conversation between you and the customer and will display the customer name or ID. The second tab is the initiated contact with the third party.
The second tab will initially show a waiting indicator until the end user accepts or declines the call.
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When you are ready to pull the third party into the call and begin a conference, select the Conference Icon found in between the two call tabs.
The tabs will merge into one call window indicating a successful conference and the customers avatar in the header of the interaction will change to indicate an active conference.
To end the conference and interaction, select
To split the conference and resume the conversation with the customer, select the Split Conference icon
When Split Conference is selected, the conference will end and split the callers back into two separate calls and tabs within the interaction window.
To end the call with the third party select the exit icon on the tab. When selected, the call will end and the tab will disappear. The original caller will remain on the line. Remove the caller from hold.