Handle Contact Center Calls
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Table of Contents
Receive Notification of Incoming Calls
- Agents will receive a notification of incoming calls in their inbox
Pickup the call
- When the agent picks up the call via device, the information of the call will be displayed in Me view
- Agent can also check the information of the call in the respective inbox
Call Journey & Access
- Users can check the call journey of all the completed calls in the inbox
- Owner/Admins need Contact Center add-on to access all the inboxes in the Home page
- Members can only access their assigned inboxes
Make a Callback from a Transaction
Some transactions are left unassigned. The supervisors need to know if the unassigned transaction is followed up with a call or email. System supports callback feature for the transaction.
- From a transaction, the agent can make a call to the phone number provided by the customer.
- System will trigger a callback call to the agent's enabled device and connect to the customer's number.
- Pre-fill customer number (if any). Allow agents to edit/input customer number.
- Suggest the agent to mark the phone number as Verified.
- The agent can choose which device will ring when the incoming call comes in.
- A callback call is disabled if no device is found. Inform the agent to activate a device first.
- Call flow for a callback to an agent
- Do not need to validate the settings in the inbound call as the call is triggered by the agent themself.
- Check outgoing call config, including
- Compliance: DNC, company blacklist/whitelist, personal whitelist
- Country whitelist, PIN code
- Call recording enabled/disabled
- Agent can provide the reason if the call fails.
- Show the link between the call TXN and the chat TXN.
- Applied to all types of transactions.
Callback Queuing
System will determine whether the incoming calls are normal direct calls or the Callbacks, to allow the Callback to be Queuing by timestamp and to display the Extension Label and Key on the Unified History.
- System will play a Message for the agent to Identify the Callback: “This is the callback call. Please wait while we are connecting to the caller."
- Allow the Callback to be Queuing by timestamp.
- Two callback requests are allowed in a queue at a time (Based on the Phone-System-Extension, maximum concurrent calls = 2)
- The 3rd call onward will go to Inbound Missed Call Unanswered flow instead of playing Callback message.
- If a specific Caller requested a Callback multiple times, system will keep the first 1 only.
- Extension Label and Key on Unified History is displayed.
How to make a Callback
- Go to Home
- Select Inbox
- Select a transaction
- Click on Call button.
- Select the device
- Select customer's number
- Click on Add phone number to create the customer contact
- After the call ends, the call is linked to the original transaction in Related Transactions Section.
Note:
When the agent clicks on Call, the system triggers a call to the agent’s selected device. The agent has to pick up and connect with the customer.