Voice Controls

Scheduled callbacks refer to prearranged calls made by an agent to a customer at a mutually agreed-upon time. This approach ensures that the customer receives assistance at their convenience and can be especially helpful in resolving issues that may require additional time or resources to address.

Here is an example use-case: 

1. A customer orders Grocery on a Grocery App online. After placing the order, some items went out of stock. An agent reaches out to the customer to inform them about the same and to check if they would want to add any other item/s in place of the out-of-stock ones.  In some cases, the customer might ask the agent to call them back again later at a scheduled time.
2. The agent needs to capture this request and be reminded to call the customer as per their requested date/time, or else they will lose track of the customer and eventually lose business.
3. Agents can now schedule a callback task for a customer for a specified date and time or immediately by clicking the below icon: 
4. The screen below appears when clicking the icon.
   
   
   • Here, you can schedule the callback for a later point in time by selecting the desired timezone and the time at which the callback must be assigned. Or, the callback can be scheduled on an immediate basis as well.
   • The agent can assign the scheduled call back to a destination flow(Task Destination) so that the call back will be assigned to an agent.
   • After clicking the Create Task Button, the following dialogue box appears on the Conversation window. 
     

5. Once the other agent receives and accepts the scheduled callback, this is how their screen would look: 

   
   

   

6. In scenarios where the callback is scheduled, but none of the agent/s are available, the following message would be displayed. 

   

1. Using the on-call controls that appear above the notes window, you can mute, hold, transfer or end a conversation.

• Click the microphone icon to mute a call. Click the button again to unmute the call.
• Click the pause button   to put a call on hold. Click the button again to release the call.
• Click the red phone facing down icon   to end a call.
• To transfer an incoming call, click the right arrow .
• Click on the task icon to create a task (Generic/Callback) and assign to an agent, team, etc.
• You can use the dialpad to choose digits while on call.
• You can Pause Rec /Resume Rec on the call - This will appear to the agent only if the admin has enabled this for the agents.
  
  
  
  

1. An agent can transfer a call from their desktop by clicking on the right arrow key. A call can be transferred to an agent, team, queue, or external number.
   Note: Steps to route add external numbers to the system is mentioned here
   
2. Click Agent to list agent names. When you select a name, you can view the agent’s skills and the team the agent belongs to.
   
3. You can choose whether to warm or cold transfer. If the admin has configured to restrict the agents to only one type of transfer (steps detailed here), then the agents would be able to see the specified type only.
   Similarly, you can transfer calls to different teams, which will call the active agents in that team, or queues or external numbers.

You can transfer incoming calls to an external number in two ways:

1. You can transfer a call to an external number by adding the number on the Routing > Transfer Destination page.
   
   • Click Add Transfer Destination.
   • Enter a friendly name for the transfer, select “External,” and enter a valid phone number.
   • Click Add Destination to add the destination with the type “External"
     
   • When an agent wants to transfer a call from their desktop by clicking on the right arrow key, they should click  External Number and they would be able to see the added number.
     
2. Agents can also click on the dial pad to transfer calls to a number that isn’t added and provide the number manually.

1. Agents can now add external participants to a voice call with a customer with our conferencing capability.
   • Up to 2 external participants can be added to the call to have a conference call.
   • All conference calls can be recorded.
   • Call conferencing can be done for outbound as well as inbound calls.
   • External participants can be added to the call in 2 ways:
     • Dialing the number OR
     • From the list of External Numbers added to “Destinations” in the Routing section of the admin page.
2. Example: Call conferencing would be helpful in scenarios where the agent and the customer are on an ongoing call and the agent wants to add an external member to the call.
   • To add another member to an existing call, click on Add Participant
     
   • You can search for the external number or enter the number manually and then click on Call Number
   • Once the third member joins, click on the Merge icon to add the member to the conference. 
     

     

      

   • Now, all the participants would be a part of the same conference. 

     
     

     

1. After ending a call with a customer, a wrap-up panel will appear in which you can detail information regarding the conversation.
2. Here you can note the conversation disposition, such as “Query Answered” or “Issue Resolved”, etc. 
   
3. You can also select the Sub-Disposition such as “Resolved” or “Not Resolved”, etc. and click on End wrap-up
4. You can also fill in any additional wrap-up notes detailing the conversation.
   If you have come across any call quality issues during the call, you can select the issue from the ‘Issue Type’ dropdown and provide more details in ‘Comments’.
   
   
5. Once finished, click End Wrap-up, and the information will be synced in View Conversations.