Engage Phone Panel

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:

• All Calls—you can receive both inbound and outbound call types.
• Inbound Only—you can receive inbound calls but not outbound call types. Inbound calls are calls that are initiated by a customer dialing a number attached to a Campaign.
• Outbound Only—you can receive outbound calls but not inbound call types. Outbound calls are calls that are initiated by the automated dialer.

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.

Engage administrators: learn more about configuring auto answer in the Multichannel Administrator Guide.

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.

Ending a Call

How you end a call depends on several factors:

• Is the call inbound or an Open Line outbound call?
• Are you using a standard phone or VoIP?
• Is after-call wrap up enabled on the current Campaign?
•  

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:

1.  Locate the customer you wish to call.
2.  Click the Phone Panel button.
3. Select the Campaign to be used to track this call. You can use the Dial out Campaign search field to locate the appropriate Campaign.
4. Select the number to call from the customer's contactable numbers. You can use the Dial out number search field to search for a contact number if the customer has many to choose from.
5. Click the Call button.

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

1. Select the Voice Outbound Only call type.
2. Click the Initiate Open Line link.
3. Listen for the announcement tones indicating a call is about to begin.
4. Handle the call as usual.

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

1. Request or decline wrap up using the Wrap Up button.
2. At any point during the call, select a call disposition from the Disposition menu (but see note below).
3. Allow the caller to hang up or click the End Call button.
4. Wait for the next 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:

• End your current call as usual.
• Click the Terminate Open Line button.

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—The first Agent (the Agent who received the call) can speak to a second Agent while the caller is on hold, or the caller can speak with both Agents simultaneously.
• Transfer—The first Agent can transfer the caller to a specific transfer target. The Agent's call leg ends when the transfer is executed.
• Hold—At any point during a call the Agent can place the call on hold. During a conference, either Agent can place the caller on hold, while still talking to each other.
• Speed Dial Lists—allow Agents to quickly locate targets for call transfer and conferencing. See the Speed Dial section below for more information.
•  

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

1. You must be on a call whose Campaign has been configured to allow this feature.
2. Click the Conference button.
3. Select a Speed Dial list using the Speed Dial list.
   • You may also enter an arbitrary phone number, if the Campaign is configured to allow this.

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:

• Place or remove the caller from hold by clicking the Hold button.
• Place or remove the second Agent from hold by clicking the Hold button. (The hold feature may not be available for all Campaigns).
• Disconnect from the conference by clicking Conference button again. You and the caller will still be connected.
• Transfer the call to the second Agent by hanging up your phone.

To Transfer a Call

1. You must be on a call whose Campaign has been configured to allow this feature.
2. Click the Transfer button.
3. Select a Speed Dial list using the Speed Dial list.
4. Choose a speed dial target as the conference destination. You can search for a specific target by typing its name in the search field.
5. Click Transfer button.

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

1. You must be on a call whose Campaign has been configured to allow the hold feature.
2. Click the Hold button. The button label will change to Unhold.
3. While on a conference, you can place the second Agent's line on hold by clicking the Hold button.

To Retrieve a Call from Hold

• Click the Unhold button

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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:

• An Agent
• A Campaign
• A Pool
• A phone number

A single list can contain a mix of speed dial targets.

To transfer to or conference with speed dial Target:

• Click the Transfer button or Conference button in your phone panel.
• Select the speed dial list from the drop down menu in the dial pad panel.
• Select the specific speed dial target from the list.
• Click Transfer or Conference.

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:

• The Request Wrap Up button changes to the Decline Wrap Up button.
• The Wrap Up timer appears in your phone panel. The timer shows how much time you have spent in wrap up mode and the target wrap up time.
• As you approach the target wrap up time, the timer will change to red.
• Once you reach the maximum wrap up time, the wrap up timer stops and you will be made available for calls again.
• If you complete your wrap up tasks within the allotted time, click the End Wrap Up button: you will become available to take another call.

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