Call Control Functions

all the functionalities of call control functions for supervisor and group manager are similar as that of agent as soon as a call is placed, telephony panel will pop up containing telephony buttons which are used for call control ownership of the call ownership of the call is synonymous with control of the call the agent that dials out the call, or originally receives an incoming call, is the original owner of the call the person with the ownership of the call, can perform the following telephony actions transfer the ownership to another agent, also called call transfer end the call, which will disconnect all parties in the call, even in a conference remove selected parties from the call, in case of a conference call attach tickets to call the user can create and attach the tickets during the call in telephony panel 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 and the total time for which the call is on hold is displayed on the panel the agent can unhold(resume) the call by clicking button call mute on the live calls, the agent can put the customer's call on mute by clicking button when the call is on mute, then customer is not able to hear the voice of agent, but agent can hear all the voices of customer the agent can resume the muted call by clicking the same button again 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 suppose, agent(1) is on the call with customer(1) agent(1) adds agent(2) to the call in this case, agent(1) remains the owner of the call (licensable) 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 if you want to see the complete list of the users, then ask about the same from your administrator, as this feature is licensable only the names of the logged in users will reflect, who are available to take the calls with their user role the user role will be seen only for the supervisors put the customer call on hold by clicking "hold" button and click “confer” button agent can select the name of the person with whom he/she wants to confer a call from the "user" list during this process, the customer call would be on hold agent can unhold the customer by clicking “unhold” button and it will be a three way conference call with new agent and the caller since the first/primary agent is the owner of the call, the agent can disconnect conference call by clicking “end conference” button 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 in this case, since the ownership is transferred to the second agent, the call does not end when the first agent hangs up the primary agent can remove the added user from the conference call by clicking button the conference button also shows the total duration of the call for which the call has been on conference 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 agent will put the customer call on hold by clicking "hold" button and click “confer” button enter the phone number to transfer the call to in the box labeled “phone” after entering the phone number, click “confer to phone” button once the call gets connected, agent can explain the use case to the new user during this process, customer call is on hold agent can unhold the customer by clicking “unhold” button and it will be a three way conference call with new user and the caller the agent can disconnect conference call by clicking “end conference” button the primary agent can remove the added user from the conference call by clicking 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 agent will put the customer call on hold by clicking "hold" button and click “confer” button agent needs to select the local ivr from the drop down menu and click “confer with local ivr” button 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) customer can enter the required inputs on ivr as per agent instruction or ivr prompts the agent cannot transfer the call to the ivr; however the call can be conferenced to the ivr by agent call transfer if an agent wants to transfer a call, then he/she needs to click on the (transfer) button suppose, agent(1) is in the call with customer(1) agent(1) transfers the call to agent(2) in this case, the ownership of the call is transferred to the agent(2) the agent will be able to select from the multiple options for call transfer transfer to user transfer to phone transfer to ivr transfer to campaign transfer to queue (licensable) 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 if you want to see the complete list of the users, then ask about the same from your administrator, as this feature is licensable for transferring the call to external user follow the below steps only the names of the logged in users will reflect, who are available to take the calls agent will put the customer call on hold by clicking on "hold" button and then click on "transfer" button however, the agent can directly transfer the call without making the customer on hold, but it is not recommended to do so agent can choose anyone of the user from the available list while transferring the call, the agent can see the user role of the supervisor, so that the supervisor can be easily recognized by the agent 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 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 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 exceptional case when an agent performs "transfer to user" for an outbound call and transfers it to another user, then the call type for such a call is not available in live monitoring tab for example, agent 1 has received a call and then transferred it to agent 2 in this case, the customer will be reflecting with the agent 1 rather than the agent 2 the supervisor will see that the customer is connected with agent 1 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 agent will put the customer call on hold by clicking on "hold" button and then click on “confer” button 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 once the call gets connected, agent can explain the use case to the external party during this process, customer call is on hold 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 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 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 ivr in the conference the agent will put the customer call on hold by clicking on "hold" button and then click on "transfer" button the agent needs to select the ivr from the drop down and call will be transferred to the selected ivr 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 the agent will put the customer call on hold by clicking on "hold" button and then click on "transfer" button the 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 "hold" button and then click on "transfer" button the 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 if the supervisor has configured "acw timeout (in sec)" for connected and not connected calls, then the calls (after disconnection) will be disposed off automatically after the expiry of this timeout value to avoid such scenario, and in general, we recommend to dispose of the disconnected calls within this duration transfer a call to user of another campaign there are cases, when the call of the customer is get connected in the wrong campaign in this case, the agent may wants to transfer the call to a particular agent of another campaign this feature is based upon the normal warm transfer case, where the user1 who has transferred the call to the user2 present in another campaign will not disconnect from the call then user1 can provide the context to the new user "user2" about the call and query, in the meantime, the customer is on hold the user1 has to perform the following steps to transfer the call to the new user click "transfer" button to transfer the call select "user" to search for the user to whom the call has to be transferred select the campaign name and queue name from the respective drop down lists the new agent can be searched either with "user name", or "user id" here, the count of campaigns and queues in which the user is assigned is also shown in front of the user's name a modal will be shown after selecting the agent, in which the list of all the campaigns is present the agent can select in which campaign the call needs to be transferred now, the agent can select and click "transfer" button to transfer the call to the new user if the selected user is busy with another call, or the user is not available, then a toast notification will be shown to the agent notifying about the same add notes the agent can add the notes during or after the call enter your note in the "add note" textbox of the telephony panel if you want to provide the note during the call, then click the disposition button and then enter the note once you dispose the call, the note will automatically be saved and can be seen on the call details page call disposition after completing the call, the two level call dispositions in two drop downs are displayed in the telephony panel the agent has to select the dispositions through the drop down menus or select any of the on screen displayed quick dispositions, as no disposition is selected there by default until the agent do not select the disposition, the "dispose" button remains unavailable to click agent may receive any of the following disposition screens based upon the configurations it contains the following two option of buttons save and dispose click it to dispose the ticket associated with the call using the selected disposition (licensable) dispose and dial click it to dispose the current call ticket and continue to make a manual dial call it shows a textbox at the bottom of telephony panel it is a licensable feature, so contact your administrator about the license of the same after entering the number, click "call" to dispose the current call with the selected disposition and make a new outbound call with manual dial restrict the users to dispose the call from telephony panel and allow them to dispose it from crm only if the administrator has configured and restrict the disposition of the call from the telephony panel, then the agent will not be able to dispose the call from telephony panel in this case, the agents have to dispose the call through crm only as soon as the call is ended, the telephony panel will not slide out to the left side from the right bar when the agent tries to dispose of the call in the telephony panel, then an error message is displayed if the disposition is restricted at the telephony panel but can be done at crm, then the "acw timer" is displayed in the tooltip of the phone icon in the right panel after the call disconnection (since the telephony panel is not shown to the agent) when the agent disposes of the call from the crm, then an inline message is displayed on the page if the disposition is disabled from the telephony panel, then dispose and dial will also be performed through crm callback and call notes are understood in the normal disposition operation through the telephony panel only option to use the customer code while transferring the call to ivr the customer code is a unique 6 digit code that can be used to request a transaction at the ivr linked with the payment gateway the agents have the privilege to paste and use a custom code while performing a call transfer to ivr the agent can copy the code from the third party crm and paste it in the telephony panel during call transfer to ivr, cold transfer to ivr with the parameter and values (conferivrdata or ivrdata) to replicate the crm screen from agent1 to agent2, and warm transfer to ivr with the parameter and values (conferivrdata or ivrdata) to replicate the crm screen from agent1 to agent2 refer to the following screenshot blacklisting the customers at agent console (workbench level) the agents also have been given the privilege to blacklist the customer's phone number a disposition named "blacklist disposition" can be used to add the customer to the blacklist the agent can use this blacklist disposition in both the telephony panel and in the web chat modal