Versions Compared

Key

  • This line was added.
  • This line was removed.
  • Formatting was changed.

Table of Contents
maxLevel4

...

To make an outgoing manual call, you need to open the CTI panel (Fig. 1) by clicking on the cellphone icon (1).

Image RemovedImage Added

Fig. 1. Opening the CTI panel

...

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.

Image RemovedImage Added

Fig. 2. Dialling a number

...

The dialling is in progress (Fig. 3).

Image RemovedImage Added

Fig. 3. Dialling window

...

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.

Image RemovedImage Added

Fig. 4. Dialling the user by name

...

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.

Image RemovedImage Added

Fig. 5. Dialling from recent calls

...

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).

Image RemovedImage Added

Fig. 6. Incoming call window

Learn more about client identification here.

3. Call from an inbound queue

In order for the agent to be able to take part in processing calls from the inbound queue, he must have the corresponding skill of this queue added. Learn more about managing agents and their skills here. Queues, as well as skills, are preconfigured on the side of the Webitel system. 

The system will distribute calls to the agent if he has both statuses "Ready" and "CallCenter" set. Learn more about agent statuses here.

When an incoming call is received from a Contact that has not been identified in the Creatio system, its phone number is displayed on the communication panel (Fig. 7). The agent has the possibility to accept or reject a call, as well as run basic business processes:

  1. Create a new order (opens a window for creating a new order record in the workspace)
  2. Create a new case (opens a window for creating a new case record in the workspace)
  3. Start consultation for an existing case (opens a case search window in the workspace or creating a new record)

Image RemovedImage Added

Fig. 7. Call from the inbound queue from unidentified contact

...

If a Contact has been found, an incoming call displays the Contact's name, account and his phone number (Fig. 8).

Image RemovedImage Added

Fig. 8. Call from the inbound queue from identified contact

...

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).

Image Added

Image RemovedImage Added

Fig. 9. Call from the inbound queue when several contacts are found

...

After the agent has accepted the call, the active call window displays the name of the queue from which the call came (Fig. 10).

Image RemovedImage Added

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".

Image RemovedImage Added

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.

Image RemovedImage Added

Fig. 12. Active call window 

...

  •  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)

Image RemovedImage Added

Fig. 13. Call transfer

...

  • 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.

Image Added

Image RemovedImage Added

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.

Image Added

Image RemovedImage Added

Fig. 15. Consult transfer window

...

To display the dialpad (Fig. 16) you need to press the icon (1), to turn off the microphone – the icon (2).

Image RemovedImage Added

Fig. 16. Active call window

...

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)

Image RemovedImage Added

Fig. 17. System designer

Image RemovedImage Added

Fig. 18. "System settings" section

...

Changes will be applied after you log in the system again.

Image RemovedImage Added

Fig. 19. Setting up Webitel variables