ITEAM on telephony dutY – Before an agent can accept a call they must make themselves available by selecting the radio button ‘ready’ in CRM Log in to the CRM System Note: use the role ‘Agent’ Note/Warning: If you are working back office (usually logged in as role) and asked to log into a telephony ‘inbox’ queue to help cover you will need to remember to return to the Enquirer ID screen to accept each new call. With this in mind it may be easier to log off that role and back in as Z_IC_Agent when helping with telephony) iTeam Assistants on telephony duty logging off at 17.00 when logging out at the end of the day, you must ensure – that you are ticked out of all queues at 17.00 even if you are still on a call or in up’. A status of ready’ ‘wrap ‘not alone is not enough to invoke the correct IVR message to any customer(s) waiting. Note: If you select ready’ alone, and are on a call at 16.58 which takes five minutes to complete then one minute ‘not up’ time, any customer waiting would only receive the closed message at 17.04 instead of 17.00 ‘wrap TELEPHONY BUTTONS in CRM/FUNCTIONALITY The buttons used to operate the telephony facilities are available along the top of the Interaction Centre screen within CRM Before receiving a call, the agent needs to make her/himself available in BCM. This makes the radio button in CRM automatically move from ready’ status to ‘Not ‘Ready’. The Accept and Reject buttons will and you will hear a in your headset when a call is available to ‘tone’ take. When an agent accepts a call, the caller’s number is displayed and if the caller’s number is recognised by the system, CRM displays the caller’s details. Agents can then check with the caller and confirm, or search for another BP record.
ITEAM – on telephony dutY Before an agent can accept a call they must make themselves available by selecting the ‘ready’ radio button in CRM Log in to the CRM System Note: use the ‘Agent’ role Note/Warning: If you are working back office (usually logged in as ‘inbox’ role) and asked to log into a telephony queue to help cover you will need to remember to return to the Enquirer ID screen to accept each new call. With this in mind it may be easier to log off that role and back in as Z_IC_Agent when helping with telephony) iTeam Assistants on telephony duty logging off at 17.00 – when logging out at the end of the day, you must ensure that you are ticked out of all queues at 17.00 even if you are still on a call or in ‘wrap up’. A status of ‘not ready’ alone is not enough to invoke the correct IVR message to any customer(s) waiting. Note: If you select ‘not ready’ alone, and are on a call at 16.58 which takes five minutes to complete then one minute ‘wrap up’ time, any customer waiting would only receive the closed message at 17.04 instead of 17.00 TELEPHONY BUTTONS in CRM/FUNCTIONALITY The buttons used to operate the telephony facilities are available along the top of the Interaction Centre screen within CRM Before receiving a call, the agent needs to make her/himself available in BCM. This makes the radio button in CRM automatically move from ‘Not ready’ status to ‘Ready’. The Accept and Reject buttons will and you will hear a ‘tone’ in your headset when a call is available to take. When an agent accepts a call, the caller’s number is displayed and if the caller’s number is recognised by the system, CRM displays the caller’s details. Agents can then check with the caller and confirm, or search for another BP record.