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Callback

A request for an agent to return a customer’s call. The request can be initiated by an agent or by a customer.



Glossary

A B C D E F G H I J K L M N O P Q R S T U V W X Y Z

How do I handle a call?

You handle a call by using the features of the interaction view window, including call actions, call dispostions, and call notes. Inbound calls can be of two types, a direct call from your customer, or a callback, which is a call generated from a request on your company webpage.

Rating and Troubleshooting Browser Communications

The How do I Log In and Log Out? topic includes information about rating and troubleshooting your Browser Communications (WebRTC) connection.

Call Actions

Call actions are standard controls for voice interactions. Call actions are available in the VCC Agent Desktop interaction bar.
The call action buttons in the Interaction Bar enable you end your call, hold your call, transfer your call, conference your call, or start a consultation call
  • End Call: Select End Call IW End Call Button 850.png to disconnect the call.
  • Hold Call: Select Hold IW Hold Call Button 850.png to place the active call on hold. If a call is on hold, you cannot hear the contact and the contact cannot hear you.
  • Retrieve Call: Select Retrieve Call IW Retrieve Call Button 850.png to reconnect to a call that is on hold. You are able to hear the contact and the contact is able to hear you.
  • Instant Call Transfer: Select Instant Call Transfer IW Instant Voice Transfer Icon 850.png to redirect the current voice interaction to a contact or internal target that you select by using the Team Communicator.
  • Instant Call Conference: Select Instant Call Conference IW Instant Voice Conference Icon 850.png to start a voice conference instantly with the current voice interaction and a contact or internal target that you select by using the Team Communicator.
  • Start Voice Consultation (Transfer/Conference): Initiate a voice interaction to talk to the transfer or consultation target prior to transferring or conferencing the call to the internal target or another contact by clicking Consult IW Consultation Icon 850.png.
  • Keypad: Select the keypad (IW Open DTMF Keypad Button 850.png) to open the dialing keypad, then type numbers into the number field or click the keypad numbers to enter numbers. This feature might not be available in your environment.
The keypad lets you dial calls or extensions while you are on a call
  • Mark Done: You might have to mark the interaction as Done before you can close the interaction view be selecting Mark Done IW Workbin Mark Done Button 850.png. This action depends on how the system administrator configured your contact center.
  • Information — View information about the contact in the Information tab.
Important
For Supervisors: To use VCC Agent Desktop to answer calls, you must have both Agent and Supervisor roles (dual-role). If you have a Supervisor role, but do not have an Agent role, you can log into Agent Desktop, but you cannot receive any calls until you are assigned an Agent role.

Callback

Callback calls are voice interactions that are requested by contacts through your company webpage or interactive voice system. When a callback interaction is routed you, the pop-up toast notification tells you that the type of call is "Callback". When you accept the toast, then the contact is called. The Case Data in the call interaction window might contain information about the call that was gathered from the contact when the callback was arranged.

How to record your current call

The Call Recording functionality lets you record your current voice call.

Agent Desktop in GVP environments has call recording controls that let you do the following tasks:

  • Record the call — Select Record the Call (IW SIP Record Call Button 850.png) to record a call.
  • Stop recording the call — Select Stop Recording the Call (IW SIP Stop Record Call Button 850.png) to stop recording a call that you are currently recording.
  • Pause recording the call — Select Pause Recording the Call (IW SIP Pause Record Call Button 850.png) to pause recording a call that you are currently recording.
  • Resume recording the call — Select Resume Recording the Call (IW SIP Resume Record Call Button 850.png) to stop recording a call that you are currently recording.

When you are recording a call, the call icon in the connected-parties area changes to red.

When you pause a call recording, the red call icon changes back to blue.

If you place your mouse pointer over the call icon, a Tooltip will be displayed to indicate both that the call is being recorded and the length of time of the recording.

A call-recording icon (WWE 852 SIP Call Recording In Progress Icon.png) is displayed in the title bar of the Main View when a call recording is active.

Disposition Codes—Setting the outcome of the call

1

The Dispositions view is a tab in the Case Information dialog box. It is used to flag calls for reporting purposes. It contains one or more lists of choices that you can click to specify the outcome of the interaction. The Dispositions view enables you to assign one or more codes to an ongoing or terminated interaction to qualify the outcome of the interaction.

Depending on your system configuration:

  • You might have to set a disposition code before you click Mark Done IW Workbin Mark Done Button 850.png.
  • You might be able to click Mark Done IW Workbin Mark Done Button 850.png without a disposition code.
  • You might have to choose from a single list of dispositions.
  • You might have to choose multiple, nested dispositions.
 

Mandatory Disposition Codes (Optional Feature)

Your contact center system might be configured to make selecting a disposition code for each call as mandatory. If so, after the active call is complete, you must select a disposition code for the call. After the disposition code is selected, you must click Mark Done IW Workbin Mark Done Button 850.png to dismiss the Disposition Code dialog box.

Selecting a Single Disposition Code (Optional Feature)

Select a disposition code for the interaction by clicking the radio button next to the appropriate code.

Selecting Multiple Disposition Codes (Optional Feature)

If your system configuration requires you to enter multiple dispositions, these dispositions are set both in the Case Data area and in the Disposition tab.

In the Case Data area, if the drop-down lists for options, for example Caller Type and Program Type (the names might be different in your system) are not available, click + to add the drop-down lists, then use the drop-down to specify the Disposition.

In the Disposition tab, select a disposition code from each of the disposition drop-down lists. You might have to select a disposition from the first list to populate the second list.

Adding a Note to an Interaction

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The Notes view is a tab in the Case Information dialog box. It enables you to record notes about your calls for reporting purposes. It contains a text field in which you can enter up to 256 characters of text information.

Depending on your system configuration, this feature might not be available as it is optional. This option is set by your system administrator.

Adding a Call Note

To add a call note:

  1. Click the Note tab.
  2. Click in the text field to give it the focus.
  3. Type your note.
  4. Click Save to save the note contents to the call record, or, click Cancel (or press ESC) to clear the note text field without saving the note.
Depending on your system configuration, you might only be able to edit the content of the call note as long as the voice interaction is active or released. Check with your supervisor to determine when the call note content can no longer be edited.

If you transfer the call to another agent, the call note will be transferred with the call.

If you are being monitored by a supervisor, the supervisor can view your call note in read-only mode.

Using a Call Note in a Conference

If you conference your call to another agent or to your supervisor, you and the other internal parties are able to edit the call note.

During a conference, there is a synchronization of the note when the interaction is active (before the call is released). If one of the participants updates the note, the other participant sees the update.

If your are editing the note while another participant pushes an updated note, the update is not visible to you. Instead, a Refresh button is displayed in the top-right corner of the call note text area to notify you about an update.

You can click Refresh to have the content of your note replaced by the note that was entered by the other participant. If you do not click Refresh but instead click Save, a confirmation dialog box is displayed asking you if you want to ignore the note from the other participant. If you confirm the update, it is pushed out to the other participant, and the update from the other participant is lost.

Important
When two or more internal parties have access to a call note, all internal parties can edit the note simultaneously; however, whoever clicks Save first overwrites the current contents of the note, and the changes are synchronized to all internal call parties.

Call Monitoring

Your supervisor or team lead might monitor your calls for quality or training purposes.

If your system is set up to let you know when you are being monitored you will see icons and other indicators in the call interface.

This section shows you what you will see during the different types of call monitoring.

Silent Monitoring

During silent monitoring, there is no indication on your desktop that you are being monitored. Your supervisor can hear you and your contact, but neither you nor your contact can hear your supervisor.

What you see:

VCC Agent Silent Monitoring.png

Coaching

During coaching, you see icons indicating that your supervisor or team lead is monitoring your call. Your supervisor can hear you and your contact, but only you can hear your supervisor. Your supervisor can coach you on your call without your contacting being aware of it.

What you see:

VCC Agent Coaching Monitoring.png

Barge-in

During Barge-in, you see icons just like in a conference or consultation call. Your supervisor can hear you and your contact, and both you and your contact can hear your supervisor. Your supervisor has joined your call.

What you see:

VCC Agent Barge-in Monitoring.png

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This page was last modified on 3 February 2017, at 06:09.