User guide

When using the Call Control app it is very important that from here on out the agent never answers the call with either the connected physical phone device or softphone installation. All phone related actions must be handled from within the Call Control Application. Not doing this will result in missing data and errors on both the Freshdesk and Broadsoft side of the integration.

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.

To get to the settings panel open the app in Freshdesk and klick on the cog-wheel icon in the top right of the call control

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.

If you want to change your agent’s settings for example to switch the current Broadsoft agent account to a different account it can be done from within this settings menu. The next time an agent logs into Freshdesk these new settings will be loaded as well, ensuring an easy and changeable single sign-on.

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.

The Freshdesk API key is used by the integration to identify the Freshdesk agent and link them to their Broadsoft account.

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.

As soon as a call is offered to an agent, the Call Control application will maximize and the so-called “queue” of the call will be shown (Figure B.1). In this case “GoPro Sales”. At that moment the call can be answered by clicking on the green phone icon. Figure B.1.

After answering a call the application will look like Figure B.2.

After a call has been accepted, it is possible to end the call at any time by clicking on the red phone icon. Once the call has ended, if the call was inbound, the application will show a screen where a wrap-up code can be chosen. More on this is explained in the ‘wrap-up…’ chapter.

Once a call is offered, you can also refuse it. You do this by clicking on the red phone icon next to the telephone number. The call will then be put back in the call queue.

As soon as a call has been answered, you can put the customer on and off hold. You do this by using the pause button. The pause button changes colour (white or gray) to indicate that someone is / is not on hold. See below two screenshots where the customer is not on hold (Figure B.5) and where the customer is on hold (Figure B.6).

You can transfer an accepted call to another agent. This can be done in two ways:

• 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.

DIRECT TRANSFER

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…’).

WARM TRANSFER

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.

If the Call Control application is not active and you have to start a call to a manually dialed telephone number, you can do this by using the numerical keys on your keyboard or selecting the number from a contact page.

Before you start an outbound call you can choose an outbound number if this feature is configured in Broadsoft. A dropdown list will be shown containing the available outbound Line Identifiers.

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.

The Call Control application can search the telephone book of the Broadsoft system. When the phonebook tab is selected. The agent can enter a name or number and click on the search button, or press the ‘enter’ key to search the phone book (Figure B.14). If an agent match is clicked the phone number will be added in the number input field on the phone tab, which the app will automatically navigate to, after which you can make a call using the green phone icon. This functionality can also be used for looking up and selecting an agent/colleague to transferring a call to.

If multiple customers are found based on the caller’s phone number, the Call Control application will show the caller matches on the Caller matches tab. This tab is normally hidden and will only show when a call comes in. By clicking on a match the chosen customer will be shown in Freshdesk. When the mouse is hovered over a match a button will appear at the end of the line, when this button is clicked a ticket will be linked to the customer and displayed in the Freshdesk browser window.

Depending on the Broadsoft configuration it is possible to set a variety of statuses for the agent from within the call control app. Think of statuses such as “Available”, “Unavailable” or “Lunch”. By setting your status to Available (default automatic) you indicate that you can receive phone calls. If you set it to a different status, you will not receive telephone calls. The status will be logged in the Broadsoft environment. As shown below (Figure b.16 ), when the status is clicked. The application will offer a list with available options.

After a call is finished, the Call Control application will be shown the wrap-up tab and offer a wrap-up selection. The wrap-up allows the user to store a code that indicates what the conversation was about or what the result was. For example, in the case of a Sales queue, think of “Sale” and “No sale”. After choosing a wrap-up code and pressing the “Save”- button the wrap-up will be saved on the ticket and the application will hide, finishing the agents current task. If no choice is made the application will be minimize after a few seconds, depending on the configuration within the Broadsoft environment.

The Recording functionality that comes from the Broadsoft environment can be controlled with the start – stop switch. This switch will be displayed under the phone control buttons and can be used to prevent personal information from being recorded. When recording is switched on again the recording will continue from where it was paused.

If the current Broadsoft configuration does not support call recording or control by the agent, the recording switch will not be displayed.