Call Handling

The first thing that needs to happen before calls can be handled by an Agent is to change his/her status to Available. This is performed by clicking on the status button (icon) on the left menu area. Refer to the following pictures.

We have already discussed have inbound and outbound calls are handled (refer to Functional Setup under Management Console), so now we’ll look at how that is presented to agents in the Agent Portal app.

Outgoing Calls

How outgoing calls are handled depend on the corresponding Campaign configuration, in particular on the dialing mode.

In general, though, if the Agent is Available, the ChaseData CCaaS system will assign a call and connect it to the Agent as soon as it’s time to do so; at that point, the corresponding Call Info is displayed on the main window panel. This is the standard system-generated HTML page with Contact Info, which presents the system-defined Contact fields, and with Additional Contact Info, which presents the user-defined Custom Fields.  Refer to the following picture.

Notice that Call Info may not be the only window panel (tab) available; as a matter of fact, most Campaigns are defined to include at least a call Script (panel), and sometimes additional panels (HTML pages).

After the call is terminated, the Agent must disposition the call (in Contact record); this is usually done by expanding the Disposition item in the left menu area to get a list of wrap-up codes / dispositions assigned to the current Campaign and proceed to select one.

Review the Management Console sections to see how the manager or administrator has configured the availability and access to Dispositions and other relevant items for the Agents.

Manual Calls

There are occasions when Agents may need to initiate a call manually; this capability is available for the Agent if his/her Skill allows it.

The first step is to click on the Manual Call button in the left menu area; this will pop up the Dial Pad, from which a number can be typed or searched to then proceed with dialing. Refer to the following picture.

Initially, the Dial Pad provides the interface necessary to enter the telephone number digits and initiate a call. After the call is connected, the Dial Pad provides additional options, including buttons to Mute, Hold, Record, Conference, and Transfer, when applicable, and of course, to Hang Up.

Based on Campaign settings, tabs are presented in the main area that include the standard Call Info, and any additional Script pages or linked pages (integrations) applicable for the Campaign and call activity. Refer to the following picture.

The best outcome of a call is that the caller and called party are connected with a positive consequence; but there are several other possible outcomes, whether the call is answered or not. In all cases, at the end of call handling it must be dispositioned and the relevant information saved in the Contact’s record.  This is performed following the same steps described before. Refer to the following picture.

Callbacks

The ChaseData CCaaS solution allows scheduling callbacks, whether they are Agent Specific Callbacks (AgentSPCB) or System Callbacks.

In the case of AgentSPCBs, the call is connected to the agent specified when the callback was scheduled. The ChaseData CCaaS system notifies the agent of the callback a few minutes before it is to be performed.

In the case of System Callbacks, the call is connected to any available agent according to Campaign and dialing rules.

In both cases, a callback is scheduled by going to the main menu area on the left and clicking on the Tasks button/icon; this pops up the scheduling window panels.  Refer to the following picture.

An AgentSPCB is scheduled when a specific Agent is selected using the Selected Rep pull-down menu; a System Callback is scheduled when Anyone is selected.

Follow-Up Calls

Follow-up calls are nothing else than the callbacks that have been saved, whether they’re scheduled for a future date, or they are to occur or are past due within close proximity of the current time.

To access these follow-up calls, click on the Calendar icon on the top-right toolbar; this will pop up a window where you can select either of three panels: Active Callbacks, Missed Callback, and Future Callbacks.  Refer to the following picture.

Notice that you can view callbacks in either a list or in calendar mode.  In either case, selecting a callback allows reviewing the corresponding Contact, as well as performing applicable actions such as executing the callback, re-scheduling it, or canceling it by setting an appropriate disposition after previewing it.

Incoming Calls

As we have seen, the ChaseData CCaaS solution supports both Outbound and Inbound call handling, and therefore Campaigns can be defined as Outbound, Inbound, or Blended. In order for an Agent to handle incoming calls, however, his/her Skill has to be set to Accept Incoming Calls.

When the Agent is allowed to accept incoming calls, and a call comes in, the system notifies the Agent and connects the call, appropriately, at which time the call and Contact information is presented in the main window area.

The top area will also show basic information on the call, as well as provide buttons to take actions on the call, similar to the ones we have on the Dial Pad, and according to Campaign and Skill settings. Refer to the following pictures.

Once again, at the end of the call activity, the Agent must disposition the call in a similar way as previously explained, and according to corresponding Campaign and Skill settings. Refer to the following picture.

Conference Calls

There are cases when handling a call requires a third party to join, or take over, the conversation (e.g. a supervisor or an area advisor), and for this purpose the ChaseData CCaaS provides the tools and capabilities necessary to do so.

During a call, click on the Conference icon (e.g. on the Dial Pad) to pop up the Conference window, where we can select from a list of allowed numbers (based on the current Campaign) and specify how do we want to conference that number in. Refer to the following picture.

While trying to establish the conference, you can either continue the conversation with the original party in the call or put that party (customer) on hold while you work on the conference details.  Refer to the following picture.

When you click on Make Call, the conference call is established, and a 3-way call is underway.

When the time comes to hang up, that action will generate a dialog giving you the option to either Disconnect From Conference (you leave call, the other two parties stay), Disconnect 3rd Party (third party leaves call, you and original party stay), or Hang up Conference and Call (everyone leaves the call).

Do notice that, in a way, a Conference call can effectively become a Call Transfer with a previous 3-way conversation or introduction.

Call Transfers

There are cases where a straight transfer is desired; for example, when a screening process is completed and it’s time to move on to another agent or department. For that purpose, the ChaseData CCaaS solution provides the tools and capabilities to perform a call transfer to another party.

During a call, click on the Transfer icon (e.g. on the Dial Pad) to pop up the Transfer Call window, where we can select from a list of allowed Agents (based on the current Campaign) and specify the transfer method. Refer to the following picture.

There are two ways to transfer a call to another Agent: a Direct Transfer is when the other Agent is notified and provided comments or information about the call, and can accept or reject the call; a Blind Transfer gives no option, the call is immediately put on the corresponding queue, and the original Agent is disconnected.

When the Agent opens the pull-down menu to select who to transfer a call, the list menu includes agent names and pictures, together with their current states, e.g. Available, Offline, On Call, Busy, etc.; the agent picture is color-coded to correspond to the Presence State, making it easy to spot.

Refer to the following pictures.

Campaign Change

Some Agents have Skills that are allowed to handle more than one Campaign, and therefore are allowed to switch Campaigns. To do that, click on the Change Camp icon (e.g. on the Dial Pad) to pop up the Change Campaign window showing the list of Campaigns to where the Agent is allowed to switch. Refer to the following picture.

Window panel setup and content, actions available, and rules switch to those of the newly switched-to Campaign. The Agent is now considered under the Outbound and Inbound rules for that Campaign.