CCaaS Agent Guide
Expertflow Cloud Contact Center provides a user-friendly interface for the agents. By using this interface, Agent can do all the CTI operations, and agents are not required to log in on any SIP phone, he/she just need to login into the Agent Interface, and we will automatically register a browser-based SIP phone based on his dedicated extension. This interface follows the mechanisms of WebRTC ↔ SIP. The detail of each functionality is below
Agent Login
By providing the username, password and Domain agent can easily login into the CTI interface. Here agent doesn't need to provide any extension because as soon as he/she will log-in we automatically register a web sip phone on the browser and that will be used for Audio steam.
Info
When you buy Cloud Contact Center License from Expertflow, you will get your specific Domain which represents your tenant. You can only log- in to your agent by providing your Tenant information
Agent State
As soon as the agent login on the CTI toolbar, He will be able to see his personal information like his name, extension, and his current availability status on the top left corner. Just like any other contact center, the agent can control his state by making himself Ready / Not Ready to receive the Queue Calls. We support the following 3 stats
| State | Description |
|---|---|
| Ready | If the agent is in Ready State, he will be able to receive Queue Calls |
| Not Ready | If he is Not-Ready State, he will not be able to receive any Queue Calls, however, he can receive a direct extension to extension call. |
| Logout | He will be Log-out from the CTI. |
Not Ready Screen :
Ready Screen :
Incoming Call
As a contact center agent, he can receive the incoming call either via Queue or via extension. As soon call lands on that agent, a notification will appear indicating an inbound call is ringing. Along with the notification, a beep sound will also play to alert the agent that there is an incoming call, which needs to be answered. Along with notification agent can also see the customer calling number
The agent can answer the call either by clicking on the Answer button available at the bottom of the right corner and he can answer by clicking on the button at the top left corner
Once the call is answered, CTI will start the connecting process and this will be visible on the agent interface, which indicates that CTI is making a bridge between customer and agent. This usually takes 2-3 seconds.
Once the call is successfully connected, CTI will change its state automatically to Connected, which indicates that the customer and agent are now connected and can talk with each other.
Note
The notification at the right bottom is configurable, customer can enable/ disable it via configuration, By default, it's enabled.
Outbound Call
An agent can make the outbound call by making himself Not Ready and providing the customer number.
Note
If you want to initiate an outbound call to an extension, then that agent must be in Ready State else the outbound call won't go through.
Call Controls
As soon as the agent accepts the call, he will be in contact with the customer, and they can talk with each other. Other call controls will also appear as soon as the call connects with the customer. The following call control we support.
| Feature | Description |
|---|---|
| Hold / Resume | The agent can hold and resume the call with a customer. When the call is on Hold, the customer will hear the Hold Music |
| Transfer Call | The agent can transfer a call to another agent by providing the extension. The transfer will be a blind transfer |
| Conference | An agent can add 2nd agent by adding his extension number and as soon as 2nd agent will accept the call, all 3 participants will be in the conference room. All participant's numbers will be visible as connected numbers and they can talk with each other if any participants add or drop from the call both agents will get the notification. |
Note
The Transfer call can only be successful if the 2nd agent is in Ready State If the agent is in NOT Ready State. The Transfer call will be dropped and for the Conference Call, 1st Agent won't be able to make the conference call with 2nd agent.
Call Attached Data
If you wanted to pass some specific information to an agent from IVR, for example, Customer Name, Address, Billing Information, etc, this information can be passed as attached data. This information help agent to identify customer quickly and provide them good service. Total 10 call variables can be configured, user can also configure/define the keyName for each parameter, for Example FirstName, Last Name, Mobile number ... If Key is more than 15 characters, it will be truncated after 15 characters. Full Key can be seen on the mouse hover.
Wrapup State
Wrapup state is only available in case of Inbound Queue Calls. Wrapup time is configured at the EF Cloud Contact Center admin portal. Wrapup will not trigger in the case of Outbound and Direct Transfer calls. The following flow will be executed on the inbound Queue Call.
- Inbound Queue Call lands on Agent
- If Wrapup time is configured on the EF Cloud Contact Center against this agent, Agent will go into the wrapup state
- In the Wrapup state, the agent will not be able to get any new Queue Call.
- In the wrapup state, the agent can only make himself Not Ready
- If the Agent does not want to get the next call, he can make himself Pending Not ready However state change will happen once the wrapup time is complete
- Once the wrapup time is complete, if the agent does not change its start to Pending Not ready, He / She will go back to Ready state and will be available for the next call.
- If he/she makes him/herSelf Pending Not Ready, He will be in the Not Ready state as soon as the wrapup timer is complete and after that, he can log out himself if he wants to or can make him/herself Ready as well.
INFO
After the login, At any point of time if the agent Refreshes the browser or closes the browser the current ongoing session will end and the agent needs to relogin on the CTI.
Features on the Roadmap
We are working on supervisor features which will be available in the next few release, the brief description of the features are the following
| Feature | Description |
|---|---|
| Real-Time Team Information | The supervisor will be able to see his team real-time information, for example, which agent is in Ready /Not Ready State or in Talking State |
| Silent - Monitoring | The supervisor will be able to Silently monitor the agent call, who is in talks with the customer. |
| Barge-in | The supervisor can Barge-in with active agent-customer call |
| Change Status | The supervisor will be able to update his team status from Ready to Not Ready or vice-versa |