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1. Outgoing call
Calls can be conditionally divided into calls within the system and calls to Subscribers.
1.1. Calls within the system
These are calls to the system User's extension.
You can make such a call in the following ways:
- Manual dialing;
- Select from a list;
- Call back from call history.
1.1.1. Manual dialing
Click the
Image RemovedImage Added button in the left block and dial the number in the central block for manual dialing.
After entering the number, another call button appears at the top of the central block-
Image RemovedImage Added. Clicking on it makes a call.
1.1.2. Select from a list
Click the
Image RemovedImage Added button in the left block to select a number from the
AgentContacts or Users list. The
Image RemovedImage Added button appears at the top of the central block, and clicking it opens the Contacts tab (Fig.
1(1)), and clicking it opens a list of Agents.Image Removed
Fig. 1. Select from a list (Central block)
The circle's color next to the name means the status in which the User/Agent of the system is located.
There are the following options:
Image Removed - available;
If the User/Agent is in pause mode, he is available for internal calls - the indicator is green.
Image Removed - the DnD mode - other Users/Agent cannot call him;
Image Removed - busy1).
Note |
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The Contacts tab is shown only for Users who have a CRM license. |
There are the following tabs:
- Contacts;
- Users.
Image Added
Fig. 1. Contacts tab
1.1.2.1. Contacts tab
The Contacts tab consists of the following elements:
- Search field;
- List of Contacts
1.1.2.1.1. Search field
Consists of an input field and a search setting icon Image Added.
Close button (Image Added) appears after entering text in the search field; clicking the button deletes the entered text.
The * symbol is used to search for a part of a word, or a number. You can also use the * symbol to replace any number of characters.
Clicking on the Image Added button opens a list of search options:
- Name;
- Phone;
- Email.
1.1.2.1.2. List of Contacts
It contacts from CRM are displayed here. The call button is active for Contacts who have a phone number.
Clicking on a Contact's name opens his contact's page.
1.1.2.2. Users tab
The list displays the standard avatar, User name, User extension and call button (Fig.2).
Info |
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The search is performed by the full Users extensions , or by using the * symbol for a partial search. |
Image Added
Fig. 2. Users list
A color indicator the User is currently in depends on the state the User is in.
The color of the status indicator can be:
Image Added - there is a SIP connection;
Image Added - online status;
Image Added - in DnD mode;
Image Added - pause status;
Image Added- busy, is in a conversation, or chat;
Image RemovedImage Added-
-unavailable - is not in the system, or there is no SIP connection.
1.1.3. Call back from call history
To select a number from the call history, click the call button (Image Added) in the left block. The Image Added button (Fig.2) appears at the top of the center block, and clicking it opens the history of calls. The call button (Image Added) is next to each caller's name, and the call is made by clicking it.
Image Added
Fig. 2. Call history
1.2. Subscriber calls
These are calls in which the Agent serves the Subscriber (client).
There are such options for subscriber
calls:Inbound callcall (Fig.
2(1))3):
- Active calls;
- Missed
- calls;
- Offline
- calls;
- Self-assigned calls.
Image Added
Fig.
2(3
)).
Image Removed
Fig. 2. Call listsCall lists
When the Image Added icon is clicked, the block increases, and the icon changes to Image Added.
Clicking the Image Added icon decreases the block and changes the icon to Image Added.
Info |
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The tab the Agent is on is underlined with a yellow line. |
1.2.1.
Inbound callActive calls
An inbound call can be from a Subscriber, internal (from another Agent or system User), and initiated by a call center.
When there is an inbound call from the Queue, the Queue's name is indicated in the left block under the subscriber number and the right block - in the Call info tab (Fig.
34).
Image RemovedImage Added
Fig.
34. Call info tab
How to
receive an incomingaccept a call can be found here.
1.2.2.
Missed listMissed calls
This list
includes allcontains calls missed/rejected by the Agent
, both from Queues and internal ones.The left sidebar displays all numbers to call back except calls from the Preview dialer. Since with a missed call with Preview, the Agent's number would be displayed there.
Click on the number:
- from the Inbound Queue;
- direct calls to the Agent;
- internal calls.
If the list panel is minimised, the number equal to the number of missed calls is added next to the list name (Fig.5). Up to 10 missed calls are displayed in the list. If there are more than 10 missed calls, there is a button, clicking on which displays 10 next calls.
In order to call back to a number from this list
.The dial pad with the already dialed number will open in the central panel, and click on the call button at the top of the central block (Fig.4).
Image Removed
Fig. 4. Call back on a missed callyou should press the call button Image Added.
Image Added
Fig. 5. Ringing back to a missed call
When you hover the cursor over a missed call record, the Image Added is displayed instead of the Image Added. Clicking Image Added deletes the missed call.
If the call is distributed to several Agents and none accepts it, it is displaced on the Missed calls of all these Agents. If one initiates a callback, the call is removed from the Missed calls of all Agents, regardless of whether the Subscriber picked up the phone.
If the call is distributed to several Agents and the last one accepts it, it is not displayed in Missed calls to other Agents.
1.2.3. Offline list
This list displays
thenumbers of
Subscriberssubscribers to whom you need to call back manually
;, for example, the
Subscribersubscriber did not wait in
linethe Queue and chose the option to call back.
Open anTo do this, you need to open the offline list,
andselect
a Subscriberthe subscriber by clicking on
his namethe entry in the left
panel. Apane. After that in the central panel the list of possible communications with the
Subscriber begins in the central blocksubscriber (for example, several numbers)
;opens, select the
requirednecessary number and click the call button at the top of the central panel (Fig.
56).
Image RemovedImage Added
Fig.
5. Choose a Subscriber from the offline list6. Offline calls
Up to 10 calls are displayed in the list.
If the list panel is collapsed, then if there are calls, a number equal to their number is added next to the list name.
Info |
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In the reduced left block, Image Added is displayed in the record. Hovering the cursor over Image Added displays information about that record. |
1.2.4. Self-assigned calls
This list includes inbound calls from Queues where self-assigning distribution is configured.
If there is at least one call in the Queue with self-assigning allocation enabled, a number equal to the number of such calls is added next to the list name (Fig.7).
Image Added
Fig. 7. Self-assigned calls
Up to 10 calls are displayed in the list.
The Agent can choose which call to take over. To accept a call, you must click the Image Added button.
The scale under the entry shows the Subscriber's waiting time. The color changes depending on the percentage of the waiting time to the time entered in the Max wait time field of this Queue:
- Green - < 50 %
- Yellow - 51-75%
- Red - 76% <
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