ICT Broadcast brings another amazing feature for call center's and Agent support! WebPhone. ICTAgent support Voice, SMS, Fax, and email communications technologies however here we will discuss only voice communications.

What is a WebPhone? and How does it help Agents?

A WebPhone is a WebRTC based phone that allows agents to receive incoming and make outbound calls using their browsers without any additional hardware or software. ICTBroadcast offers integrated WebPhone for Agents. It empowers agents to perform the following actions.

  1. log in as Agent
  2. Agents status (Ready/Busy)
  3. Predictive/Manual modes
  4. Show Script
  5. Call on Hold
  6. Transfer Call to Another Agent
  7. Campaign List
  8. Contact List
  9. Script
  10. Update Contact
  11. Disposition/Re-Schedule

WebPhone Options for an Agent

1. Login as an Agent

Users can even access integrated WebRTC Web Phone by login as an agent by giving an extension and password.

login form for agent in web phone

2. Set Agent Status

ICTBroadcast provides an option to change the status of Agent, the agent can set his status as ready and not ready by selecting the appropriate status option from the Agent status box,

Note: The agent with ready status can receive, forward, or make calls

Agent dialling method

3. Predictive/Manual modes

ICTBroadcast provides options to agents to select the dialing method, either manual dialing (manual) or automated dialing (predictive). An agent can select the manual option to dial manually from a web-phone or the select predictive option to let ICTBroadcast automatically dial the contact list

Agent Status Manual Option

4. Show Dialogue/Scripts:

It provides you an option to display a campaign script/dialogue for each campaign.

Dialogue Prospect

5. Call on Hold

This is the option in ICTBroadcast for hold a call. An agent can hold during the live call to talk to other agents/persons to get updates/information for the customer.

call on hold

6. Call Transfer to Another Agent

It provides an option to transfer calls, the agent can transfer the call to the desired extension. The agent can select the extension from the list by clicking the transfer button.

Call Transfer to extension or an agent.

7. Campaign List:

ICTBroadcast provides an option to display a campaign list. An agent can monitor campaigns progress and status as shown

Campaign list in ICTBroadcast

8. Contacts List:

ICTBroadcast provides an option to display the contact list. An agent can view contacts detail, also directly dial any person from the given list by click by the dial button. An agent can remove the desired contact from the list as shown:

Contact list in ICTBroadcast

9. Script:

ICTBroadcast provides option to display script on screen. Agent can view script/content that being used in campaign as shown:

ICTBroadcast display script on screen

10. Update Contacts:

ICTBroadcast provides option to update contact information. Agent can change/update contact information if required as shown:

Update contact information

11. Disposition:

ICTBroadcast provides an option to reschedule call time. In case of recipient do not take a call/busy, Agent can reschedule the call from the disposition option as shown:

Reschedule call time option

How to create Dialogue script for agents in ICTBroadcast:

Admin/User can configure dialogue/personal scripts for agents in the following way:

  • Go to the Message menu from main-menu
  • Choose Dialogue/Script menu from sub-menu
  • Click the Add New button

Configure New Dialogue

Fill out all the fields and click Save.

Note: Users can make a dynamic/customized dialogue by using Tokens. Click on Show Available Tokens, to add tokens in dialogue.

Dialogue Form

How to assign a new Campaign to an agent

ICTBroadcast provides integration of Web-Phone in two campaigns only. To configure these campaigns you need to follow the steps given below:

1. Agent Campaign

  • Enter a Campaign Name
  • Select the contact group
  • Set outbound callerID
  • Set AMD option
  • Add URL of CRM for group

Both agent campaign and interactive campaigns can be configured to trigger a pop-up on the agent screen, the same URL should point to some CRM or another contact center. URL can be configured in the Contact URL field as shown in the following image

Add URL of CRM

  • Select Dialogue

There is an option of Dialogue/Script under the general-options section in agent campaign or interactive campaign type where user can select recently created dialogues.

Select dialogue script

Webphone lets you customize the campaign script/ dialogue. It provides you an option to display campaign script/dialogue for each campaign. Agents can use this functionality by creating campaigns with dialogue.

  • Select Agent
  • Save the campaign

2. Interactive/Press 1 Campaign

  • Enter a Campaign Name
  • Select the contact group
  • Set outbound callerID
  • Set AMD option
  • Add URL of CRM for group

Both agent campaign and interactive campaigns can be configured to trigger a pop-up on the agent screen, the same URL should point to some CRM or another contact center. URL can be configured in the Contact URL field as shown in the following image

Add URL of CRM

  • Select Dialogue

There is an option of Dialogue/Script under the general-options section in agent campaign or interactive campaign type where user can select recently created dialogues.

Select dialogue script

Webphone lets you customize the campaign script/ dialogue. It provides you an option to display campaign script/dialogue for each campaign. Agents can use this functionality by creating campaigns with dialogue.

  • Select Key for Transfer

On which key/button system should transfer the call to Agent / Extension

  • Select Agent
  • Save the campaign