After logging in, you can make outgoing calls. Switch the status to work-idle and you can answer incoming calls.
1. Answer the call
1. When there is a new call, an incoming call pop-up screen will pop up on the right side of the system.
2. Click the green phone icon to answer the call.
3. Click the red phone icon to reject the call.
2. Outgoing calls
1. Open the dial pad.
2. Select the number used for outgoing calls. The default international random number is used.
3. Enter the number you want to call.
4. Click the outbound call button to make an outbound call.
3. Call Operation
During a call, if telephone operations are needed, you can click specific functions on the dial pad:
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Hold: The call is placed on hold. The user will hear music but not the agent’s voice, while the agent can make internal inquiries regarding the issue.
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Transfer: Supports transferring the call to another agent group.
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Dial Pad: When making an outbound call, the dial pad can be used to dial an extension number.
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Hang Up: Ends the call.
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Auto Retrieve: (Default: 5 minutes) When the countdown reaches zero, the system will automatically retrieve the call. This feature serves as a reminder that the customer is waiting for a response, and the agent should reply as soon as possible.
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Auto Hang Up: (Default: no limit) When the countdown reaches zero, the system will automatically hang up the call. This feature serves as a reminder for the agent to improve efficiency in resolving the issue.
4. Business records
1. Agents can edit business records during the call or after the call.
2. If the administrator has set the call tag in advance, you can quickly select the call tag.
3. You can click the Modify Record button to view the history of the call’s business records.
5. Automatic answer
Menu: Conversation - Voice
After turning on automatic answering, calls will be automatically answered (after the administrator turns on automatic answering for all employees, individual agents cannot turn it off)
6. Schedule Callback
Once enabled by the administrator at the tenant level, the Scheduled Callback feature becomes available to agents.
6.1 Agent Schedules Callback
Agents can create a scheduled callback during or after a call by clicking “+ Create Scheduled Callback” in the right-side module.
After clicking “Create Scheduled Callback,” enter the following information based on the customer’s request:
Scheduled Callback Fields
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Scheduled Time: Agents can set any time within 30 days from the current time.
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Time Zone: The time zone in which the scheduled callback will take place.
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Phone Number: The phone number to be used for the callback.
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Remarks: Additional notes for the scheduled callback.
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Personal Callback: When enabled, the callback will be assigned exclusively to the agent (no agent group required).
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Agent Group: Required when Personal Callback is disabled. The callback will be assigned within the selected agent group.
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Prioritize for me: If checked, the callback will be preferentially assigned to the agent within the group.
6.2 Agent Handles Scheduled Callback
6.2.1 Agent Personal Callback
The system will automatically send the dedicated scheduled callback to the agent X minutes before the scheduled time (according to the administrator’s system settings), as long as the agent is online. The agent can choose to accept or cancel the callback. If the agent takes no action, the system will automatically cancel it after the configured timeout of N minutes, and the callback record will be marked as Canceled.
When the agent clicks Cancel, the system will cancel the scheduled callback and mark its status as Canceled.
When the agent clicks Accept, the system will automatically redirect to the Conversations → Voice Channel workspace for handling the scheduled callback.
On this page, the agent can initiate the outbound call by clicking Start Callback, and the scheduled callback task will be completed. The agent can also click End Callback to finish the call, in which case the callback status will be marked as Canceled.
6.2.2 Agent Group Callback
Scheduled callbacks for agent groups can occur in the following two scenarios:
Priority Assignment Enabled
If an agent is set as a priority assignee, the system will assign the scheduled callback to that agent X minutes before the scheduled time (according to previous settings). If the agent is offline, the callback will be assigned according to the regular group allocation rules.
Unlike dedicated callbacks, the system will wait M minutes (based on administrator settings) for the agent to confirm. If the agent does not click any button or clicks Cancel within M minutes, the system will withdraw the callback and reassign it randomly to another agent in the group whose status is Working – Available, ignoring the priority assignment.
Priority Assignment Disabled
If no priority assignment is set, the system will assign the scheduled callback X minutes before the scheduled time to a random agent in the group whose status is Working – Available. The assigned agent must click Accept or Cancel within M minutes. If the agent does not confirm or cancels within M minutes, the system will withdraw the callback and reassign it to another available agent in the group.
If the callback is not accepted by any agent within N minutes (administrator-defined), the system will automatically cancel the callback and mark it as Expired.
Handling the Callback
Once an agent accepts the scheduled callback, they can choose to:
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Start Callback – initiate the outbound call
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Reassign Callback – assign the callback to another agent (if applicable)
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End Callback – complete or cancel the callback
6.3 Scheduled Callback List
Agents, Supervisors, and Administrators can view scheduled callback information within their team on the Scheduled Callback List.
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Agents and Supervisors can only see callbacks assigned to their own group.
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Administrators can view all scheduled callbacks within the team.
Different roles have different editing permissions:
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Agents can only modify callbacks assigned to themselves.
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Supervisors can modify callbacks within their assigned agent group.
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Administrators have full permissions and can modify all scheduled callback requests in the Pending Assignment status.
The statuses in the Scheduled Callback List are as follows:
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Pending
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Assigned
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Canceled
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Expired
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Completed
Agents, Supervisors, and Administrators can edit callbacks in the Pending Assignment status within their respective permission scope. Editable fields include:
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Scheduled Time
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Phone Number
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Agent Group
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Assigned Agent
They can also directly cancel the callback if needed.
7. Call Records
Menu: Reports - Interactions - Voice
1. Click the call records menu to view the call records.
2. If recording is set, you can view the recording file here.
3. Click the callback button on the right side of the call record to initiate a callback to the number.
4. Click the business record button on the right side of the call record to view and edit the business record of the call.