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A request for an agent to return a customer’s call. The request can be initiated by an agent or by a customer.
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.
- Web-based Phone Calls
- I got a warning about network problems. What should I do?
- Troubleshooting your connection
- What do I do if Browser Communications goes down?
- End Call: Select End Call to disconnect the call.
- Hold Call: Select Hold 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 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 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 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 .
- Keypad: Select the keypad () 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.
- Mark Done: You might have to mark the interaction as Done before you can close the interaction view be selecting Mark Done . This action depends on how the system administrator configured your contact center.
- Information — View information about the contact in the Information tab.
How to record your current call
Agent Desktop in GVP environments has call recording controls that let you do the following tasks:
- Record the call — Select Record the Call (Image:IW_SIP_Record_Call_Button_850.png) to record a call.
- Stop recording the call — Select Stop Recording the Call (Image: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 (Image: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 (Image: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 (Image: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
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 .
- You might be able to click Mark Done 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 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
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:
- Click the Note tab.
- Click in the text field to give it the focus.
- Type your note.
- 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.
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.
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.
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:
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:
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: