Call to an Agent

To make a call to another OMniLeads agent, we must go to the “Call out of Campaign” button available at the bottom of the webphone. When agent clicks on it, a window is displayed in order to facilitate the selection of an agent from a list available and then the call is performed (Figure 1).

Outbound Calls Out of Campaign

Sometimes it is necessary to make a call to a number (subscriber number or extension of the PBX), without the need of managing the contact as if it is part of a campaign logic. This is allowed by clicking on the “Call out of Campaign” button available at the bottom of the webphone. The displayed window has a field to enter the number to be dialed (figure 1).

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Figure 1: without camp calls

Put a call On Hold

During a call, the agent has the ability to hold the call for a while. This is possible by clicking the “hold” button in the webphone.

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Figure 2: call on hold

When hold button is clicked, the customer will listen hold music, while the agent can unhold the call when he wishes, justo clicking in unhold, as seen in figure 2.

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Figure 3: unhold

This functionality can be used with any type of call.

Call transfer and Conferences

Within the range of possibilities for call transfers that can be made in the system, we have the following:

Blind Transfer to another Agent

Supose that “agent A” has an active call and she/he wishes to transfer the call to “agent B”, directly. In this case agent clicks the transfer button, inside the webphone and then selects “blind transfer”. After that, she/he can select the agent.

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Figure 4: “Agent A” to “Agent B” blind transfer

In this case the call is automatically transferred to “agent B”, leaving free “agent A”. Once the transfer is made, it cannot be recovered, neither “agent A” can know if the transfer was attended by “agent B”.

Blind transfer to an external number

The “Agent A” is on an active call and wishes to blind transfer the call to an “external number”. When we say external, we mean a call that is generated outside the system. It can be a PBX extension within the company or an external telephone number of the PSTN.

In this case, the transfer button is clicked and then agent can select “blind transfer” as the type of transfer. You must enter the destination number in the box as indicated in the figure 5.

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Figure 5: “Agent A” to “External Number” blind transfer

In this case, the call is automatically dispatched to the phone destination, and the webphone of the “agent A ” is released. Once this transfer is performed, the call cannot be retrieved to original source, and “agent A” cannot know if the call was attended or not by the transfer destination phone.

Consultative Transfer to another Agent

The “agent A” is on an active call and wishes to transfer the call to the “agent B” in a consultative manner; that is to say that the external telephone is put on hold while the “agent A” opens a new channel to the “agent B”. If the call between them is established and the “agent B” wishes to receive the transfer, then the “agent A” drops the call and automatically the external telephone is bridged with the “agent B”.

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Figure 6: “Agent A” to “Agent B” consultative transfer

In this scenario, another possibility is:

  • That it is not possible to contact the “agent B”, then the “agent A” can cancel the transfer during the ringing phase to the “agent B” using the button “Cancel Transfer” of the webphone.
  • The contact with the “agent B” is achieved but the last one cannot (or does not want to) proceed with the transfer. Therefore the “agent B” must drop the call and automically the “agent A” remains with the connected conversation.

Three Way Conference: external number, Agent A and Agent B

This is a possible scenario within a consultative transfer, since the action to be executed by the agent that drives the conference (agent A), is initially a consultative transfer. At the time of establishing conversation between “agent A” to the “agent B” (while the external person or external number is on hold) the “agent A” must click the “Confer ” button available on the agent Webphone and thus remain the three parties in a conference call.

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Figure 7: “Agent A”, “Agent B” and External number three way conference

Consultative Transfer to external number

The “agent A” is on an active call and wishes to transfer the call to an external “telephone number” for consultation purposes, putting “external phone A” on hold while the “agent A” opens a new channel to the “external telephone B”. If the call between them is established and the “external telephone B” wishes to receive the transfer, then the “agent A” drops the call and automatically the “external telephone A” is joined to the “external telephone B”.

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Figure 8: “Agent A” to “External telephone” consultative transfer

In this scenario, another possibility is:

  • That it is not possible to contact the “external telephone B”, then the “agent A” can cancel the transfer during the ringing phase to the “external phone B” using the “Cancel Transfer” button on the webphone.
  • The contact with “external telephone B” is achieved but this one cannot (or does not want to) proceed with the transfer, therefore the “external telephone B” hangs up the call and the “agent A” remains connected to “external telephone A”.

Three Way Conference: external telephone A, Agent, external telephone B

Under this scenario the “agent A” can set up a three-way conference between the “external number A”, that is the person who initially established the call with “agent A” and an “external number B”, that can be the extension of a PBX or a subscriber of the PSTN. In such a way, all the parties remain in a conference room.

In order to perform this action, the “agent A” must initiate a consultative transfer to the “external number B” and once in call the agent must click on the “Confer ” button of the webphone (Figure 9).

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Figure 9: “Agent A”, “Subscriber A” and “Subscriber B” three way conference

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Figure 10: Webphone confer switch

Transfer to another Campaign

Under this scenario the “agent A” is in an active call and wants to transfer the call to an Inbound Campaign. Agent must select “blind transfer ” option since the call is transferred to the queue of the target campaign.

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Figure 11: “Agent A” to “inbound campaign” transfer

As it is a blind transfer, the call is automatically dispatched to the destination number, while the “agent A” webphone is released. Once this transfer is triggered, it cannot be retrieved, and “agent A” cannot know if the call was really answered.

Tag a Recording Call

This functionality of the agent webphone allows to generate a mark on a recording call. The idea for this flag is to be reachable from Recording Module.

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Figure 12: call recording tag

As shown in figure 12, after clicking on the button to mark the call, a text field is displayed so that the agent can describe the situation or add a specific comment.

Finally, using the OMniLeads recording module, you can recover that recording and see what the agent has written on it.

On demand call recording

This feature allows agents to record a call on demand, since clicked the button shown in next picture. This feature is only available for calls related to campaigns with recording calls option disabled

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The call recording can be stopped if user want it, clicking the same button in the middle of the recording, if the user cannot do that the call will be recorded until the end of the call.

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Scheduled Callbacks

Scheduled Callback functionality allows the system to call again a specific contact based on time and date. The idea is not to discard it, but keep managing it.

Personal Callback

When the agent requires calling a specific contact again, she/he is able to generate a reminder in the personal agenda, and then listing them in order to call them back.

Agenda is a default call disposition of the system.

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Figure 13: Personal Callback

After call is dispositioned, a form is displayed for selecting the date, time and reason of the agenda being in place.

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Figure 14: Personal Callback details

Finally, the entry in the Personal Agenda remains available and can be seen by clicking in the Agenda menu.

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Figure 25: Agenda details

Global Callbacks for Outbound Dialer Campaigns

Global Callback is only applicable to Outbound Dialer Campaigns as it is intended to re-insert the contact within the list of numbers to be called by the dialer. In this scenario the dialer simply calls the scheduled number.

This is a functionality that allows agents to schedule a contact, since contact wants agent to call again later, maybe because an impossibility to attend the call in that moment.

To create a Global Callback, you must disposition the call by selecting “Agenda” Call Disposition. After that, agent must select “Global” as the type of agenda.