{"data":{"id":"85703","string_id":"ehVZfK","status":"1","parent_id":"85262","slug":"ehVZfK","order":"1","name":"Agent Operation Manual","type":"1","cover":"","cover_alt":"","desc":null,"website":"","contact":"","seo_title":"","seo_keyword":"","seo_desc":"","author":"Jeffrey","published_time":"1713354718","add_time":"1713233310","update_time":"1758075981","corp_auth_id":"0","verify_code_auth_id":"0","editor_type":"1","tags":[],"parent_name":"NXLINK-AI Call Center","parent_type":"1","parent_slug":"4DT5jj","child":[{"id":"85704","string_id":"Wvusn0","status":"1","parent_id":"85703","slug":"Adjust-brower-permissions","order":"7","name":"Adjust Browser Permissions","type":"2","cover":"","cover_alt":"","desc":null,"website":"","contact":"","seo_title":"","seo_keyword":"","seo_desc":"","share_switch":"0","share_code":"","author":"Jeffrey","published_time":"1713354730","add_time":"1713233334","update_time":"1758076627","corp_auth_id":"0","verify_code_auth_id":"0","editor_type":"3","file_type":"","auth_id":"[\"-1\"]","content":{"content_id":"85704","content":"

\n
To use the call center, you need to enable browser microphone, sound, and notification permissions.<\/span><\/span><\/span><\/span><\/span><\/p>\n<\/blockquote>\n
1. chrome browser<\/span><\/span><\/span><\/span><\/span><\/span><\/h2>\n
Set the microphone, sound, and notification settings to allow.<\/span><\/span><\/span><\/span><\/span><\/p>\n
<\/span><\/span><\/p>\n
<\/div>\n
<\/span><\/span><\/p>\n
2. Edge browser<\/span><\/span><\/span><\/span><\/span><\/h2>\n
You can enter the following command to set automatic playback to \"Allow\". The default is \"Restrict\".<\/span><\/span><\/span><\/span><\/span><\/p>\n
edge:\/\/settings\/content\/mediaAutoplay <\/span><\/span><\/span><\/span><\/p>\n
<\/div>\n
<\/span><\/span><\/span><\/p>\n
<\/p>","pure_content":"To use the call center, you need to enable browser microphone, sound, and notification permissions.\n\n1. chrome browser\nSet the microphone, sound, and notification settings to allow.\n\n\n\n2. Edge browser\nYou can enter the following command to set automatic playback to \"Allow\". The default is \"Restrict\".\nedge:\/\/settings\/content\/mediaAutoplay \n\n\n\u00a0","is_draft":"0","editor_type":"3","file_path":"","add_time":"1713233334","update_time":"1724636032"},"pure_content":"To use the call center, you need to enable browser microphone, sound, and notification permissions.\n\n1. chrome browser\nSet the microphone, sound, and notification settings to allow.\n\n\n\n2. Edge browse"},{"id":"85705","string_id":"MpAF1C","status":"1","parent_id":"85703","slug":"Status-switching","order":"6","name":"Status Switching","type":"2","cover":"","cover_alt":"","desc":null,"website":"","contact":"","seo_title":"","seo_keyword":"","seo_desc":"","share_switch":"0","share_code":"","author":"Jeffrey","published_time":"1713354731","add_time":"1713233505","update_time":"1758076631","corp_auth_id":"0","verify_code_auth_id":"0","editor_type":"3","file_type":"","auth_id":"[\"-1\"]","content":{"content_id":"85705","content":"
\n
After logging in, you can make outgoing calls. Switch the status to work-idle and you can answer incoming calls.<\/span><\/span><\/span><\/span><\/span><\/p>\n<\/blockquote>\n
1. Status list<\/span><\/span><\/span><\/span><\/span><\/h2>\n<\/colgroup>\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n
Status category<\/strong><\/td>\n Status<\/strong><\/td>\n \n
Description<\/span><\/strong><\/p>\n<\/td>\n<\/tr>\n
Online-Work<\/td>\n \n
\n
Work-Idel<\/span><\/p>\n<\/article>\n<\/td>\n
\n
\n
Indicates that the agent is currently available, can make outbound calls, and can be assigned incoming calls.<\/p>\n<\/article>\n<\/td>\n<\/tr>\n
\n
\n
Work-busy\uff08Include sys set\uff09<\/span><\/p>\n<\/article>\n<\/td>\n
\n
\n
Means busy now\uff0cwill not assign the inbound call, can make outbound call\uff08If an agent rings continuously for 60s and do not answer a call, the system will automatically set the agent busy\uff09<\/span><\/p>\n<\/article>\n<\/td>\n<\/tr>\n
\n
\n
Online-Rest<\/p>\n
(1) When you leave the system to enter a meeting or other work, recommens to select the rest-meeting state;(2) The rest state lasts for up to four hours, and it will automatically switch offline after four hours<\/p>\n<\/article>\n
<\/p>\n
<\/p>\n<\/td>\n
\n
\n
Rest-Meeting<\/span><\/p>\n<\/article>\n<\/td>\n
\n
\n
\n
In the resting state, can make an outbound but will not assign the inbound call<\/span><\/p>\n<\/article>\n<\/article>\n<\/td>\n<\/tr>\n
\n
\n
Rest-Sleping<\/span><\/p>\n<\/article>\n<\/td>\n
\n
\n
\n
In the resting state, can make an outbound but will not assign the inbound call<\/span><\/p>\n<\/article>\n<\/article>\n<\/td>\n<\/tr>\n
\n
\n
Rest-Eating<\/span><\/p>\n<\/article>\n<\/td>\n
\n
\n
\n
In the resting state, can make an outbound but will not assign the inbound call<\/span><\/p>\n<\/article>\n<\/article>\n<\/td>\n<\/tr>\n
\n
\n
Rest-Toilet<\/span><\/p>\n<\/article>\n<\/td>\n
\n
\n
\n
In the resting state, can make an outbound but will not assign the inbound call<\/span><\/p>\n<\/article>\n<\/article>\n<\/td>\n<\/tr>\n
\n
\n
Rest-Else<\/span><\/p>\n<\/article>\n<\/td>\n
\n
\n
In the resting state, can make an outbound but will not assign the inbound call<\/span><\/p>\n<\/article>\n<\/td>\n<\/tr>\n
\n
System status\uff08system auto adjusts\uff09<\/span><\/p>\n<\/td>\n
\n
Ringing<\/span><\/p>\n<\/td>\n
\n
Agent is ringing,system adjusts the status and does not assign the call to this agent<\/span><\/p>\n<\/td>\n<\/tr>\n
\n
On a call<\/span><\/p>\n<\/td>\n
\n
Agent is on a call now,system adjusts the status and does not assign the call to this agent<\/span><\/p>\n<\/td>\n<\/tr>\n
\n
ACW<\/span><\/p>\n<\/td>\n
\n
If enable ACW\uff0cAfter the call ends\uff0c auto ACW<\/span><\/p>\n<\/td>\n<\/tr>\n
\n
Network Interruption<\/span><\/p>\n<\/td>\n
\n
System Network Interruption<\/p>\n<\/td>\n<\/tr>\n
\n
Offline<\/span><\/p>\n<\/td>\n
\n
Offline<\/span><\/p>\n<\/td>\n
\n
Agent is offline or rest for more than 4 hours<\/p>\n<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n
2. Status switching<\/span><\/span><\/span><\/span><\/span><\/h2>\n
<\/p>\n
<\/p>\n
<\/span><\/span><\/p>\n
Click the icon to switch status<\/span><\/span><\/div>\n
<\/span><\/span><\/p>\n
<\/p>\n
<\/p>","pure_content":"After logging in, you can make outgoing calls. Switch the status to work-idle and you can answer incoming calls.\n\n1. Status list\n\n\n\n Status category\n Status\n Description\n\n\n Online-Work\n Work-Idel\n Indicates that the agent is currently available, can make outbound calls, and can be assigned incoming calls.\n\n\n Work-busy\uff08Include sys set\uff09\n Means busy now\uff0cwill not assign the inbound call, can make outbound call\uff08If an agent rings continuously for 60s and do not answer a call, the system will automatically set the agent busy\uff09\n\n\n Online-Rest\n(1) When you leave the system to enter a meeting or other work, recommens to select the rest-meeting state;(2) The rest state lasts for up to four hours, and it will automatically switch offline after four hours\n\n\u00a0\n\u00a0\n Rest-Meeting\n In the resting state, can make an outbound but will not assign the inbound call\n\n\n Rest-Sleping\n In the resting state, can make an outbound but will not assign the inbound call\n\n\n Rest-Eating\n In the resting state, can make an outbound but will not assign the inbound call\n\n\n Rest-Toilet\n In the resting state, can make an outbound but will not assign the inbound call\n\n\n Rest-Else\n In the resting state, can make an outbound but will not assign the inbound call\n\n\n System status\uff08system auto adjusts\uff09\n Ringing\n Agent is ringing,system adjusts the status and does not assign the call to this agent\n\n\n On a call\n Agent is on a call now,system adjusts the status and does not assign the call to this agent\n\n\n ACW\n If enable ACW\uff0cAfter the call ends\uff0c auto ACW\n\n\n Network Interruption\n System Network Interruption\n\n\n Offline\n Offline\n Agent is offline or rest for more than 4 hours\n\n\n\n2. Status switching\n\n\u00a0\n\nClick the icon to switch status","is_draft":"0","editor_type":"3","file_path":"","add_time":"1713233505","update_time":"1749117790"},"pure_content":"After logging in, you can make outgoing calls. Switch the status to work-idle and you can answer incoming calls.\n\n1. Status list\n\n\n\n Status category\n Status\n Description\n\n\n Online-Work\n Work-Idel\n In"},{"id":"85706","string_id":"dFa2t5","status":"1","parent_id":"85703","slug":"Voice-calls","order":"5","name":"Voice Calls","type":"2","cover":"","cover_alt":"","desc":null,"website":"","contact":"","seo_title":"","seo_keyword":"","seo_desc":"","share_switch":"0","share_code":"","author":"Jeffrey","published_time":"1713354734","add_time":"1713233554","update_time":"1759147474","corp_auth_id":"0","verify_code_auth_id":"0","editor_type":"3","file_type":"","auth_id":"[\"-1\"]","content":{"content_id":"85706","content":"
\n
After logging in, you can make outgoing calls. Switch the status to work-idle and you can answer incoming calls.<\/span><\/span><\/span><\/span><\/span><\/p>\n<\/blockquote>\n
1. Answer the call<\/span><\/span><\/span><\/span><\/span><\/h2>\n
<\/span><\/span><\/p>\n
<\/div>\n
<\/span><\/span><\/p>\n
1. When there is a new call, an incoming call pop-up screen will pop up on the right side of the system.<\/span><\/span><\/span><\/span><\/span><\/p>\n
2. Click the green phone icon to answer the call.<\/span><\/span><\/span><\/span><\/span><\/p>\n
3. Click the red phone icon to reject the call.<\/span><\/span><\/span><\/span><\/span><\/p>\n
2. Outgoing calls<\/span><\/span><\/span><\/span><\/span><\/h2>\n
<\/span><\/span><\/p>\n
<\/span><\/span><\/p>\n
<\/p>\n
1. Open the dial pad.<\/span><\/span><\/span><\/span><\/span><\/p>\n
2. Select the number used for outgoing calls. The default international random number is used.<\/span><\/span><\/span><\/span><\/span><\/p>\n
3. Enter the number you want to call.<\/span><\/span><\/span><\/span><\/span><\/p>\n
4. Click the outbound call button to make an outbound call.<\/span><\/span><\/span><\/span><\/span><\/p>\n
<\/p>\n
3. Call Operation<\/span><\/span><\/span><\/span><\/span><\/h2>\n
During a call, if telephone operations are needed, you can click specific functions on the dial pad:<\/strong><\/p>\n
\n
\n
Hold:<\/strong> 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.<\/p>\n<\/li>\n
\n
Transfer:<\/strong> Supports transferring the call to another agent group.<\/p>\n<\/li>\n
\n
Dial Pad:<\/strong> When making an outbound call, the dial pad can be used to dial an extension number.<\/p>\n<\/li>\n
\n
Hang Up:<\/strong> Ends the call.<\/p>\n<\/li>\n
\n
Auto Retrieve:<\/strong> (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.<\/p>\n<\/li>\n
\n
Auto Hang Up:<\/strong> (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.<\/p>\n<\/li>\n<\/ul>\n
<\/p>\n
4. Business records<\/span><\/span><\/span><\/span><\/span><\/h2>\n
<\/p>\n
<\/span><\/span><\/p>\n
<\/span><\/span><\/p>\n
<\/p>\n
1. Agents can edit business records during the call or after the call.<\/span><\/span><\/span><\/span><\/span><\/p>\n
2. If the administrator has set the call tag in advance, you can quickly select the call tag.<\/span><\/span><\/span><\/span><\/span><\/p>\n
3. You can click the Modify Record button to view the history of the call’s business records.<\/span><\/span><\/span><\/span><\/span><\/p>\n
5. Automatic answer<\/span><\/span><\/span><\/span><\/span><\/h2>\n
<\/span><\/span><\/p>\n
<\/div>\n
<\/span><\/span><\/p>\n
<\/p>\n
Menu: Conversation - Voice<\/span><\/span><\/span><\/span><\/span><\/p>\n
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)<\/span><\/span><\/span><\/span><\/span><\/p>\n
6. Schedule Callback<\/span><\/span><\/span><\/span><\/span><\/h2>\n
Once enabled by the administrator at the tenant level, the Scheduled Callback feature becomes available to agents.<\/p>\n
6.1 Agent Schedules Callback<\/strong><\/h3>\n
Agents can create a scheduled callback during or after a call by clicking “+ Create Scheduled Callback” in the right-side module.<\/p>\n
<\/strong><\/p>\n
After clicking “Create Scheduled Callback,” enter the following information based on the customer’s request:<\/p>\n
<\/p>\n
<\/p>\n
Scheduled Callback Fields<\/strong><\/p>\n
\n
\n
Scheduled Time<\/strong><\/span>: Agents can set any time within 30 days from the current time.<\/p>\n<\/li>\n
\n
Time Zone<\/strong><\/span>: The time zone in which the scheduled callback will take place.<\/p>\n<\/li>\n
\n
Phone Number<\/strong><\/span>: The phone number to be used for the callback.<\/p>\n<\/li>\n
\n
Remarks<\/strong><\/span>: Additional notes for the scheduled callback.<\/p>\n<\/li>\n
\n
Personal Callback<\/strong><\/span>: When enabled, the callback will be assigned exclusively to the agent (no agent group required).<\/p>\n<\/li>\n
\n
Agent Group<\/strong><\/span>: Required when Personal Callback<\/em> is disabled. The callback will be assigned within the selected agent group.<\/p>\n<\/li>\n
\n
Prioritize for me<\/strong><\/span>: If checked, the callback will be preferentially assigned to the agent within the group.<\/p>\n<\/li>\n<\/ul>\n
6.2 Agent Handles Scheduled Callback<\/strong><\/h3>\n
6.2.1 Agent Personal Callback<\/h4>\n
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.<\/p>\n
<\/p>\n
When the agent clicks Cancel, the system will cancel the scheduled callback and mark its status as Canceled.<\/p>\n
When the agent clicks Accept, the system will automatically redirect to the Conversations → Voice Channel workspace for handling the scheduled callback.<\/p>\n
<\/p>\n
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.<\/p>\n
6.2.2 Agent Group Callback<\/h4>\n
Scheduled callbacks for agent groups can occur in the following two scenarios:<\/p>\n
<\/p>\n
<\/p>\n
Priority Assignment Enabled<\/strong><\/p>\n
If an agent is set as a priority assignee<\/strong><\/span>, the system will assign the scheduled callback to that agent X<\/em> 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.<\/p>\n
Unlike dedicated callbacks, the system will wait M<\/em> minutes (based on administrator settings) for the agent to confirm. If the agent does not click any button or clicks Cancel<\/em> within M<\/em> minutes, the system will withdraw the callback and reassign it randomly to another agent in the group whose status is Working – Available<\/strong><\/span>, ignoring the priority assignment.<\/p>\n
Priority Assignment Disabled<\/strong><\/p>\n
If no priority assignment is set, the system will assign the scheduled callback X<\/em> minutes before the scheduled time to a random agent in the group whose status is Working – Available<\/strong><\/span>. The assigned agent must click Accept<\/em> or Cancel<\/em> within M<\/em> minutes. If the agent does not confirm or cancels within M<\/em> minutes, the system will withdraw the callback and reassign it to another available agent in the group.<\/p>\n
If the callback is not accepted by any agent within N<\/em> minutes (administrator-defined), the system will automatically cancel the callback and mark it as Expired<\/strong><\/span>.<\/p>\n
<\/span><\/span><\/span><\/span><\/span><\/p>\n
<\/p>\n
Handling the Callback<\/strong><\/p>\n
Once an agent accepts the scheduled callback, they can choose to:<\/p>\n
\n
\n
Start Callback<\/strong><\/span> – initiate the outbound call<\/p>\n<\/li>\n
\n
Reassign Callback<\/strong><\/span> – assign the callback to another agent (if applicable)<\/p>\n<\/li>\n
\n
End Callback<\/strong><\/span> – complete or cancel the callback<\/p>\n<\/li>\n<\/ul>\n
6.3 Scheduled Callback List<\/strong><\/h3>\n
Agents, Supervisors, and Administrators<\/strong><\/span> can view scheduled callback information within their team on the Scheduled Callback List<\/strong><\/span>.<\/p>\n
\n
\n
Agents<\/strong><\/span> and Supervisors<\/strong><\/span> can only see callbacks assigned to their own group.<\/p>\n<\/li>\n
\n
Administrators<\/strong><\/span> can view all scheduled callbacks within the team.<\/p>\n<\/li>\n<\/ul>\n
Different roles have different editing permissions:<\/p>\n
\n
\n
Agents<\/strong><\/span> can only modify callbacks assigned to themselves.<\/p>\n<\/li>\n
\n
Supervisors<\/strong><\/span> can modify callbacks within their assigned agent group.<\/p>\n<\/li>\n
\n
Administrators<\/strong><\/span> have full permissions and can modify all scheduled callback requests in the Pending Assignment<\/strong><\/span> status.<\/p>\n<\/li>\n<\/ul>\n
<\/strong><\/p>\n
The statuses in the Scheduled Callback List<\/strong><\/span> are as follows:<\/p>\n
\n
\n
Pending <\/p>\n<\/li>\n
\n
Assigned<\/p>\n<\/li>\n
\n
Canceled<\/p>\n<\/li>\n
\n
Expired<\/p>\n<\/li>\n
\n
Completed<\/p>\n<\/li>\n<\/ul>\n
Agents, Supervisors, and Administrators can edit callbacks in the Pending Assignment status<\/strong><\/span> within their respective permission scope. Editable fields include:<\/p>\n
\n
\n
Scheduled Time<\/p>\n<\/li>\n
\n
Phone Number<\/p>\n<\/li>\n
\n
Agent Group<\/p>\n<\/li>\n
\n
Assigned Agent<\/p>\n<\/li>\n<\/ul>\n
They can also directly cancel the callback<\/strong><\/span> if needed.<\/p>\n
7. Call Records<\/span><\/span><\/span><\/span><\/span><\/h2>\n
<\/span><\/span><\/p>\n
<\/div>\n
<\/span><\/span><\/p>\n
Menu: Reports - Interactions - Voice<\/span><\/span><\/span><\/span><\/span><\/p>\n
1. Click the call records menu to view the call records.<\/span><\/span><\/span><\/span><\/span><\/p>\n
2. If recording is set, you can view the recording file here.<\/span><\/span><\/span><\/span><\/span><\/p>\n
3. Click the callback button on the right side of the call record to initiate a callback to the number.<\/span><\/span><\/span><\/span><\/span><\/p>\n
4. Click the business record button on the right side of the call record to view and edit the business record of the call.<\/span><\/span><\/span><\/span><\/span><\/p>","pure_content":"After logging in, you can make outgoing calls. Switch the status to work-idle and you can answer incoming calls.\n\n1. Answer the call\n\n\n\n1. When there is a new call, an incoming call pop-up screen will pop up on the right side of the system.\n2. Click the green phone icon to answer the call.\n3. Click the red phone icon to reject the call.\n2. Outgoing calls\n\n\n\n1. Open the dial pad.\n2. Select the number used for outgoing calls. The default international random number is used.\n3. Enter the number you want to call.\n4. Click the outbound call button to make an outbound call.\n\u00a0\n3. Call Operation\nDuring a call, if telephone operations are needed, you can click specific functions on the dial pad:\n\n\nHold: The call is placed on hold. The user will hear music but not the agent\u2019s voice, while the agent can make internal inquiries regarding the issue.\n\n\nTransfer: Supports transferring the call to another agent group.\n\n\nDial Pad: When making an outbound call, the dial pad can be used to dial an extension number.\n\n\nHang Up: Ends the call.\n\n\nAuto 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.\n\n\nAuto 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.\n\n\n\u00a0\n\u00a04. Business records\n\n\n\n\u00a0\n1. Agents can edit business records during the call or after the call.\n2. If the administrator has set the call tag in advance, you can quickly select the call tag.\n3. You can click the Modify Record button to view the history of the call\u2019s business records.\n5. Automatic answer\n\n\n\n\u00a0\nMenu: Conversation - Voice\nAfter 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)\n6. Schedule Callback\nOnce enabled by the administrator at the tenant level, the Scheduled Callback feature becomes available to agents.\n6.1 Agent Schedules Callback\nAgents can create a scheduled callback during or after a call by clicking \u201c+ Create Scheduled Callback\u201d in the right-side module.\n\nAfter clicking \u201cCreate Scheduled Callback,\u201d enter the following information based on the customer\u2019s request:\n\n\u00a0\nScheduled Callback Fields\n\n\nScheduled Time: Agents can set any time within 30 days from the current time.\n\n\nTime Zone: The time zone in which the scheduled callback will take place.\n\n\nPhone Number: The phone number to be used for the callback.\n\n\nRemarks: Additional notes for the scheduled callback.\n\n\nPersonal Callback: When enabled, the callback will be assigned exclusively to the agent (no agent group required).\n\n\nAgent Group: Required when Personal Callback is disabled. The callback will be assigned within the selected agent group.\n\n\nPrioritize for me: If checked, the callback will be preferentially assigned to the agent within the group.\n\n\n6.2 Agent Handles Scheduled Callback\n6.2.1 Agent Personal Callback\nThe system will automatically send the dedicated scheduled callback to the agent X minutes before the scheduled time (according to the administrator\u2019s 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.\n\nWhen the agent clicks Cancel, the system will cancel the scheduled callback and mark its status as Canceled.\nWhen the agent clicks Accept, the system will automatically redirect to the Conversations \u2192 Voice Channel workspace for handling the scheduled callback.\n\nOn 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.\n6.2.2 Agent Group Callback\nScheduled callbacks for agent groups can occur in the following two scenarios:\n\n\u00a0\nPriority Assignment Enabled\nIf 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.\nUnlike 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 \u2013 Available, ignoring the priority assignment.\nPriority Assignment Disabled\nIf 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 \u2013 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.\nIf 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.\n\n\u00a0\nHandling the Callback\nOnce an agent accepts the scheduled callback, they can choose to:\n\n\nStart Callback \u2013 initiate the outbound call\n\n\nReassign Callback \u2013 assign the callback to another agent (if applicable)\n\n\nEnd Callback \u2013 complete or cancel the callback\n\n\n6.3 Scheduled Callback List\nAgents, Supervisors, and Administrators can view scheduled callback information within their team on the Scheduled Callback List.\n\n\nAgents and Supervisors can only see callbacks assigned to their own group.\n\n\nAdministrators can view all scheduled callbacks within the team.\n\n\nDifferent roles have different editing permissions:\n\n\nAgents can only modify callbacks assigned to themselves.\n\n\nSupervisors can modify callbacks within their assigned agent group.\n\n\nAdministrators have full permissions and can modify all scheduled callback requests in the Pending Assignment status.\n\n\n\nThe statuses in the Scheduled Callback List are as follows:\n\n\nPending\u00a0\n\n\nAssigned\n\n\nCanceled\n\n\nExpired\n\n\nCompleted\n\n\nAgents, Supervisors, and Administrators can edit callbacks in the Pending Assignment status within their respective permission scope. Editable fields include:\n\n\nScheduled Time\n\n\nPhone Number\n\n\nAgent Group\n\n\nAssigned Agent\n\n\nThey can also directly cancel the callback if needed.\n7. Call Records\n\n\n\nMenu: Reports - Interactions - Voice\n1. Click the call records menu to view the call records.\n2. If recording is set, you can view the recording file here.\n3. Click the callback button on the right side of the call record to initiate a callback to the number.\n4. Click the business record button on the right side of the call record to view and edit the business record of the call.","is_draft":"0","editor_type":"3","file_path":"","add_time":"1713233554","update_time":"1759147474"},"pure_content":"After logging in, you can make outgoing calls. Switch the status to work-idle and you can answer incoming calls.\n\n1. Answer the call\n\n\n\n1. When there is a new call, an incoming call pop-up screen wil"},{"id":"85707","string_id":"RUGOJi","status":"1","parent_id":"85703","slug":"Sending-a-text-message","order":"4","name":"Sending a Text Message","type":"2","cover":"","cover_alt":"","desc":null,"website":"","contact":"","seo_title":"","seo_keyword":"","seo_desc":"","share_switch":"0","share_code":"","author":"Jeffrey","published_time":"1713354738","add_time":"1713233575","update_time":"1758076650","corp_auth_id":"0","verify_code_auth_id":"0","editor_type":"3","file_type":"","auth_id":"[\"-1\"]","content":{"content_id":"85707","content":"
\n
Agents can send SMS content set by the administrator in advance to users.<\/span><\/span><\/span><\/span><\/span><\/p>\n<\/blockquote>\n
1. Agent-Voice-Send SMS manually<\/span><\/span><\/span><\/span><\/span><\/h2>\n
Menu: Conversations - Voice.<\/span><\/span><\/span><\/span><\/span><\/p>\n
Steps: 1. Click on the call bar SMS or the recent call SMS.<\/span><\/span><\/span><\/span><\/span><\/p>\n
2. Enter the SMS number to be sent.<\/span><\/span><\/span><\/span><\/span><\/p>\n
3. Select the text message template you want to send.<\/span><\/span><\/span><\/span><\/span><\/p>\n
4. Click OK to send.<\/span><\/span><\/span><\/span><\/span><\/p>\n
<\/div>\n
2. Agent-Call Records-Send text messages manually<\/span><\/span><\/span><\/span><\/span><\/h2>\n
Menu: Reports - Interactions - Voice<\/span><\/span><\/span><\/span><\/span><\/p>\n
Steps: 1. Click to send text message.<\/span><\/span><\/span><\/span><\/span><\/p>\n
2. Select a text message template.<\/span><\/span><\/span><\/span><\/span><\/p>\n
3. Click OK to send.<\/span><\/span><\/span><\/span><\/span><\/p>\n
<\/p>","pure_content":"Agents can send SMS content set by the administrator in advance to users.\n\n1. Agent-Voice-Send SMS manually\nMenu: Conversations - Voice.\nSteps: 1. Click on the call bar SMS or the recent call SMS.\n2. Enter the SMS number to be sent.\n3. Select the text message template you want to send.\n4. Click OK to send.\n\n2. Agent-Call Records-Send text messages manually\nMenu: Reports - Interactions - Voice\nSteps: 1. Click to send text message.\n2. Select a text message template.\n3. Click OK to send.","is_draft":"0","editor_type":"3","file_path":"","add_time":"1713233575","update_time":"1749117790"},"pure_content":"Agents can send SMS content set by the administrator in advance to users.\n\n1. Agent-Voice-Send SMS manually\nMenu: Conversations - Voice.\nSteps: 1. Click on the call bar SMS or the recent call SMS.\n2."},{"id":"85708","string_id":"tSRNEx","status":"1","parent_id":"85703","slug":"Ticket-processing","order":"3","name":"Ticket Processing","type":"2","cover":"","cover_alt":"","desc":null,"website":"","contact":"","seo_title":"","seo_keyword":"","seo_desc":"","share_switch":"0","share_code":"","author":"Jeffrey","published_time":"1713354740","add_time":"1713233608","update_time":"1758076984","corp_auth_id":"0","verify_code_auth_id":"0","editor_type":"3","file_type":"","auth_id":"[\"-1\"]","content":{"content_id":"85708","content":"
1. Create a ticket<\/span><\/span><\/h2>\n
<\/p>\n
(1) Agents can create tickets based on business needs in the workbench, <\/span><\/span>enter the title, description, select the problem type, priority, handler, etc. There are three types of handlers<\/span><\/span><\/span><\/p>\n
\n
Assign to Member: The ticket can be assigned to a specific member. The ticket will appear in the member’s My Tickets.<\/span><\/span><\/span><\/li>\n
Assign to Agent Group: The ticket can be assigned to a specific agent group. The ticket will appear in Unassigned within Group.<\/span><\/span><\/span><\/li>\n<\/ul>\n
2. Process tickets<\/span><\/span><\/span><\/h2>\n
<\/p>\n
(1) Agent group managers can reassign tickets and specify the handling agent.<\/span><\/span><\/span><\/p>\n
<\/p>\n
(2) After processing the ticket, you can select the ticket processing result<\/span><\/span><\/span><\/p>","pure_content":"1. Create a ticket\n\n(1) Agents can create tickets based on business needs in the workbench, enter the title, description, select the problem type, priority, handler, etc. There are three types of handlers\n\nAssign to Member: The ticket can be assigned to a specific member. The ticket will appear in the member\u2019s My Tickets.\nAssign to Agent Group: The ticket can be assigned to a specific agent group. The ticket will appear in Unassigned within Group.\n\n2. Process tickets\n\n(1) Agent group managers can reassign tickets and specify the handling agent.\n\n(2) After processing the ticket, you can select the ticket processing result","is_draft":"0","editor_type":"3","file_path":"","add_time":"1713233608","update_time":"1758016756"},"pure_content":"1. Create a ticket\n\n(1) Agents can create tickets based on business needs in the workbench, enter the title, description, select the problem type, priority, handler, etc. There are three types of hand"}],"content":{"icon":"","desc":"","content_id":"85703","add_time":"1713233310","update_time":"1713354718","content":"","is_traffic_less":"0","file_type":""},"hot_list":[],"user_read_num":"0","is_auth":"0"},"msg":"Success","code":200}

Status category<\/strong><\/td>\n	Status<\/strong><\/td>\n	\n Description<\/span><\/strong><\/p>\n<\/td>\n<\/tr>\n
Online-Work<\/td>\n	\n \n Work-Idel<\/span><\/p>\n<\/article>\n<\/td>\n	\n \n Indicates that the agent is currently available, can make outbound calls, and can be assigned incoming calls.<\/p>\n<\/article>\n<\/td>\n<\/tr>\n
\n \n Work-busy\uff08Include sys set\uff09<\/span><\/p>\n<\/article>\n<\/td>\n	\n \n Means busy now\uff0cwill not assign the inbound call, can make outbound call\uff08If an agent rings continuously for 60s and do not answer a call, the system will automatically set the agent busy\uff09<\/span><\/p>\n<\/article>\n<\/td>\n<\/tr>\n
\n \n Online-Rest<\/p>\n (1) When you leave the system to enter a meeting or other work, recommens to select the rest-meeting state;(2) The rest state lasts for up to four hours, and it will automatically switch offline after four hours<\/p>\n<\/article>\n <\/p>\n <\/p>\n<\/td>\n	\n \n Rest-Meeting<\/span><\/p>\n<\/article>\n<\/td>\n	\n \n \n In the resting state, can make an outbound but will not assign the inbound call<\/span><\/p>\n<\/article>\n<\/article>\n<\/td>\n<\/tr>\n
\n \n Rest-Sleping<\/span><\/p>\n<\/article>\n<\/td>\n	\n \n \n In the resting state, can make an outbound but will not assign the inbound call<\/span><\/p>\n<\/article>\n<\/article>\n<\/td>\n<\/tr>\n
\n \n Rest-Eating<\/span><\/p>\n<\/article>\n<\/td>\n	\n \n \n In the resting state, can make an outbound but will not assign the inbound call<\/span><\/p>\n<\/article>\n<\/article>\n<\/td>\n<\/tr>\n
\n \n Rest-Toilet<\/span><\/p>\n<\/article>\n<\/td>\n	\n \n \n In the resting state, can make an outbound but will not assign the inbound call<\/span><\/p>\n<\/article>\n<\/article>\n<\/td>\n<\/tr>\n
\n \n Rest-Else<\/span><\/p>\n<\/article>\n<\/td>\n	\n \n In the resting state, can make an outbound but will not assign the inbound call<\/span><\/p>\n<\/article>\n<\/td>\n<\/tr>\n
\n System status\uff08system auto adjusts\uff09<\/span><\/p>\n<\/td>\n	\n Ringing<\/span><\/p>\n<\/td>\n	\n Agent is ringing,system adjusts the status and does not assign the call to this agent<\/span><\/p>\n<\/td>\n<\/tr>\n
\n On a call<\/span><\/p>\n<\/td>\n	\n Agent is on a call now,system adjusts the status and does not assign the call to this agent<\/span><\/p>\n<\/td>\n<\/tr>\n
\n ACW<\/span><\/p>\n<\/td>\n	\n If enable ACW\uff0cAfter the call ends\uff0c auto ACW<\/span><\/p>\n<\/td>\n<\/tr>\n
\n Network Interruption<\/span><\/p>\n<\/td>\n	\n System Network Interruption<\/p>\n<\/td>\n<\/tr>\n
\n Offline<\/span><\/p>\n<\/td>\n	\n Offline<\/span><\/p>\n<\/td>\n	\n Agent is offline or rest for more than 4 hours<\/p>\n<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n 2. Status switching<\/span><\/span><\/span><\/span><\/span><\/h2>\n <\/p>\n <\/p>\n <\/span><\/span><\/p>\n Click the icon to switch status<\/span><\/span><\/div>\n <\/span><\/span><\/p>\n <\/p>\n <\/p>","pure_content":"After logging in, you can make outgoing calls. Switch the status to work-idle and you can answer incoming calls.\n\n1. Status list\n\n\n\n Status category\n Status\n Description\n\n\n Online-Work\n Work-Idel\n Indicates that the agent is currently available, can make outbound calls, and can be assigned incoming calls.\n\n\n Work-busy\uff08Include sys set\uff09\n Means busy now\uff0cwill not assign the inbound call, can make outbound call\uff08If an agent rings continuously for 60s and do not answer a call, the system will automatically set the agent busy\uff09\n\n\n Online-Rest\n(1) When you leave the system to enter a meeting or other work, recommens to select the rest-meeting state;(2) The rest state lasts for up to four hours, and it will automatically switch offline after four hours\n\n\u00a0\n\u00a0\n Rest-Meeting\n In the resting state, can make an outbound but will not assign the inbound call\n\n\n Rest-Sleping\n In the resting state, can make an outbound but will not assign the inbound call\n\n\n Rest-Eating\n In the resting state, can make an outbound but will not assign the inbound call\n\n\n Rest-Toilet\n In the resting state, can make an outbound but will not assign the inbound call\n\n\n Rest-Else\n In the resting state, can make an outbound but will not assign the inbound call\n\n\n System status\uff08system auto adjusts\uff09\n Ringing\n Agent is ringing,system adjusts the status and does not assign the call to this agent\n\n\n On a call\n Agent is on a call now,system adjusts the status and does not assign the call to this agent\n\n\n ACW\n If enable ACW\uff0cAfter the call ends\uff0c auto ACW\n\n\n Network Interruption\n System Network Interruption\n\n\n Offline\n Offline\n Agent is offline or rest for more than 4 hours\n\n\n\n2. Status switching\n\n\u00a0\n\nClick the icon to switch status","is_draft":"0","editor_type":"3","file_path":"","add_time":"1713233505","update_time":"1749117790"},"pure_content":"After logging in, you can make outgoing calls. Switch the status to work-idle and you can answer incoming calls.\n\n1. Status list\n\n\n\n Status category\n Status\n Description\n\n\n Online-Work\n Work-Idel\n In"},{"id":"85706","string_id":"dFa2t5","status":"1","parent_id":"85703","slug":"Voice-calls","order":"5","name":"Voice Calls","type":"2","cover":"","cover_alt":"","desc":null,"website":"","contact":"","seo_title":"","seo_keyword":"","seo_desc":"","share_switch":"0","share_code":"","author":"Jeffrey","published_time":"1713354734","add_time":"1713233554","update_time":"1759147474","corp_auth_id":"0","verify_code_auth_id":"0","editor_type":"3","file_type":"","auth_id":"[\"-1\"]","content":{"content_id":"85706","content":" \n After logging in, you can make outgoing calls. Switch the status to work-idle and you can answer incoming calls.<\/span><\/span><\/span><\/span><\/span><\/p>\n<\/blockquote>\n 1. Answer the call<\/span><\/span><\/span><\/span><\/span><\/h2>\n <\/span><\/span><\/p>\n <\/div>\n <\/span><\/span><\/p>\n 1. When there is a new call, an incoming call pop-up screen will pop up on the right side of the system.<\/span><\/span><\/span><\/span><\/span><\/p>\n 2. Click the green phone icon to answer the call.<\/span><\/span><\/span><\/span><\/span><\/p>\n 3. Click the red phone icon to reject the call.<\/span><\/span><\/span><\/span><\/span><\/p>\n 2. Outgoing calls<\/span><\/span><\/span><\/span><\/span><\/h2>\n <\/span><\/span><\/p>\n <\/span><\/span><\/p>\n <\/p>\n 1. Open the dial pad.<\/span><\/span><\/span><\/span><\/span><\/p>\n 2. Select the number used for outgoing calls. The default international random number is used.<\/span><\/span><\/span><\/span><\/span><\/p>\n 3. Enter the number you want to call.<\/span><\/span><\/span><\/span><\/span><\/p>\n 4. Click the outbound call button to make an outbound call.<\/span><\/span><\/span><\/span><\/span><\/p>\n <\/p>\n 3. Call Operation<\/span><\/span><\/span><\/span><\/span><\/h2>\n During a call, if telephone operations are needed, you can click specific functions on the dial pad:<\/strong><\/p>\n \n \n Hold:<\/strong> 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.<\/p>\n<\/li>\n \n Transfer:<\/strong> Supports transferring the call to another agent group.<\/p>\n<\/li>\n \n Dial Pad:<\/strong> When making an outbound call, the dial pad can be used to dial an extension number.<\/p>\n<\/li>\n \n Hang Up:<\/strong> Ends the call.<\/p>\n<\/li>\n \n Auto Retrieve:<\/strong> (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.<\/p>\n<\/li>\n \n Auto Hang Up:<\/strong> (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.<\/p>\n<\/li>\n<\/ul>\n <\/p>\n 4. Business records<\/span><\/span><\/span><\/span><\/span><\/h2>\n <\/p>\n <\/span><\/span><\/p>\n <\/span><\/span><\/p>\n <\/p>\n 1. Agents can edit business records during the call or after the call.<\/span><\/span><\/span><\/span><\/span><\/p>\n 2. If the administrator has set the call tag in advance, you can quickly select the call tag.<\/span><\/span><\/span><\/span><\/span><\/p>\n 3. You can click the Modify Record button to view the history of the call’s business records.<\/span><\/span><\/span><\/span><\/span><\/p>\n 5. Automatic answer<\/span><\/span><\/span><\/span><\/span><\/h2>\n <\/span><\/span><\/p>\n <\/div>\n <\/span><\/span><\/p>\n <\/p>\n Menu: Conversation - Voice<\/span><\/span><\/span><\/span><\/span><\/p>\n 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)<\/span><\/span><\/span><\/span><\/span><\/p>\n 6. Schedule Callback<\/span><\/span><\/span><\/span><\/span><\/h2>\n Once enabled by the administrator at the tenant level, the Scheduled Callback feature becomes available to agents.<\/p>\n 6.1 Agent Schedules Callback<\/strong><\/h3>\n Agents can create a scheduled callback during or after a call by clicking “+ Create Scheduled Callback” in the right-side module.<\/p>\n <\/strong><\/p>\n After clicking “Create Scheduled Callback,” enter the following information based on the customer’s request:<\/p>\n <\/p>\n <\/p>\n Scheduled Callback Fields<\/strong><\/p>\n \n \n Scheduled Time<\/strong><\/span>: Agents can set any time within 30 days from the current time.<\/p>\n<\/li>\n \n Time Zone<\/strong><\/span>: The time zone in which the scheduled callback will take place.<\/p>\n<\/li>\n \n Phone Number<\/strong><\/span>: The phone number to be used for the callback.<\/p>\n<\/li>\n \n Remarks<\/strong><\/span>: Additional notes for the scheduled callback.<\/p>\n<\/li>\n \n Personal Callback<\/strong><\/span>: When enabled, the callback will be assigned exclusively to the agent (no agent group required).<\/p>\n<\/li>\n \n Agent Group<\/strong><\/span>: Required when Personal Callback<\/em> is disabled. The callback will be assigned within the selected agent group.<\/p>\n<\/li>\n \n Prioritize for me<\/strong><\/span>: If checked, the callback will be preferentially assigned to the agent within the group.<\/p>\n<\/li>\n<\/ul>\n 6.2 Agent Handles Scheduled Callback<\/strong><\/h3>\n 6.2.1 Agent Personal Callback<\/h4>\n 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.<\/p>\n <\/p>\n When the agent clicks Cancel, the system will cancel the scheduled callback and mark its status as Canceled.<\/p>\n When the agent clicks Accept, the system will automatically redirect to the Conversations → Voice Channel workspace for handling the scheduled callback.<\/p>\n <\/p>\n 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.<\/p>\n 6.2.2 Agent Group Callback<\/h4>\n Scheduled callbacks for agent groups can occur in the following two scenarios:<\/p>\n <\/p>\n <\/p>\n Priority Assignment Enabled<\/strong><\/p>\n If an agent is set as a priority assignee<\/strong><\/span>, the system will assign the scheduled callback to that agent X<\/em> 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.<\/p>\n Unlike dedicated callbacks, the system will wait M<\/em> minutes (based on administrator settings) for the agent to confirm. If the agent does not click any button or clicks Cancel<\/em> within M<\/em> minutes, the system will withdraw the callback and reassign it randomly to another agent in the group whose status is Working – Available<\/strong><\/span>, ignoring the priority assignment.<\/p>\n Priority Assignment Disabled<\/strong><\/p>\n If no priority assignment is set, the system will assign the scheduled callback X<\/em> minutes before the scheduled time to a random agent in the group whose status is Working – Available<\/strong><\/span>. The assigned agent must click Accept<\/em> or Cancel<\/em> within M<\/em> minutes. If the agent does not confirm or cancels within M<\/em> minutes, the system will withdraw the callback and reassign it to another available agent in the group.<\/p>\n If the callback is not accepted by any agent within N<\/em> minutes (administrator-defined), the system will automatically cancel the callback and mark it as Expired<\/strong><\/span>.<\/p>\n <\/span><\/span><\/span><\/span><\/span><\/p>\n <\/p>\n Handling the Callback<\/strong><\/p>\n Once an agent accepts the scheduled callback, they can choose to:<\/p>\n \n \n Start Callback<\/strong><\/span> – initiate the outbound call<\/p>\n<\/li>\n \n Reassign Callback<\/strong><\/span> – assign the callback to another agent (if applicable)<\/p>\n<\/li>\n \n End Callback<\/strong><\/span> – complete or cancel the callback<\/p>\n<\/li>\n<\/ul>\n 6.3 Scheduled Callback List<\/strong><\/h3>\n Agents, Supervisors, and Administrators<\/strong><\/span> can view scheduled callback information within their team on the Scheduled Callback List<\/strong><\/span>.<\/p>\n \n \n Agents<\/strong><\/span> and Supervisors<\/strong><\/span> can only see callbacks assigned to their own group.<\/p>\n<\/li>\n \n Administrators<\/strong><\/span> can view all scheduled callbacks within the team.<\/p>\n<\/li>\n<\/ul>\n Different roles have different editing permissions:<\/p>\n \n \n Agents<\/strong><\/span> can only modify callbacks assigned to themselves.<\/p>\n<\/li>\n \n Supervisors<\/strong><\/span> can modify callbacks within their assigned agent group.<\/p>\n<\/li>\n \n Administrators<\/strong><\/span> have full permissions and can modify all scheduled callback requests in the Pending Assignment<\/strong><\/span> status.<\/p>\n<\/li>\n<\/ul>\n <\/strong><\/p>\n The statuses in the Scheduled Callback List<\/strong><\/span> are as follows:<\/p>\n \n \n Pending <\/p>\n<\/li>\n \n Assigned<\/p>\n<\/li>\n \n Canceled<\/p>\n<\/li>\n \n Expired<\/p>\n<\/li>\n \n Completed<\/p>\n<\/li>\n<\/ul>\n Agents, Supervisors, and Administrators can edit callbacks in the Pending Assignment status<\/strong><\/span> within their respective permission scope. Editable fields include:<\/p>\n \n \n Scheduled Time<\/p>\n<\/li>\n \n Phone Number<\/p>\n<\/li>\n \n Agent Group<\/p>\n<\/li>\n \n Assigned Agent<\/p>\n<\/li>\n<\/ul>\n They can also directly cancel the callback<\/strong><\/span> if needed.<\/p>\n 7. Call Records<\/span><\/span><\/span><\/span><\/span><\/h2>\n <\/span><\/span><\/p>\n <\/div>\n <\/span><\/span><\/p>\n Menu: Reports - Interactions - Voice<\/span><\/span><\/span><\/span><\/span><\/p>\n 1. Click the call records menu to view the call records.<\/span><\/span><\/span><\/span><\/span><\/p>\n 2. If recording is set, you can view the recording file here.<\/span><\/span><\/span><\/span><\/span><\/p>\n 3. Click the callback button on the right side of the call record to initiate a callback to the number.<\/span><\/span><\/span><\/span><\/span><\/p>\n 4. Click the business record button on the right side of the call record to view and edit the business record of the call.<\/span><\/span><\/span><\/span><\/span><\/p>","pure_content":"After logging in, you can make outgoing calls. Switch the status to work-idle and you can answer incoming calls.\n\n1. Answer the call\n\n\n\n1. When there is a new call, an incoming call pop-up screen will pop up on the right side of the system.\n2. Click the green phone icon to answer the call.\n3. Click the red phone icon to reject the call.\n2. Outgoing calls\n\n\n\n1. Open the dial pad.\n2. Select the number used for outgoing calls. The default international random number is used.\n3. Enter the number you want to call.\n4. Click the outbound call button to make an outbound call.\n\u00a0\n3. Call Operation\nDuring a call, if telephone operations are needed, you can click specific functions on the dial pad:\n\n\nHold: The call is placed on hold. The user will hear music but not the agent\u2019s voice, while the agent can make internal inquiries regarding the issue.\n\n\nTransfer: Supports transferring the call to another agent group.\n\n\nDial Pad: When making an outbound call, the dial pad can be used to dial an extension number.\n\n\nHang Up: Ends the call.\n\n\nAuto 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.\n\n\nAuto 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.\n\n\n\u00a0\n\u00a04. Business records\n\n\n\n\u00a0\n1. Agents can edit business records during the call or after the call.\n2. If the administrator has set the call tag in advance, you can quickly select the call tag.\n3. You can click the Modify Record button to view the history of the call\u2019s business records.\n5. Automatic answer\n\n\n\n\u00a0\nMenu: Conversation - Voice\nAfter 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)\n6. Schedule Callback\nOnce enabled by the administrator at the tenant level, the Scheduled Callback feature becomes available to agents.\n6.1 Agent Schedules Callback\nAgents can create a scheduled callback during or after a call by clicking \u201c+ Create Scheduled Callback\u201d in the right-side module.\n\nAfter clicking \u201cCreate Scheduled Callback,\u201d enter the following information based on the customer\u2019s request:\n\n\u00a0\nScheduled Callback Fields\n\n\nScheduled Time: Agents can set any time within 30 days from the current time.\n\n\nTime Zone: The time zone in which the scheduled callback will take place.\n\n\nPhone Number: The phone number to be used for the callback.\n\n\nRemarks: Additional notes for the scheduled callback.\n\n\nPersonal Callback: When enabled, the callback will be assigned exclusively to the agent (no agent group required).\n\n\nAgent Group: Required when Personal Callback is disabled. The callback will be assigned within the selected agent group.\n\n\nPrioritize for me: If checked, the callback will be preferentially assigned to the agent within the group.\n\n\n6.2 Agent Handles Scheduled Callback\n6.2.1 Agent Personal Callback\nThe system will automatically send the dedicated scheduled callback to the agent X minutes before the scheduled time (according to the administrator\u2019s 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.\n\nWhen the agent clicks Cancel, the system will cancel the scheduled callback and mark its status as Canceled.\nWhen the agent clicks Accept, the system will automatically redirect to the Conversations \u2192 Voice Channel workspace for handling the scheduled callback.\n\nOn 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.\n6.2.2 Agent Group Callback\nScheduled callbacks for agent groups can occur in the following two scenarios:\n\n\u00a0\nPriority Assignment Enabled\nIf 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.\nUnlike 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 \u2013 Available, ignoring the priority assignment.\nPriority Assignment Disabled\nIf 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 \u2013 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.\nIf 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.\n\n\u00a0\nHandling the Callback\nOnce an agent accepts the scheduled callback, they can choose to:\n\n\nStart Callback \u2013 initiate the outbound call\n\n\nReassign Callback \u2013 assign the callback to another agent (if applicable)\n\n\nEnd Callback \u2013 complete or cancel the callback\n\n\n6.3 Scheduled Callback List\nAgents, Supervisors, and Administrators can view scheduled callback information within their team on the Scheduled Callback List.\n\n\nAgents and Supervisors can only see callbacks assigned to their own group.\n\n\nAdministrators can view all scheduled callbacks within the team.\n\n\nDifferent roles have different editing permissions:\n\n\nAgents can only modify callbacks assigned to themselves.\n\n\nSupervisors can modify callbacks within their assigned agent group.\n\n\nAdministrators have full permissions and can modify all scheduled callback requests in the Pending Assignment status.\n\n\n\nThe statuses in the Scheduled Callback List are as follows:\n\n\nPending\u00a0\n\n\nAssigned\n\n\nCanceled\n\n\nExpired\n\n\nCompleted\n\n\nAgents, Supervisors, and Administrators can edit callbacks in the Pending Assignment status within their respective permission scope. Editable fields include:\n\n\nScheduled Time\n\n\nPhone Number\n\n\nAgent Group\n\n\nAssigned Agent\n\n\nThey can also directly cancel the callback if needed.\n7. Call Records\n\n\n\nMenu: Reports - Interactions - Voice\n1. Click the call records menu to view the call records.\n2. If recording is set, you can view the recording file here.\n3. Click the callback button on the right side of the call record to initiate a callback to the number.\n4. Click the business record button on the right side of the call record to view and edit the business record of the call.","is_draft":"0","editor_type":"3","file_path":"","add_time":"1713233554","update_time":"1759147474"},"pure_content":"After logging in, you can make outgoing calls. Switch the status to work-idle and you can answer incoming calls.\n\n1. Answer the call\n\n\n\n1. When there is a new call, an incoming call pop-up screen wil"},{"id":"85707","string_id":"RUGOJi","status":"1","parent_id":"85703","slug":"Sending-a-text-message","order":"4","name":"Sending a Text Message","type":"2","cover":"","cover_alt":"","desc":null,"website":"","contact":"","seo_title":"","seo_keyword":"","seo_desc":"","share_switch":"0","share_code":"","author":"Jeffrey","published_time":"1713354738","add_time":"1713233575","update_time":"1758076650","corp_auth_id":"0","verify_code_auth_id":"0","editor_type":"3","file_type":"","auth_id":"[\"-1\"]","content":{"content_id":"85707","content":" \n Agents can send SMS content set by the administrator in advance to users.<\/span><\/span><\/span><\/span><\/span><\/p>\n<\/blockquote>\n 1. Agent-Voice-Send SMS manually<\/span><\/span><\/span><\/span><\/span><\/h2>\n Menu: Conversations - Voice.<\/span><\/span><\/span><\/span><\/span><\/p>\n Steps: 1. Click on the call bar SMS or the recent call SMS.<\/span><\/span><\/span><\/span><\/span><\/p>\n 2. Enter the SMS number to be sent.<\/span><\/span><\/span><\/span><\/span><\/p>\n 3. Select the text message template you want to send.<\/span><\/span><\/span><\/span><\/span><\/p>\n 4. Click OK to send.<\/span><\/span><\/span><\/span><\/span><\/p>\n <\/div>\n 2. Agent-Call Records-Send text messages manually<\/span><\/span><\/span><\/span><\/span><\/h2>\n Menu: Reports - Interactions - Voice<\/span><\/span><\/span><\/span><\/span><\/p>\n Steps: 1. Click to send text message.<\/span><\/span><\/span><\/span><\/span><\/p>\n 2. Select a text message template.<\/span><\/span><\/span><\/span><\/span><\/p>\n 3. Click OK to send.<\/span><\/span><\/span><\/span><\/span><\/p>\n <\/p>","pure_content":"Agents can send SMS content set by the administrator in advance to users.\n\n1. Agent-Voice-Send SMS manually\nMenu: Conversations - Voice.\nSteps: 1. Click on the call bar SMS or the recent call SMS.\n2. Enter the SMS number to be sent.\n3. Select the text message template you want to send.\n4. Click OK to send.\n\n2. Agent-Call Records-Send text messages manually\nMenu: Reports - Interactions - Voice\nSteps: 1. Click to send text message.\n2. Select a text message template.\n3. Click OK to send.","is_draft":"0","editor_type":"3","file_path":"","add_time":"1713233575","update_time":"1749117790"},"pure_content":"Agents can send SMS content set by the administrator in advance to users.\n\n1. Agent-Voice-Send SMS manually\nMenu: Conversations - Voice.\nSteps: 1. Click on the call bar SMS or the recent call SMS.\n2."},{"id":"85708","string_id":"tSRNEx","status":"1","parent_id":"85703","slug":"Ticket-processing","order":"3","name":"Ticket Processing","type":"2","cover":"","cover_alt":"","desc":null,"website":"","contact":"","seo_title":"","seo_keyword":"","seo_desc":"","share_switch":"0","share_code":"","author":"Jeffrey","published_time":"1713354740","add_time":"1713233608","update_time":"1758076984","corp_auth_id":"0","verify_code_auth_id":"0","editor_type":"3","file_type":"","auth_id":"[\"-1\"]","content":{"content_id":"85708","content":" 1. Create a ticket<\/span><\/span><\/h2>\n <\/p>\n (1) Agents can create tickets based on business needs in the workbench, <\/span><\/span>enter the title, description, select the problem type, priority, handler, etc. There are three types of handlers<\/span><\/span><\/span><\/p>\n \n Assign to Member: The ticket can be assigned to a specific member. The ticket will appear in the member’s My Tickets.<\/span><\/span><\/span><\/li>\n Assign to Agent Group: The ticket can be assigned to a specific agent group. The ticket will appear in Unassigned within Group.<\/span><\/span><\/span><\/li>\n<\/ul>\n 2. Process tickets<\/span><\/span><\/span><\/h2>\n <\/p>\n (1) Agent group managers can reassign tickets and specify the handling agent.<\/span><\/span><\/span><\/p>\n <\/p>\n (2) After processing the ticket, you can select the ticket processing result<\/span><\/span><\/span><\/p>","pure_content":"1. Create a ticket\n\n(1) Agents can create tickets based on business needs in the workbench, enter the title, description, select the problem type, priority, handler, etc. There are three types of handlers\n\nAssign to Member: The ticket can be assigned to a specific member. The ticket will appear in the member\u2019s My Tickets.\nAssign to Agent Group: The ticket can be assigned to a specific agent group. The ticket will appear in Unassigned within Group.\n\n2. Process tickets\n\n(1) Agent group managers can reassign tickets and specify the handling agent.\n\n(2) After processing the ticket, you can select the ticket processing result","is_draft":"0","editor_type":"3","file_path":"","add_time":"1713233608","update_time":"1758016756"},"pure_content":"1. Create a ticket\n\n(1) Agents can create tickets based on business needs in the workbench, enter the title, description, select the problem type, priority, handler, etc. There are three types of hand"}],"content":{"icon":"","desc":"","content_id":"85703","add_time":"1713233310","update_time":"1713354718","content":"","is_traffic_less":"0","file_type":""},"hot_list":[],"user_read_num":"0","is_auth":"0"},"msg":"Success","code":200}