Testing Press 1 Campaign / IVR with WEBRTC based webphone / Call Center module

⚠️ Note:
Please configure Gateway / SIP Provider account, add Contact, and Voice Recording before going through these instructions.
Contents hide
1 1. Create Agent through Admin / User Portal
2 2. Create Queue / Skill Group
3 3. Assign Extension and Queue to User
4 4. Agent Portal Steps
5 5. Launch Agent / Interactive Campaign
6 Using Webphone Features
6.1 Set Agent Status
6.2 Call Transfer
6.3 Load Contact
6.4 Keypad / DTMF Shortcuts

1. Create Agent through Admin / User Portal

  • Visit: Admin Login
  • Login as Admin and create an extension:
Path: Administration Menu ➔ Agent / Extensions ➔ “New Extension” button
Action: Enter Agent Name, Number, and Password, then click Save.

2. Create Queue / Skill Group

Path: Administration Menu ➔ Agent / Extensions ➔ “New Extension” button
Action: Enter details, select “Skill Group” from the “Forward To” dropdown, select Agents for this Queue, and click Save.

3. Assign Extension and Queue to User

Path: Administration Menu ➔ User Management
Action: Click the drop-down arrow under “OPERATIONS” for any user. Select agents and skill-groups, then click Assign.

4. Agent Portal Steps

  • Login as Agent from a different computer: Agent Login
  • Enter Agent Number and Password.
  • Click the “Ready” button from the agent phone portal.
  • Once ready, you will hear background music.

5. Launch Agent / Interactive Campaign

  1. Go to Campaign Menu ➔ Campaign Management ➔ Add New.
  2. Select Agent / Interactive (Press 1) campaign.
  3. Enter Campaign Name, select Contact Group, and choose your Queue / Skill Group.
  4. Click Save to launch.

Note: When a recipient presses the required key, the call is transferred to a live agent.

Using Webphone Features

Access the integrated webphone via the Agent Panel dropdown.

Select Extension

Set Agent Status

Change your status using the Status Button (Available or Leave).

Note: Only Available agents receive calls.

Agent Presence

Call Transfer

Click the Call Transfer button and select the target extension.

Call Transfer

Load Contact

Click “Load Contact” to view/edit prospect details within the ICTBroadcast internal records.

Keypad / DTMF Shortcuts

Action Key Sequence
Hangup *0
Call Transfer #1 + Extension
Attended Transfer #2 + Extension

Webphone

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