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

To enhance the Call Journey display on the Unified Workspace, the right sidebar provides additional details for manual outbound contact center calls.

Call Journey:

• Outgoing call initiated from Extension Key - Name
• Call routed to Inbox [Inbox Name]
• Answered by Extension Key - Name - Device
• Answered by Customer Name or Customer Number
• Call ended

The right sidebar will display the following details:

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.

Schedule a Call

Agents can schedule a time and date for the customer call.

• Select an assigned inbox
• Select a txn that you want to schedule call
• Click on TXN
• Click on call icon on the top of the right sidebar

• Check customer contact number
• Select an assigned inbox
• Select device to receive call
• Click on arrow icon to schedule

• Select date & time
• Click on Schedule

Customer Journey

This section displays all of a customer’s activities from their first interaction with the inbox to the present, including both calls and chats.

• Each activity is accompanied by details such as the assigned agent who handled the call, and its status, which can be "Waiting," "Assigning," "Assigned," "Transferring," "Ended," or “Failed.”
• When a user clicks on the activity of a specific call, they can view more detailed information about that particular interaction.
• Users are navigated to the call transaction (TXN) screen, where they can view the complete call journey, including timestamps, interactions, and any relevant details from the call.