Call management with CallCenter

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

1. Manual outbound call 

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

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

The dialling is in progress (Fig. 3).

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.

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.

Fig. 5. Dialling from recent calls

2. 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).

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)

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).

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).

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).

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 

4.2. Call transfer

To transfer an active call to another number (Fig. 12), you need to click on the call transfer icon (1), and then select the type of transfer:

•  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

• 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. Consult 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

5. Setting up dynamic variables

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

On the system setting page (Fig. 19), you need to set the checkbox "Default value" (1) as true. Then dynamic variables will be displayed for all agents.

If you need to set this setting only for the current agent, then additionally you need to set the checkbox "Save value for current user" (2) as true.

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

Fig. 19. Setting up Webitel variables