Table of Contents maxLevel 4
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To make an outgoing manual call, you need to open the CTI panel (Fig. 1) by clicking on the cellphone icon (1).
Fig. 1. Opening the CTI panel
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After that, you can enter the phone number in the field (1), click on the cellphone icon (2) in the upper right corner (Fig. 2), or Enter on the keyboard.
Fig. 2. Dialling a number
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The dialling is in progress (Fig. 3).
Fig. 3. Dialling window
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To dial a specific user (Fig. 4), you can search for his Contact by name in the field (1), and then dial the needed number by clicking on the cellphone icon (2) next to it.
Fig. 4. Dialling the user by name
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You can also use the recent calls list if the desired subscriber has been dialled recently (Fig. 5). You can click on the phone number (1) or cellphone icon (2) next to it to make a call.
Fig. 5. Dialling from recent calls
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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).
Fig. 6. Incoming call window
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- Create a new order (opens a window for creating a new order record in the workspace)
- Create a new case (opens a window for creating a new case record in the workspace)
- Start consultation for an existing case (opens a case search window in the workspace or creating a new record)
Fig. 7. Call from the inbound queue from unidentified contact
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If a Contact has been found, an incoming call displays the Contact's name, account and his phone number (Fig. 8).
Fig. 8. Call from the inbound queue from identified contact
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If several contacts with the same phone number are found in the system, the agent can select the client he needs, and the call will be linked to him (Fig. 9).
Fig. 9. Call from the inbound queue when several contacts are found
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After the agent has accepted the call, the active call window displays the name of the queue from which the call came (Fig. 10).
Fig. 10. Active call from queue
The communication panel can also display other data about the call or the client that was received at the routing stage. For example, the choice that the client made during listening to the IVR. More details about the settings for displaying such information are in section 5 "Setting up dynamic variables".
Fig. 11. Dynamic variables
4. Active call
4.1. Put the call on hold
If during a conversation (Fig. 11) you click on the pause icon (1), the call is put on hold. In this mode, the subscriber will not hear the agent's speech, a melody will be played to him.
Fig. 12. Active call window
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- Blind transfer (2) (without consultation, or unconditional) – allows you to immediately transfer the call to another agent. After selecting this option, a list of contacts opens, where you can choose one to transfer the call to, or enter the desired destination number in the input field (1).
Fig. 13. Call transfer
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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.
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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. Consult transfer window
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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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In order for the communication panel to display variables that are obtained from call routing, you must enable the system setting. To do this, in the "System designer" in the "System settings" section (Fig. 17) you need to find and open the "Show Webitel variables" setting (Fig. 18)
Fig. 17. System designer
Fig. 18. "System settings" section
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Changes will be applied after you log in the system again.
Fig. 19. Setting up Webitel variables