Engage Phone Panel
The Engage phone panel allows you to make and receive telephone calls using a normal telephone. No special telephony equipment is required. You can also use your computer's microphone and speakers/headset using Engage's Voice Over IP capability.
The phone panel integrates with the Voice platform to route calls to the correct agent. The phone panel lets you know who you are talking to and for how long you've been talking. Using the soft phone controls in the phone panel, you can transfer the caller or conference with another agent. You can place the call on hold, request wrap up time and, if you are using the scripting system, redisplay the telescript associated with the current call.
Figure 9-1: Phone Panel
Like all channels, access to the Engage voice channel is configurable on a site by site and agent by agent basis. Depending on the needs of your Contact Center, you may or may not have access to this channel.
Voice Over IP capability is configured by your Contact Center administrator and can be enabled on an agent-by-agent basis.
Voice Availability Options
Figure 9-2: Voice Availability Options
Before you can make or receive phone calls, you must select the appropriate option from the Availability menu. Your availability state determines the types of actions you can perform with the phone panel. The phone panel lets you work in one of three voice modes:
Receiving a Call
When you receive an incoming call, your phone will ring as usual and Engage will notify you by displaying information about the call. If your Contact Center uses the scripting system, a pop-up window will appear with the call telescript displayed.
VoIP-enabled accounts are typically configured to answer calls automatically.
If auto answer is not configured for your account, click the Answer button to answer an incoming call.
The auto answer setting is HIGHLY recommended.
Paused
If you don't answer a call within a specified number of rings, you will be paused. When you are paused, your availability will be set to Away and you will be returned to the Engage log in window.
No further calls are routed to you while you are paused. To resume taking calls, select a work mode.
Receiving Outbound Calls
When you receive an outbound call (a call generated by the automated dialer), the phone panel will behave in the same way as with an incoming call: your phone will ring, the contact's information will appear, a script may *pop*, and the like.
Table 9-1 describes the controls available to you while on a call.
Table 9-1: On Call Controls | |
Control Name | Description |
End Call button | Ends the current VoIP call and begins after call wrap up (if configured). |
x button | Closes the phone panel and returns to the message panel display. You cannot close the phone panel while there is an active call in progress. You must end the call first. |
Inbound Campaign | The name of the Campaign governing this call. In the Cloud Contact Center, all inbound and outbound telephone numbers are assigned to a Campaign, which provides telephony configuration options. Campaigns are also a useful grouping level for reporting and analysis. |
Caller ANI | The caller's call ID. |
Call details panel | Displays information about the current call, including
|
Softphone buttons | The softphone controls available to your phone panel. Depending on your configuration, these may include:
|
Dispositionmenu | Assigns a final disposition code to the call. Dispositions fall into one of five types (though more are possible):
Each disposition type can have any number of specific disposition strings. |
Terminate Open Linebutton | Terminates your Open Line session. |
Initiate Open Line button | Initiates your Open Line session. |
Ending a Call
How you end a call depends on several factors:
Standard Phone, Inbound Call
To end the call, hang up your phone. You may be placed into after-call up mode, or you may be made immediately available for the next call.
VoIP, Inbound Call
To end the call, click the End Call button. You may be placed into after-call up mode, or you may be made immediately available for the next call.
Open Line Outbound Call
To end an Outbound call using the Open Line feature, both standard phone and VOiP users click End Call button. You may be placed into after-call up mode, or you may be made immediately available for the next call.
Dial Out Calls
You can initiate a dial out call to a stored contact's telephone number in any of the voice availability modes. However, since you might be interrupted by an incoming inbound or outbound call, we recommend you make dial out calls while in the Multichannel or Do Not Disturb mode.
To make a dial out call:
In the Cloud Contact Center, all calls are assigned to a Campaign. Campaigns provide both telephony configuration and call reporting capabilities. When you make a dial out call, the Campaign you select prior to placing the call can be used to retrieve information about this call using the Insight reporting tool.
Figure 9-3: Dial Out Call Example
Outbound Calls
Engage supports outbound calling via the Open Line feature.
Contact Center Administrators: Open Line is used when the Outbound Campaign uses the progressive dialer.
Contact Center Administrators: Learn more about outbound configuration.
Open Line is designed to increase your effectiveness as an Agent when high call volumes require the minimum amount of time between calls. When you are using the Open Line feature, you will not hang up your phone in between calls. Instead, your telephone line will remain open as the Cloud Contact Center sends calls to you.
Your telephone will not ring when you are using Open Line. Instead, you will hear an audio tone announcing an incoming call. When the call ends you will hear another tone letting you know the caller has disconnected. DO NOT HANG UP YOUR PHONE. The next call will arrive momentarily. You will hear a prompt between call reminding you to stay on the line.
To Take Open Line Outbound Calls:
Figure 9-4: Initiate Open Line Link
While your Open Line session is in progress, the Initiate Open Line button changes to the Line is Open indicator. Clicking on this reminds you to hang up your phone if you wish to end your Open Line session.
Figure 9-5: Line is Open Indicator and Message
Ending an Open Line Call
If you decline after call wrap up, or the call is not enabled for wrap up, you MUST select the call disposition BEFORE the call ends. Once wrap up time has ended, you cannot change the call disposition.
Ending an Open Line Session
Figure 9-6: Terminate Open Line and Message
There are two ways to end an Open Line session:
Standard telephone users:
Hang up your phone.
VoIP users:
If you try to terminate your open line session while on an active call, you will see a message like the one shown in the figure above.
You must terminate your open line session before changing your work state (e.g., going offline or selecting "Do not disturb" from the Availability menu).
Conference, Transfer, Hold
Figure 9-7: Call Action Buttons
The Engage phone panel provides four common telephony functions—conference, transfer, hold and speed dial lists. These functions support the following usage scenarios:
Conference, transfer and hold options are configured on a Campaign by Campaign basis. Some Contact Center instances may not use these feature at all, so you may never see these options in your phone panel.
When you conference or transfer to a Campaign, Contact Center uses that Campaign's routing rules to select the agent to receive that call. In other words, the customer will end up speaking with the best available agent for that Campaign.
Speed dial is enabled on a per-Contact Center basis. Additionally, the calls you take must also be configured to allow conference or transfer before the speed dial feature will appear for you.
To Use the Conference Feature
Choose a speed dial target as the conference destination. You can search for a specific target by typing its name in the search field.
Click the Conference button.
Figure 9-8: Conference Example
Once connected to the conference, you can do the following:
To Transfer a Call
Figure 9-9: Call Transfer Example
When you transfer a call to another agent, the list of agents that displays only contains the names of agents with the skills to take the message and who have access to the current channel.
To Place a Call on Hold
Figure 9-10: Hold/Unhold Button
To Retrieve a Call from Hold
.
Speed Dial
Speed dial improves your efficiency as an Agent by letting you quickly find and choose the right transfer or conference target. These targets are grouped into lists.
A speed dial list can contain one or more speed dial target. A target can be one of the following Contact Center objects:
A single list can contain a mix of speed dial targets.
To transfer to or conference with speed dial Target:
The speed dial feature can be enabled on a per-Campaign basis. This feature may not be available on the calls you take.
Speed dial targets will not show you if there is an active Agent available. When transferring or conferencing to a speed dial target, you (or the caller) may have to wait in the queue for the answering Agent to become available.
Wrap Up
A Contact Center Campaign can be configured to allow you extra time after finishing the call for record keeping or other post call tasks. This is called Wrap Up time. There are two types of wrap up time: normal or manual wrap up and auto wrap up.
Figure 9-12: Request/Decline
Wrap Up Buttons
Manual Wrap Up—In this mode, you must click the Request Wrap Up button to initiate wrap up time after you hang up. You can cancel this request by clicking theDecline Wrap Up button.
Auto Wrap Up—In this mode, you are automatically put into wrap up mode (the Wrap Up button is already selected) after you have been on the call for a specified amount of time (the "target wrap up time").
If you don't see a Wrap Up button, then your Campaign is not wrap up enabled.
Wrap up begins when you (or the caller) hang up the phone. Here's what you will see when you are in wrap up mode:
Figure 9-13: After Call Wrap Up
Call Disposition
The Disposition menu lets you assign a final category to a call. Like message categories, call dispositions are useful for reporting and analysis. It is important to assign the correct disposition to a call. Dispositions are configured by a site administrator, so the specific choices available to you depend on the needs of your contact center, however, dispositions generally fall into the categories listed in Table x-y above.
You must select the call disposition before hanging up your phone. Once both you and the caller have hung up, you will not be able to set or change the disposition. If the Campaign governing this call allows you to request after call wrap up time, you must select the call disposition before the wrap up time expires.
Figure 9-14: Call Disposition List