There are two types of inbound calls that users can accept:
- ACD (Automatic Call Distributor) Calls- Calls distributed to users from a queue.
- Direct Inbound Calls- Calls made directly to a user’s phone line.
Accepting Inbound Calls
Incoming Phone workitems will appear on the bottom right corner of the user interface. Incoming inbound phone calls will have the following phone icon.
NOTE: Not answering an incoming call will set the user status to No Answer.
Outbound Calls
To make outbound calls, use the dial pad which is in the horizontal navigation bar.
At the top of the pop-up window, you need to select the outbound campaign you want to “log” your call to. Enter the number or copy and paste a number. You can also choose from a list of recently dialed numbers.
NOTE: The syntax for dialing a number is: + [country code] [area code] [number]. Example: +18005551212.
Dial Pad Dial Types
When placing an outbound call, there are four dial types you can choose from.
|
Dial Type |
Description |
|
Campaign DID |
A number associated with a campaign that will be displayed as the caller id for outbound calls. NOTE: If you try to dial out on a campaign with no valid phone number for caller id the call will fail to go out. |
|
User DID |
A number associated with a user for caller id under User Settings: Telephony. NOTE: The number must be verified and belong to a campaign to work |
|
State DID |
A list of numbers that can be entered under Campaigns. These numbers try to make calls look local to the recipient of the call. |
|
Private |
A number that will be displayed as private on the caller id. |
ACD Voicemail
ACD Voicemail is a feature that can be used when a customer calls into a queue and if no agent is available to answer the call or if it is after hours, the customer can leave a message that will be placed in the queue for the next available agent logged into that queue. The agent can then listen to the message and can call them back.
When a customer leaves a voicemail, it will be offered to you the same way as a telephone call.
To listen to the message, press the Play button. To call the customer back click the hyperlink in the left corner near the phone icon.
NOTE: If it’s not necessary to call the customer back, the voicemail must be dispositioned.
ACD Callback
ACD Callback is a feature for when a customer calls into a queue and chooses to leave a phone number instead of waiting in the queue. The customer can be called back with the phone number that they left by the next available agent logged into the queue.
Transferring Calls
There are several types of transfers, and they are accessible from the list of workitems or the detailed view. Cold Transfers allow users to transfer a call to another user without giving any warning or detail about the call. Supervised Transfers allows users to transfer a call with a warning or detail about the call. The default action by clicking on the transfer icon (black box) will be the transfer to an agent. By clicking on the right mouse button on this same icon, a drop-down menu giving more choices will appear.
Transfer to an Agent
The transfer to an agent, whether using the transfer icon, the drop-down menu from the list of workitems, or the detailed view, will present the company’s telephone directory with the users’ view. Once the directory is displayed, the user will have to choose the agent to whom he wishes to transfer the workitem, by selecting it and clicking on the transfer icon. The workitem will disappear from the interface and the transfer will be completed.
Transfer to a Queue
The transfer to a queue is accessible from the drop-down menu and works the same way as the transfer to an agent. The company directory will be presented with a view of the queues. Once the directory is displayed, the user will have to choose the queue to which he wishes to transfer the workitem, by selecting it and clicking on the transfer icon. The workitem will disappear from the interface and the transfer will be complete. The workitem will then be routed to the first available agent in the queue.
Transfer to an External Number
The transfer to an external telephone number is accessible from the drop-down menu. A window will be presented, in which the user will enter the external telephone number where the call will be transferred, and then click on the OK button to confirm everything. The workitem will disappear from the interface and the transfer will be completed.
Supervised Transfer
The supervised transfer is accessible via the drop-down menu and is only accessible via the list of workitems because it involves transferring several workitems at the same time. To do this, the user must have at least two workitems in his list and can select them using the Command key (or Cmd) on Mac and the Ctrl key on Windows. Once the two workitems have been selected, the user will have to use the transfer icon to complete the operation. Once clicked, all the workitems that were selected will disappear from the list indicating the end of the operation.
Conference Calls
Make conference calls easily by using the conference icon in the workitem list or in the detailed view. You can enter or leave the conference call as needed and can remove the workitem from the conference by using the active icon or by ending the call.
Wrap-up Dispositions
Wrap-up is generally the time it takes for you to “wrap-up” the business of the interaction with the customer. Wrap-up happens after you terminate a workitem, but before you take the next workitem. During this time, you make yourself unavailable, so you are not interrupted during wrap-up duties. This may include editing notes on the workitem, updating the contact record, doing fulfillment, or debriefing another agent or supervisor in topics or the company directory. The final act of wrapping up is usually setting a disposition. If enabled, these dispositions are defined by the system administrator and reflect the status that is particular to your business so as you can imagine these vary widely from business to business.
It is very important for you to set the disposition of a workitem as soon as you can during wrap- up. This is an important metric for supervisors to understand the efficacy of the agent team and the performance of the contact center. In fact, you cannot receive subsequent workitems from the queue until you choose a disposition, that’s how important it is.
Dispositioning Workitems
If you have Disposition Notification enabled a red warning message will pop-up if you’re on the UI. If you happen to be on a different tab or the browser is minimized and the web notifications enabled, you will receive a web notification. For Windows, the notification appears in the bottom right corner of the screen, for Mac, the top right corner. Clicking on the notification will direct users to the Nextiva system.
In addition to doing clean-up dispositioning on found workitems, you can quickly disposition work- items while you are active with them that is the one you were just working on. Once you’ve clicked on the “Choose a Disposition” drop-down icon, you will see a list of dispositions that have been set by the system administrator. Highlight the most appropriate one and click on it to set the dis- position. This is important because you will not be able to work on new workitems until this is done. Once you’ve chosen the disposition, the active workitem screen will disappear. You can always review the results of the workitem by searching for it later.