Handling Voice Calls

Whether it's an inbound or outbound call, the agent workflow remains consistent. The workflow comprises of four main components for voice calls:

  • Answering Calls: Agents begin conversations by promptly answering incoming calls.
  • Call Controls: Agents use controls for tasks like muting, holding, and ending calls.
  • Transfer: Agents transfer calls to third parties using different types for smooth communication.
  • Conference: Agents connect conference calls to include multiple parties.

Now, let's delve into each topic for detailed exploration:

Answering a Call

The Agent interface provides an easy method for call answering. If Webrtc phone isn't on auto-answer, agents must click to answer calls.

When an incoming call arrives, the agent screen appears as shown below. If auto-answer is on, calls are answered automatically.

After answering, agents move to the next screen. Note that extra call details aren't visible initially; clicking the small paper icon reveals them.

IVR Journey of the Customer:

Agents can view the customer's IVR walkthrough on their screen to gain context for more effective interaction. To access the IVR Journey, click on the IVR Journey drop-down menu.

Call Controls

After answering a call, CloudAgent offers multiple call management options. Let's explore these icons and observe their changing states.

The control buttons work as toggles, activating or deactivating specific features. For instance, buttons like Mute, Hold, and Recording can be switched on or off with a single click. In terms of user experience, active buttons or controls are highlighted in red, while inactive ones stay unhighlighted.

Here are the Call Controls for agents, with brief explanations:

  • Mute: Temporarily mutes the agent's microphone during the call to reduce noise or hold private conversations.
  • Hold: Temporarily pauses the call, often used to gather information or consult before continuing.
  • Transfer: Used to consult a third party (usually another Agent / Skill / IVR / Phone) for addressing customer questions. The call can be transferred in two ways:
    • Blind transfer: In this method, the initiating agent transfers the call to a third party, resulting in the initiating agent's disconnection and the new agent's connection with the customer.
    • Warm transfer: With this approach, the initiating agent transfers the call to a third-party agent, allowing both agents to participate in the call with the customer simultaneously.
  • Conference: Adds more parties to the call with the customer.
  • Recording: Agents can disable audio recording for sensitive information and enable it as needed.
  • Dial Pad: Useful for navigating IVR menus during outgoing calls, and supports alpha characters.
  • Disposition: Disposes of the call and provides an option to save after completion.
  • Send Message: Send an outbound message to the customer while on call & initiate a simultaneous chat conversation. Refer here for more details.

Connect with 3rd Parties and Explore Transfer Types

We support two types of transfers:

  • Blind Transfer: In this method, the initiating agent transfers the call to a third party, resulting in the initiating agent's disconnection and the new agent's connection with the customer.
  • Warm Transfer: With this approach, the initiating agent transfers the call to a third-party agent, allowing both agents to participate in the call with the customer simultaneously.
    • For Warm Transfers, two events can occur:
      • CANCEL Transfer: Once the agent connects with the 3rd party agent, clicking the "Cancel transfer" button allows the main agent to disconnect the 3rd party agent and initiate another transfer.
      • COMPLETE Transfer:After the main agent connects with the 3rd party agent, clicking the "Complete transfer" button results in the main agent being disconnected, leaving the 3rd party agent and the customer on the call.
    • Agents can also toggle between the third party and the customer while keeping the third party on hold.

Within transfers, agents can choose from these entities:

  1. Skills: Used when customers need to be rerouted to the correct group.

    1. An agent can also see the number of agents available in a particular skill while doing a skill transfer.

  2. Agent: For specific agent requests, showing available agents.

  3. Phone: For third parties not in the system, agents can enter their number.

  4. IVR: Transferring to an Interactive Voice Response system.

When clicking a transfer button, the initial screen varies based on your choice. Here are the interfaces for different transfers:

  • Skill Transfers: Choose a skill for routing from the searchable list.
  • Agent Transfers: Select an agent for routing from the searchable list.
  • Phone Transfers: Choose a phone number for routing, or directly enter one.

Conference

Conference works similarly to Warm Transfer but allows multiple parties. The agent can hold, disconnect any party during the conference.

Below is a screenshot of the agent's screen during a conference call:

Agents can conference with another agent or phone. Once the 3rd party is added, the agent sees the following screen:

After the call, agents reach the disposition screen. To provide details, click Dispose.