Table of Contents maxLevel 4
Description
This section describes how to work with calls in the Creatio system using the Webitel CallCenter product. Unlike the Webitel CallManager, Webitel CallCenter allows agents to handle external calls from inbound queues in addition to internal calls. Queues and call routing are preconfigured in the Webitel system.
Glossary
Term | Description |
|---|---|
| СRM user | A user of the Creatio system. Such a user does not have the ability to make or receive calls from the system. |
| Webitel user | Webitel telephony user. In addition to using CRM, he can make and manage calls from the CTI panel (CTI or communication panel is one of the telephony tools in Creatio CRM system. A Webitel user can receive incoming and outgoing calls, both internal and external, directly in the system). |
| Agent | Webitel user who can receive calls from queues. Skills, teams, statuses can be applied to him. Agents have the ability to work with statuses in the Call Center mode: "Ready", "Pause", "Callcenter". |
1. Manual outbound
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call
To make an outgoing manual call, you need to open the CTI panel (Fig. 1) by clicking on the cellphone icon (1).
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Fig. 5. Dialling from recent calls
2.
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Accept/reject an incoming call
During an incoming call, the call panel displays the name of the caller (if an entry with such a number was found in the "Contacts" section). If a contact with that number is not found, the caller's phone number will be displayed. To accept an incoming call (Fig. 6), you need to press the green button (1), to reject – the red button (2).
РисFig. 6. Окно входящего звонкаIncoming call window
Learn more about client identification here.
3. Call from an inbound queue
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- Consult transfer (3) (conditional) – allows you to speak with the other party before transferring the call. After selecting this option, a list of contacts opens, where you can transfer the call, or enter the desired destination number in the input field (1) (Fig. 14). Then you need to press the cellphone icon (2) to make a call.
Fig. 14. Number input field for consult call transfer.
Once connected, Webitel users carry on a conversation while the client is on hold. Further, you can press the button (1) to transfer the active call of the client to user 2 (Fig. 15), for user 1 the call will be completed. Or press the button (2) to return to the conversation with the client. The conversation will continue after the call is resumed.
Fig. 15. Consultative transfer window
4.3. Dialpad / Mute microphone
To display the dialpad (Fig. 16) you need to press the icon (1), to turn off the microphone – the icon (2).
Fig. 16. Active call window
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