This guide provides step-by-step instructions on inbound call handling. It also provides some tips and reminders for some steps. This guide is useful for anyone who needs to handle inbound calls efficiently and effectively.


TABLE OF CONTENTS

Inbound call view

1. Across the top of the screen you can see some basic information; Contact name, contact number they have called in on, call type Inbound, the campaign name and the inbound queue the call has come in on (including the number).


2. Telephony options are available on the left. Here you can see basic details for the contact added during import (The basic view will show a name). You will also see the inbound type and queue name displayed as well as the total time for the call. The red circle indicates the call is being recorded.


3. The status will be displayed here as well as at the bottom of the screen.

Start/stop recording

Tip!

You may not see the option to stop the recording. If the icon is missing, your user does not have permission to use it. This is controlled by Admin.


4. When a call is being recorded, a red dot is visible next to the timer. Click the circle icon to stop the recording.


5. When not recording, you will see "Not Recording" displayed as well as a strikethrough of the circle icon and the red dot disappearing.


6. Clicking the button again will start the recording once more.


7. You will see the red circle appear when the recording has restarted.

Putting the call on hold

Tip!

When you place a call on hold, the contact will hear the music/messages configured and will not be able to hear your voice. Equally, you will hear the music/message and will not be able to hear their voice.

If you need to quickly mute the mic for a sneeze etc. use the mute option rather than the hold button!


8. Click here to place the call on hold.


9. You will be notified that the call is not being recorded.


10. The status "On Hold" will be displayed.


11. Click here again to take the call off hold.

Transfers

Tip!

There are 4 possible transfer types. You may not see all 4, this will depend on your permission level configured by admin.

For more detail on transfers, see the Transfers guide.


12. Click the transfer button to open the transfer options.


13. "Address Book" transfers allow you to select from a pre determined list of numbers to transfer to.


Tip! Address book transfers are usually used for your most common transfers. If you regularly transfer calls, this can speed up the process.


14. "Queue" transfers allow you to transfer to another queue/department/group of users.


Tip! Queues can be used in different ways. If you have specific users trained to deal with certain calls, you may wish to transfer to a group of them. This group could be setup as a queue, examples being "Complaints", "Sales", "Managers" and so on.


15. "User" transfer allows you to transfer to a specific person.


Tip! It's advisable to only transfer when users are "Ready" or "Dispositioning" as you know they will be available or become available shortly.


16. "IVR" transfers are used to transfer the call down another pre determined IVR route.


Tip! IVR transfers can be used to transfer calls to automated services such as a payment portal.

Telephone keypad

Tip! The telephone keypad allows you to navigate IVRs, especially useful in B2B calls. This would rarely be used on inbound calls however.


17. Click here to access the keypad.


18. Click the relevant digit required.


19. Click again to hide the keypad.

Change contact

Tip! Changing a contact will generally be useful if the caller is different to the Contact displayed on screen. This can happen if a number has been reallocated at the end of a mobile contract for example. It allows you to search for the correct contact in the system. See the guide on the "Change contact feature" for more detail.


20. Click here to access the call options.


21. Click to bring up the "Change contact" option.


22. You can use the search function to find a contact already in the system.


23. If the contact doesn't already exist, you can create a new contact via this button.

Script tab

24. Click "Script" (Default view) to access the script.

History tab

25. Click "History" to see the contacts history with the system.


26. The history will include the active call.


27. All previous interactions with the system will be listed, including any notes added to calls.

Hang up

28. You can hang up the call by clicking the red button.


29. Doing so will put you into dispositioning.

Dispositioning the inbound call

30. Click "Select Outcome"


31. You can search your outcomes.


32. You can also sort them based on the options available.


33. When still on with a contact, only the "Quick access" outcomes will be accessible.


34. Once the call has been hung up, you will have access to all outcomes.


35. Click "Set A Callback"


36. Double clicking an outcome will disposition the call and move you on.


37. Any outcomes with an action to perform, such as "Redial Client Straight Away"...


38. ...will open a side panel for you to complete the action.


Tip! Don't forget, outcomes can differ depending on the call type. Some outcomes are only available on Inbound calls.

If a certain result code is 'missing' or visible but shouldn't be, this is something your admin team can rectify.