This chapter explains how to perform the actions in the Call Control application. These descriptions will be clarified with the support of illustrations.
Except for chapter: ’6.2 Checking and changing your agent settings’, all descriptions will be based on the assumption that the user is already logged into Freshdesk and that the correct Broadsoft login data has been added to the supporting database. If this is not the case you should contact an administrator.
IMPORTANT NOTE FOR SOFT PHONES AND PHYSICAL PHONE DEVICES
If this is done accidentally make sure to refresh your browser using ‘ctrl + f5’ after the call is finished. This must be done to make sure that starting from the next call the app will work correctly again.
CHECKING AND CHANGING YOUR AGENT SETTINGS
If everything in the supporting database is setup correctly the settings panel of the call control should look something like this. Depending on your Call Center Type you may or may not have the ‘Show CLID choice’ option.
Unless you are provided with login details, if (some of) the settings are empty, you should contact the administrator.
Don’t forget to click the save button to store any changed settings into the supporting database.
CHANGING AN AGENT’S SETTINGS
Note: If a Freshdesk agent sets the same Broadsoft Agent settings as another Freshdesk agent, only the agent that logged in/ saved / refreshed the browser last will be able to use the call control.
FINDING YOUR FRESHDESK API KEY
The API key can be found by clicking the agent icon in the top right corner of the Freshdesk browser tab and then selecting ‘Profile Settings’.
Note: When an agent changes their Freshdesk API key they have to copy it to the settings tab of the call control and save it in order for the integration to work correctly.
ANSWERING A CALL
After answering a call the application will look like Figure B.2.
ENDING A CALL
REJECTING A CALL
PUTTING A CALL ON-HOLD OR TAKING IT BACK
TRANSFERRING A CALL
- Direct transfer: You immediately transfer the customer without first consulting the other agent.
- Warm transfer: You consult the other agent first and then you connect the customer.
To transfer the customer directly you must first put the customer on hold so that you can look up and select the number of the agent or queue yourself.
Once the customer is on hold, click on the transfer button (Figure B.7), after which you have the option to enter a phone number or select a phone number from the phone book. Then click on the green phone icon to connect the customer (Figure B.8). (More on the phonebook is explained in the chapter ‘Search the phonebook…’).
To ensure that the customer is correctly transferred, you must first put the customer on hold so that you can consult to the relevant agent first without the customer hearing this. The consult transfer option forwards the Ticket that was created when answering the original call to the agent that you transfer to.
Note: Make sure to save the ticket before completing the transfer if you want the other agent to see any information you added to the ticket. This original ticket is automatically displayed on the screen of the consulted agent so that he does not need to ask the same questions or enter the same data.
Figure B.9 indicates that you have clicked “Line 2” and entered a number. The “Line 2” button gets bold letters and a frame to indicate that you are currently on this line. To call the number entered, click on the green phone icon. You then have a connection with the chosen telephone number and you can switch between “Line 1” and “Line 2” by clicking on the respective buttons.
Now that you are connected to the person you wanted to connect to, click on “Line 1” where the customer is on hold. If you wish, you can still address the customer getting the customer out of hold before you connect the customer. Click on the Transfer button to connect the customer to the other line. You will now receive the message “Type a number or click a Line” (Figure B.10). Once you have entered the telephone number or clicked on “Line 2” you can transfer to line 2 by clicking on the green phone icon (Figure B.11)
CANCEL THE TRANSFER
Best practice would be for the second agent to hang up first. This way you do not accidentally hang up if the customer’s line was the active selected line. When the agent is sure ‘Line 2’ is the currently active line clicking on the red phone Icon will end the conversation with the second agent.
CHOOSING AN OUTBOUND NUMBER
CLID (CALLING LINE ID)
If the Broadsoft call center type supports CLID the dropdown which was mentioned in 6.9 will show when the agent starts the call. The number selected from this dropdown will be displayed on the receiving customer’s phone instead of the agent’s direct phone number.
SEARCH THE PHONEBOOK AND MAKE A CALL
SHOW FOUND FRESHDESK CUSTOMERS
CHANGING THE AGENT’S WORK STATUS
SELECTING A WRAP-UP CODE
STARTING AND STOPPING THE RECORDING FUNCTION
If the current Broadsoft configuration does not support call recording or control by the agent, the recording switch will not be displayed.