Call Control Functions

As soon as a call is placed, telephony panel will pop up containing telephony buttons which are used for call control.

Figure: Call Screen

Call Hold/Talk

While on live calls, the agent can put the customer call on hold by clicking button. When a call is on hold, both parties will not be able to hear each other. Only music will be played to the caller.

The agent can unhold(resume) the call by clicking button.

Conference

Call Conferencing allows to add guests to a call. A guest can be another agent, a field executive, a manager or a Supervisor. If you would like to add one or more guests to the call for a conference call, click button with the caller on line.

Confer a Call to a User or Supervisor

If the agent wishes to make a conference call to another user or supervisor, the agent may take the user or supervisor over conference call by using this confer option.

Figure: Call Conferencing

1. Only the names of the logged in users will reflect, who are available to take the calls.
2. Put the customer call on hold by clicking “HOLD” button and click “CONFER” button.
3. Agent can select the name of the person with whom he/she wants to confer a call from the “user” list. During this process, customer call would be on hold.
4. Agent can unhold the customer by clicking “UNHOLD” button and it will be a three-way conference call with new agent and the caller.
5. The agent can disconnect conference call by clicking “End Conference” button.
6. The agent can give the ownership to the other user while on the conference call by clicking button. The primary agent can come out of the call by disposing the call.
7. The primary agent can remove the added user from the conference call by clicking button.

Confer a Call to an External Number

The agent can do a conference call with the external customer by entering the telephone number on the dialing pad.

1. Agent will put the customer call on hold by clicking “HOLD” button and click “CONFER” button.
2. Enter the phone number to transfer the call to in the box labeled “PHONE”. After entering the phone number, click “Confer To Phone” button.
3. Once the call gets connected, agent can explain the use case to the new user. During this process, customer call is on hold.
4. Agent can unhold the customer by clicking “UNHOLD” button and it will be a three-way conference call with new user and the caller.
5. The agent can disconnect conference call by clicking “End Conference” button.
6. The primary agent can remove the added user from the conference call by clicking button.

Confer a call to Verifier

The agent gets the privilege to get the customer details verified over the live call by taking the verifier on the call. This functionality is performed by selecting the verifier name from the dropdown list.

Figure: Call Conferencing to Verifier

1. Agent put the customer call on hold by clicking “HOLD” button and click “CONFER” button.
2. Agent can choose the name of verifier from the available list.
3. Once the call gets connected, agent can explain the use case and customer details to the verifier. During this process, customer call is on hold.
4. Agent can unhold the customer by clicking “UNHOLD” button and it will be a three-way conference call with verifier and the caller.
5. The agent can disconnect conference call by clicking “End Conference” button.

Confer a Call to IVR

If agent wants to facilitate any payment over IVR or to capture customer’s feedback then he/she can take the call to local IVR in conference.

1. Agent will put the customer call on hold by clicking “HOLD” button and click “CONFER” button.
2. Agent needs to select the local IVR from the drop-down menu and click “Confer with local IVR” button.
3. Both customer and agent will be in conference with local IVR and both the parties will be able to hear the prompts of IVR (as per configured IVR flow).
4. Customer can enter the required inputs on IVR as per agent instruction or IVR prompts.

Call Transfer

If an agent wants to transfer a call, then he/she needs to click on the (TRANSFER) button. The agent will be able to select from the multiple options for call transfer.

1. Transfer to User
2. Transfer to Phone
3. Transfer to IVR
4. Transfer to Campaign
5. Transfer to Queue

Transfer a call to User or Supervisor (Warm Transfer)

A warm transfer is when agent will transfer the customer call to another agent or supervisor by giving him/her some background information about the caller. For transferring the call to external user follow the below steps:

1. Only the names of the logged in users will reflect, who are available to take the calls.
2. Agent will put the customer call on hold by clicking on “HOLD” button and then click on “TRANSFER” button.
3. Agent can choose anyone of the user from the available list. Once call is connected to new user, agent can give the customer details (required information) to the new user. During this process, customer call is on hold.
4. New user will unhold the call by clicking on the “UNHOLD” button and it will be a three-way conference call with new user, the caller and agent himself.
5. Agent can hang up from the conference call by clicking on the “End Call” button. The caller will then be on call with the new user.

Transfer a call to external number(Warm Transfer)

A warm transfer is when agent will transfer the customer call to external number by giving him/her some background information about the caller. For transferring the call to external user follow the below steps:

Figure: Call Transfer to External

1. Agent will put the customer call on hold by clicking on “HOLD” button and then click on “CONFER” button.
2. Enter the phone number to transfer the call to in the box labeled “PHONE”. After entering the phone number, click the “Confer To Phone” button.
3. Once the call gets connected, agent can explain the use case to the external party. During this process, customer call is on hold.
4. External party will unhold the call by clicking on the “UNHOLD” button and now there will be a three-way conference call with new user, the caller and agent itself.
5. The agent can give the ownership to the external party while on the conference call by clicking button. The primary agent can come out of the call by disposing the call.
6. The primary agent can remove the external party from the conference call by clicking on button.

Transfer a Call to IVR

If agent wants to facilitate any payment over IVR or to capture customer’s feedback then he/she can take the call to local IVR in conference.

Figure: Call Transfer to IVR

1. Agent will put the customer call on hold by clicking on “HOLD” button and then click on “TRANSFER” button.
2. Agent needs to select the IVR from the drop down and call will be transferred to the selected IVR.
3. Customer can enter the required inputs on IVR as per IVR prompts.

Transfer a call to Campaign

There are cases when customer wants to talk regarding a particular concern for which there is a separate campaign, in that case agent can use transfer to “Campaign” option.

1. Agent will put the customer call on hold by clicking on “HOLD” button and then click on “TRANSFER” button.
2. Agent needs to select the “campaign” name from the dropdown list, after which the call will be transferred to any available agent in the selected campaign.

Transfer a call to another Queue (of same campaign)

This option can be used by agent if customer has by mistake selected the wrong queue in the IVR, for example IVR has queue of sales, support and general queries and customer called in for support however in error he/she selected sales queue in the IVR so, agent can re-route the call to correct queue by following below steps. This option is applicable for inbound campaigns only.

1. Agent will put the customer call on hold by clicking on “HOLD” button and then click on “TRANSFER” button.
2. Agent needs to select the queue name from the drop down list and select the appropriate queue in which the call needs to be transferred.

Call Dispositions

The call disposition basically describes the outcome of a call. The administrator defines different disposition codes for disposition of calls. An agent can select different dispositions from the dropdown such as sale, follow-up, interested, callback etc. and click on “Save and Dispose” button else he/she can click on quick disposition buttons to directly dispose the call.

Figure: Call Dispositions