ICT Innovations brings another amazing feature for call centers and Agents support! Web Phone. 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 Web phone is WebRTC based phone that allow agents to receive calls only using their browsers, without any additional hardware or software.
It offers integrated web phone for agents. Not only can it receive forwarded calls, but also enables agents to perform following actions.
-Load contact details in popup / CRMLoad campaign script
-Set agent status Available / Unavailable
-CAMPAIGN DIALOGUE / SCRIPTS
Webphone lets you customize the campaign script/ dialogue. It provides you an option to display campaign script / dialogue for each prospect. Agents can use this functionality by creating campaigns with dialogue.
You can create the dialogue by the following way:
1. CREATE DIALOGUE
In ICTCRM Go to the Message menu,Choose Dialogue / Script menu
Click Create new
Fill out all the fields and and click save
Note: User can make a dynamic / customized dialogue by using Tokens, to add tokens in dialogue please click on Show available tokens
2. CREATE AGENT CAMPAIGN
ICTCRM provides integration of WebPhone in 2 Campaigns. It can be used with Agent and Interactive Campaigns.
To configure these campaigns you need to follow the steps below:
CONTACT / CRM URL FOR POPUP
You can utilize the webphone features in Interactive Campaigns and Agent Campaigns.
When using Web Phone, Agent and interactive campaigns can be configured to trigger a Popup on agent screen, the same URL should point some CRM or other contact provider app. URL can be configured in Contact URL field as shown in the following image, further user can also contact tokens to build contact url.
Creating your own Dialogue/Script can be done by a few steps now
Dialogues are specific to agents and interactive campaigns, in these campaigns an option of Dialogue / Script is given under General option section and user can select recently created dialogue here.
User can even access integrated webphone by selecting the desired extension from top Agent Panel dropdown.
SET AGENT STATUS
ICTCRM provides an option to change the status of Agent as well.
You can set the status of the agent by clicking status button. You can set the status either available or leave
Note: Only Available agent can receive forwarded calls
Transferring a call is not an issue now as call can be transferred to the desired extension by clicking the call transfer button and then selecting desired extension
You can view and edit prospect details by clicking on load contact.
Please note that it is different from popup URL. Instead of popup it will redirect current window to ICTCRM’s internal contact record where user can edit / update it accordingly.
KEYPAD / DTMF
Handy keys are provided to the agent for operating webphone.
A List of usable key sequences that agent can use for different purposes is given below:For hangup press *0
For call transfer press #1 and then enter target extension number alternatively (without pressing any key) agent can select target number from transfer dropdown button.
For attended call transfer press #2 followed by the target extension