Jump to: navigation, search

Working with the Voice Channel

The Gplus Adapter for Oracle Service Cloud currently includes a voice media channel, which you can use to manage incoming voice calls.

The Gplus Adapter for Oracle Service Cloud currently includes a voice media channel, which you can use to manage incoming voice calls.

When you log into your adapter, you'll see the default view until your first voice invitation comes in:

Oracle adp default view.png

When you accept a voice invitation, information about the call is displayed in the adapter and a tab is opened that displays information about the caller, if available.

Call Details

The call details provide you all the data the adapter has about the call, including:

  • Case Data
  • Disposition

Case Data

To view case data, select Case Data on the Menu Bar. The Case Data section shows you read-only information about the call — the exact information is determined by your administrator.

Oracle adp case data.png

[+] Show examples of case data

Disposition

If configured by your administrator, you can change the disposition for a call either during the call or as part of your after call work. You can use this field to record the business outcome of the call. To update, just click the drop-down list and select a disposition. You can't make any other changes after you click Done.

Call Toolbar

When you have an active call, the toolbar displays a list of common call actions you can perform during a call. You might not see all of these buttons, depending on how your environment is configured.

Oracle adp toolbar.png

The following table describes the common buttons you might see on the toolbar:

[+] Show table

Finishing a Call

When your call is over, either because the other party left the call or you clicked Hang up (GPlusHangup7.png), you might need to update some information. Your environment could be configured to automatically change your status to After Call Work to give you time to complete this task; if not, you can change your status to After Call Work and then complete your after-call work.

After finishing any after call work, you can click Done, which completes the call. At this time, your status might automatically change to Ready, Not Ready, or some other value, if configured by your administrator; otherwise, you have to change it yourself. Note: Your environment might be configured to automatically mark the call as done as soon as it's over.

If you are finishing multiple calls, just click the tab for a call, enter any necessary information, and click Done. Then, move on to your next call tab.

Feedback

Comment on this article:

blog comments powered by Disqus
This page was last modified on 10 August 2017, at 06:38.