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 inside the MS CRM, 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.
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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. |
Incoming Call / Caller Information Popup on Call Arrival (ScreenPop)
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 caller information is displayed on the MS CRM Web Page as soon as the call arrives. If multiple contacts match the connector shows all those contacts for you to choose from.
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.
INFO
For Online CRM, In the contacts entity, we search on the 'Business Phone ' field, and in the Accounts entity, we search in the ' Phone ' field. These fields are not configurable
Search by Multiple fields
The customer’s ANI is searched against multiple Phone fields which can be configured on the CRM side against the respective (Leads, Accounts, Contacts) entity.
Search in Leads, Accounts, and Contacts
An incoming call phone number is searched in Leads, Accounts, and contacts. First, second and third priorities can be set. For example, if the priority is Leads → Accounts → Contacts, It first searches into the ‘Leads’ entity and the resulting record is popped up. If the customer record does not match into ‘Leads’ then it searches into the ‘Accounts’ entity and then finally into contacts, if no record is matched in the account.
No ANI Match
In the case, the customer record is not available in either of the leads, accounts, and contacts table, the "New Leads" page should be popped up in front of an agent (configurable). The phone call activity is not logged in this case.
Multiple matches
In the case of multiple matches, a list of all the matched records of the respective entity is shown in the drop-down list in alphabetical order. The first record in the list will automatically pop up, however, the agent can also manually select the customer record from the dropdown list and that customer profile will popup.
Outbound Call / Click to Dial
An agent can make the outbound call by providing the customer number or via click to dial feature. In both of these cases agent needs to be in a Not Ready state
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.
- Currently, for the Microsoft UCI Deployment, Click To Call will not work. Its a limitation of the system
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 |
| Mute/Unmute | The agent can mute and unmute himself during the call. |
| 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.
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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 re-login on the CTI.
Phone Call Activity / Call Wrap-up
A phone call activity is automatically created and linked to the matched caller account in Microsoft CRM. Any call notes that you write while handling the call are also saved along with the phone call activity and the selected wrap-up code is applied in Cisco Finesse. You can track the call handling status via native CRM reports as well as via the Cisco call wrap-up report.
