Agent Toolbar

Overview

The toolbar is a discrete software module into which agents log in via their internet browser, and subsequently establish a telephone connection. Here is a video explaining the basic functionality:

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1. Logging in

• Navigate to your ipSCAPE URL & select agent toolbar     

• Enter your agent username & password & select Login

When you log in to the Agent Toolbar you will be presented with this screen:

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2. Taking a Break

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3. Logging out

• Click on ‘Pause’ and select a reason

• Hang up your desk phone

  • For Web Connect - Close the Web Connect softphone tab and select Leave

• On the right side of the screen select logout click on your name and then ‘Logout’:
  

  

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4. Taking Calls

1. Press Un-Pause to start taking calls 
   

   

2. When a call is presented, you will either hear a beep on your headset or your desk phone will ring depending on how you are set up

3. A script will appear in the top half of the screen with details of the company greeting

4. Information about the call will appear in the bottom half of the screen which has 4 tabs Caller Info, Transfer Info, Notes, and Wrap Call
   

   

5. Click on the third tab to add Notes if required

6. When the call is finished click on the ‘Wrap Call’ tab and select a Wrap Code

7. Once the code is entered, click on ‘Close and Ready’ to take the next call or ‘Close and Pause’ if you are not ready

This is a list of every function available for use on the toolbar. Your toolbar will have a subset of these functions, based on the responsibilities granted to you.

 

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5. Making Calls

1. To make an outbound call, change your status to pause

2. Enter the phone number in the phone text box and click on the phone icon

3. Select a campaign that this call should be part of from the drop-down menu (can be required, optional or forced)

4. Then click the green phone icon

The live voice connection controls appear below the Agent Toolbar.

 

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6. Adding Notes to a Call

The Notes tab is one of four tabs that appear below the Agent Toolbar during the interaction. These tabs are:

• Caller Info

• Transfer Info

• Notes

• Wrap

1. Select the Notes tab.

2. Enter the text you wish to record against this interaction.
   If you subsequently transfer the interaction to another agent, this note will be available to that agent.

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7. Transferring Calls

1. To transfer a call, click on the ‘Transfer Info’ tab

2. Select Transfer Type:

   1. An Agent - Only available agents who are in your team & service that campaign/queue will appear in the list

   2. Convert to Outbound - Only available to agents that are assigned to an Outbound campaign. Can be used to convert an Inbound call to an Outbound campaign to update a lead

   3. A Phone Number - Include the area code if dialing a landline

   4. A Workflow – This allows you to transfer the customer to an existing workflow

   5. Workflow - Agent Assist - Agent Assist allows you to transfer to a workflow & remain in the queue with the caller to announce the call to the next receiving agent

3. In the ‘Transfer Pool’ field enter number (with area code) or select from the drop-down

4. You can then use either the ‘Transfer’ or ‘Call’ button

   1. Transfer – is a blind transfer, leaving you to wrap the call

   2. Consult– is an assisted transfer where you put the caller on hold and speak to the person you are transferring to, you can then:

      1. Transfer the caller and wrap the call

      2. Conference in the Caller and remain on the line

      3. Retrieve the call and speak to the Caller again

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8. View Caller Info during Call

When you take a call, information about the caller will be displayed about the

Different information is displayed depending on the type of interaction. Please see details in the table below:

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9. Create a Conference Call

During the interaction, you may need to include a colleague or supervisor in the interaction. To assist you, the Campaign Manager has created a list of possible transfer destinations.

1. Select the Transfer Info tab

2. Select the Transfer Type from the drop-down selection list in order to reduce the list of transfer destinations available for selection.
   The choices are Phone, Agent, Workflow, or Extension.

3. Select the Transfer Destination you wish to include in the conference call.

4. Click Call. 
   Note that Line 1 flashes orange while Line 2 is orange.
   The Conference button is added to the Transfer Info tab.

5. Converse with your colleague; meanwhile, the contact hears On-hold Music.

6. When you are ready to create the conference call, click Conference.
   Note that Line 1 returns to orange and Line 2 returns to white

7. Select the hangup key & choose from terminate or leave.  Leave removes you from the conference but leaves the remaining parties connected

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10. Play an Announcement

During the interaction, you may be required to play a pre-recorded soundfile to the contact. To assist you, the campaign manager has made a list of soundfiles available.

1. Select the Announcement tab. 

1. Select the announcement from the drop-down selection list.

2. Click Play Announcement. When the soundfile finishes playing you will be able to resume your conversation with the contact.

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11. Convert Inbound to Outbound

This feature is used to associate an Inbound call with an Outbound campaign. This is useful when the Outbound automatic dialler has dialled a lead but there was no answer, the lead has then called back on the number left by the dialler. This feature enables the Agent to move the call from the Inbound Campaign it arrived on to the Outbound campaign it should be associated with to give a true lead history.

This feature becomes available on an 'Inbound call' under the 'Transfer Info' tab which is the second tab on the Agent Toolbar during a live call:

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12. Manage an Email Interaction

Queued emails are visible to any agent assigned to an email campaign.

1. Click on the Email Queue icon on the toolbar to open the next email in the queue. The email opens above the toolbar. 
   After reading the text of the email, you may care to check for previous interactions with this contact.

2. Click on the Email Search icon on the top banner to open up an email search

Options for email processing

In the top bar, you can see the Reply icon  and the Options icon 

Click on to see all the options.

Wrapping an email interaction

1. Select the Wrap Call tab below the toolbar.

2. Choose an outcome from the drop-down list of available wrap codes.

3. If you are ready for a voice interaction, click on Close & Ready.

4. If you are not ready for a voice interaction or wish to respond to a chat request or email, click on Close & Pause.

 

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13. Conduct a Chat Session

Chat is a feature available to you that allows you to respond to a chat request. Chat requests are visible to any agent assigned to a chat campaign.

1. Click the Chat icon on the toolbar. The Chat Panel opens above the Toolbar.
   You can have up to five concurrent chat sessions, as specified in your agent profile

2. In the top bar, there are three icons: Chat, Agent, and Email 

   1. Click the Chat icon to restore a full-page display of all active chat sessions.

   2. Click the Agent icon to open a display of messages

   3. Click the Email icon to open a display of received emails

3. In the Chat Panel, there are three tabs: Contact, Templates, and History.

   1. Click the Contact tab to display the results of any pre-chat survey questions.

   2. Click the Templates tab to display a list of Chat Templates assigned to the current chat campaign as described below.

   3. Click the History tab to see the details of any previous connections to this contact based on the details they provided (e.g. name and email address) in the pre-chat survey.
      Click the Open Transcript icon to view transcripts of previous chat sessions. You can also search by email or interaction id.

4. For each active chat session, a tab with the contact's name is visible in the Chat Panel. Use these tabs to move between chat sessions.

5. Below the Toolbar, there are three tabs: Contact Info, Wrap Chat, and Transfer. 

   1. The Contact Info tells you any details known to the contact centre based on the details they provided (e.g. name and email address) in the pre-chat survey.

   2. Wrap Chat provides the tools to assign a wrap code to the interaction

Using a chat template in a chat session

Chat templates are examples of boilerplate text that an agent will need to use regularly and therefore should not have to repeatedly type.

There are several ways that a template can be used within a chat session:

• Using a snippet 
  The agent enters a colon followed by a text snippet followed by a space into the text entry box and the template text is substituted. 
  e.g. Full Company Name. The agent enters the snippet -  :ACME  which is converted to The ACME Corporation Pty Limited ACN  22 555 903 134

• Using the Add to Text icon  
  The agent searches for the text in the Templates tab and then clicks to add template text into the chat session where it can be modified to suit the session.

• Using the Send to Contact icon     
  The agent searches for the text in the Templates tab and then clicks to send the text as is to the contact.

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14. Take Payment

When the ipSCAPE Pay feature is enabled agents will see a ‘Services’ tab in the Agent Toolbar:

When selected, you will be presented with the following screen:

You will continue to speak with the customer and assist with completing the details on this page:

What happens when you click on the "Make a Payment" button

One of 2 things will happen when you click on the "Make a Payment" button:

• The payment successful - you will receive a confirmation in the following format:
  

  

• The payment rejected - you will receive a confirmation in the following format:
  

  

        

  You can now complete the payment by pressing the Complete Payment button and then Wrap the call.