CTI Adapter
Overview
The CTI Adaptor is an Agent tool that provides essential voice functionality in a small, lightweight user interface. The CTI Adaptor is designed to be integrated with other applications, the video below is integrated with Salesforce but it works equally well with other CRMs.
1. Login and Connect Phone
Login to the Adapter
Enter your Agent Username. This is a mandatory field.
Enter your Agent Password. This is a mandatory field.
Click Login.
The Phone Connection screen opens.
Establish a Phone Connection
Select the Connection Mode.
The options are:Agent calls system
System calls agent
Enter the Connection Phone Number. The field is pre-populated with the default number for the agent.
Click the Connection Persistence checkbox to keep the agent connected to the phone between calls.
Click Start. The Adaptor screen opens. You will be in the Paused state
Click Paused and select ready to start taking calls
2. Logout from the Adaptor
Click the Agent icon
The Pause Reason list appears. Select a pause reason
Select Logout
3. Take a Break
Click Ready. The list of Pause Reasons opens
Select a Pause Reason. Your status changes to Paused, however, you can still make a manual call or receive a transferred call if your agent is configured to receive calls while paused
4. Auto Pause
The system will change your status to Paused with a Pause Reason of "Auto Pause" when:
Your phone connection is System Calls Agent - Non Persistent
And the system allocates an inbound call to you, and
You do not answer your agent phone
If you find that your status is Paused (Auto Pause) then you should Change your status to Ready.
5. Call Information Display
Select the Info tab.
The display is view only; it cannot be edited. It is information that the CTI Adaptor acquires from the database or from live metadata.
Field Name | Description |
|---|---|
Campaign | The name of the campaign associated with the call, where known |
Agent Interaction ID | The unique identifying number for the call |
Call Type | This is "OUT" for an outbound call to the contact or "IN" for an inbound call to the contact centre |
Customer Phone Number | The contact's phone number |
Platform Phone Number | The contact centre's phone number |
IVR Text | This is the name of the Voice Channel set in the voice channel settings |
IVR Data | This contains information entered by the contact while in IVR |
Time in queue | In an inbound voice campaign, the duration between when the contact left the IVR and when the agent accepted the call |
6. Receive an Inbound Call
The inbound call will be presented at your adaptor console.
During the call:
Select the Call tab to view and edit the Call Notes.
Select the Info tab to view call data display.
7. Make a Manual Outbound Call
An Agent can make a Manual Outbound Call when Paused or Ready.
Enter the phone number into the manual call text entry field by clicking digits on the keypad displayed in the CTI Adaptor or your PC's keyboard
Click Call
Select the applicable campaign from the drop-down list, or click Skip Campaign
When the call is answered by the Contact, two tabs appear:
Call (this tab does not appear if Skip Campaign was selected)
Info
8. Transferring a Call
Your status must be On Call to transfer a call. To initiate a Transfer, click the Transfer button.
After you click Transfer, the Call Transfer dialogue will open.
Select the Transfer Type you wish to transfer the call to from the drop-down list.
A call can be transferred to several types of destination:
Another Agent
A Workflow
A Phone Number
There 2 types of transfer:
Transfer - a blind transfer where the call is transferred without any interaction between the transferring agent and the destination
Consult - you can speak to the person you are transferring to or wait in a queue until answered Once connected you will see the following options:
Icon | Description |
|---|---|
 | Transfer and wrap the call |
 | Merge the calls so that you, the caller and the person you are transferring to will be able to speak You can conference in up to 3 additional callers into a call. When you click on the "Hang Up" phone icon, you will be presented with the option to "Leave" or "Terminate" the conference call. If you select "Leave", the conference call will continue and you will be asked to wrap the activity and move to the next available action. If you choose "Terminate", the Conference call will be terminated i.e. the merged calls will be ended. |
 | Conference in someone else You will only see this option after you have Merged the calls |
9. Call Recording
If your System Administrator has given you the appropriate permissions, you can change the status of Call Recording during a call. The colour of the Call Recording Icon indicates the status of recording, or if you don't have permission to change the status of Call Recording.
Icon | Description |
|---|---|
 | Recording in Progress When the call is being recorded, the Call Recording Icon is Red. |
 | Recording is Paused/Stopped When the call is not being recorded, the Call Recording Icon is White |
 | Recording Status Control is Disabled If your System Administrator has not given you permission to change the status of Call Recording, the Call Recording Icon is Grey. |
When the Call Recording Icon is Grey, it does not indicate the current status of Call Recording. It is possible that the system is recording the call, depending on how your System Administrator has configured the system.
9. Wrap Call
After your call with a Contact has ended you will be placed in On Wrap state, you must select a Wrap Code and then choose your next state, which can either be Ready or Paused (with Reason).
Click ‘Choose wrap code’
Select appropriate wrap code
Select your next state:
On Wrap to Ready - press the ‘Ready’ button at the bottom of the screen
On Wrap to Paused -
10. Auto-wrap
An agent enters a state of Wrap when a call has finished but no Wrap Code has been selected, this gives them time to do any after-call work if required. You can restrict the length of time an agent has to 'wrap' a call by using the auto-wrap function which is configured at the Campaign level in the Workspace.
When Auto-wrap is set the Agent will see a counter indicating how long in seconds they have to wrap the call; if that time is exceeded the call will be given a pre-defined Wrap Code and the agent will be pushed into the 'Ready' (to take calls) status.
Extended Auto Wrap Time
This is another setting that you can configure which gives the Agent the option to extend their Wrap Time by a pre-defined amount of time, it appears as a '+ x number of seconds' above the Wrap code.
11. Automatic Outbound Dialler
Limited Release
This feature is not switched on by default, to enable contact servicedesk@ipscape.com.au
This functionality is used to automatically present calls to Agents so they do not have to dial the number. These lists of phone numbers come from the Workspace and numbers from them are distributed to agents as they become available, based on rules defined on an Outbound Campaign. The lists are usually one of the following:
A lead list loaded from an Excel spreadsheet that was originally exported from a CRM or purchased from a lead vendor
A list of Callbacks from an Inbound Campaign where the agent has arranged for themselves or a queue to be called back at a specific time
A list of Callbacks from the 'Request a callback' object in a Workflow (IVR)
Phone numbers from these lists are presented to Agents in one of two ways depending on how the Campaign is configured:
a. Predictive Mode
In this mode, numbers are dialled automatically and presented to the Agent only if they connect to a caller. To minimise abandoned calls Agents must select 'Connection persistence' when they log in and will hear only hear a single beep as the call is connected (please note that if the call is Callback arranged by an agent to themselves or back to the queue it will present in Preview mode)
A sample of the Beep can be listened to by selecting this link:
b. Preview Mode
In this mode, the phone number/s (one 'lead' can have up to 3 numbers eg mobile, home, work) for a particular lead are presented to the Agent and they make the decision to dial the number when they are ready, giving them time to review information about the 'lead' before making the call.
The agent clicks the number that they want to call and it will dial:
There is also a setting at the Campaign level that enables you to restrict now long an Agent can stay in preview mode called 'Auto-preview timeout'.
For both modes, you can add a second tab to the CTI adapter that contains information about the lead being dialled please refer to our documentation for the specific system you are with which you are integrating in the Integrations section.
12. Marking a place in a call recording
This function enables a marker button that an agent can press during a call to mark a significant event, like payment details being given. This marker can be seen by someone reviewing the call in the Workspace 'Call Management Module' so they do not have to listen to the whole recording.
The function needs to be enabled by your local support desk as it is not switched on by default contact servicedesk@ipscape.com.au
Call recordings function needs to enabled in the Workspace need to be enabled for the campaign you want to mark
How to mark a call recording
During the call, when you want to mark an event press the recording button
This will give you 2 options press the bookmark option to mark the call.
You can add as many bookmarks as you like to a recording, however, depending on the speed of your network there may be a slight delay in applying the bookmark (2 - 3 seconds)
13. 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.
Select the Select Announcement tab
Select the announcement from the drop-down selection list
Click on the play icon displayed next to the selected announcement. When the soundfile finishes playing you will be able to resume your conversation with the contact.
If no soundfiles have been assigned to the current campaign in the Workspace as announcements, the Select Announcement tab will not be visible on the CTI Adaptor
14. Make a Payment
When ipSCAPE PAY is enabled and configured for a Campaign in Workspace, you can use the 'Services' tab to process payments.
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.
Field | What you should do |
|---|---|
Reference Number | Enter the reference number which identifies what the payment relates to. eg. the reference on the statement or on the letter. |
Credit Card | Ask the Customer to enter the Credit Card number for the payment. Credit Card Number The tone on the phone will be masked whilst the Credit Card number is being entered by the Customer. This is to prevent the numbers from being recognised whilst they are being pressed on the keypad. |
Reset Card | You can press this button if you want to reset the details that have been entered. This could be , for example, because the Customer entered the wrong details or wants to use a different Credit Card. |
Expiry Date | Ask the Customer for the expiry date on the credit card and enter it here. |
CVV | Ask the Customer to enter the CVV number which can be found on the back of the Credit Card. CVV Number The tone on the phone will be masked whilst the Credit Card CVV number is being entered by the Customer. This is to prevent the numbers from being recognised whilst they are being pressed on the keypad. |
Reset CVV | You can press this button if you want to reset the details that have been entered. This could be , for example, because the Customer entered the wrong details. |
Cardholder Name | Ask the Customer for the Cardholder name as it appears on the Credit Card and enter the details here. |
Amount | Enter the amount to be processed. |
Make a Payment | Click this button when all the above details have been correctly entered and you are ready to process the payment. Clicking on this button will send the request to the Merchant for processing. Payment sent for Processing You will continue to speak to the Customer whilst the payment is processin |
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.
Payment successful - you will receive a confirmation in the following format:
Payment Rejected - you will receive a confirmation in the following format:
You can now complete the payment by pressing the Exit button at the bottom of the screen
When you click on the Exit button you will be presented with the following message:
Select the Leave button to leave this page. The system will return you to the CTI Adaptor to Wrap the call
Payment Confirmation
The details presented in the Payment Confirmation will differ for each transaction. The above is an example of what type of information will be returned, however, the actual values for each of the above 3 items will differ per transaction.
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