Taking Calls

Setting Availability Status

There is a button at the top right of your OA screen that indicates your readiness to take a call. A red button indicates that you are NOT taking calls: (see below)

Clicking on this red button will switch to a green button labelled 'Taking calls' . At this point asterisk will add your extension to all the queues that you area assigned to and your phone will ring when calls come in to the call queues.

Going on break/ Leaving break

To take yourself the call queues and go on a break, click on the 'Break' button. A window should appear asking for the break reason. Select a break reason and click on 'Save'. When you are on break, the phones will stop ringing to your extension.

Your break button at the top of the screen will now show that you are on break. Click on this button once you are ready to leave your break and get back to answering calls.

 

Answering an incoming call

When you answer a call for a phone number that has been assigned to a sub-account, a window will pop up displaying the call type instructions/ agent scripts for the call you are answering. You will see something similar to what's shown below

Call Screen

Clock/ Local time

The top section of the call screen displays the call timer and the local time for the caller since calls will be coming in for clients in various locales.

Answer phrase

Right below the clock is the answer phrase, which is the greeting that the agent should use to greet the caller.

Client company information

The right column of the call screen displays the client information that agent may potentially provide to the callers.  What type/ how much information displayed is controlled in the subaccount configuration ('Sub-Account Basic Information'). 

Call type buttons

The left side of the call screen displays the agent scripts that have been defined for the sub-account.  In the example above, there are 4 different call types defined: 'Generic', 'Employment', 'New Appt', and 'Support'.  The active agent script is highlighted in blue, which in this case is 'Employment'.

Agent Script

The active agent script for the selected call type is displayed in the center column of the call screen.  In the example above, there are 4 steps to the agent script. 

The first step requires the agent to collect information from the caller, in this case 'First and Last Name', 'Phone Number', and 'Best time to call'.  The first two caller prompts are required fields, as indicated by the asterisk (*) by the field label.  The third prompt ('Best time to call') is a drop down and is indicated on the caller screen as such by the darker border.  The drop down can be activated by pressing the down arrow key.  Also, as the agent start typing, matching choices are displayed in the drop down.  The agent is not limited to picking text from the drop down choices and can overwrite the drop down choices by typing any text in the input field.

Action Steps

The second and third steps in the Agent Script are action steps.  When action steps are configured to involve a specific employee, employee buttons are shown for the agent. 

In the example shown above the second staff involves transferring a call to 'Joyce'.  When the agent clicks on this transfer button, the dial-out box is presented to the agent. 

The third step involves emaling an employee if the transfer is not sucessful.  Upon pressing the action button marked 'Email & Deliver', the message is emailed to the selected employee, 'Office', and the message is marked as 'Delivered' and the call box automatically closes.  Refer to 'Agent Scripts' to find out more about the various actions that can be configured within the agent script and what it means to mark a message as 'Delivered'.

Some action steps involve actions that do not reference a specific employee.  For instance, the agent script below instructs the agent to email 'requested staff'.  To deliver the message, the agent can select the requested staff from the employee picker and click on the appropriate button to deliver the message.  In this case, the agent will need to click on the 'Email' button to deliver the message.

Tracing Agent Actions

For the sake of troubleshooting and quality control, all button presses and keyboard entry on the call screen by the agent are logged so that they can be reviewed at a later time from the message review screen.

Call Screen Buttons

There is a set of buttons at the bottom of the call screen

Msg Review

The 'Msg Review' button will pop open another browser window containing a list of the most recent messages taken for that phone number.  This is in case the agent must refer to previous messages taken for the particular client

Add Call Event

OpenAnswer records call events automatically throughout the call (button clicks, keyboard entry, etc.)  The 'Add Call Event' button allows the agent to enter a custom event/ note for the call that will appear on the history of events  along with the automatically recorded events.

Mark Delivered

This button marks the message as 'delivered' and therefore will not need any more agent processing/ intervention.  Pressing the button will automatically close out the call screen dialog and the agent is free to take another call

Dispatch

The 'Dispatch' button will close the call screen and send the message/ call to the 'Minder' section of OpenAnswer.  From the 'Minder' section (see image below), the dispatchers will process the message/ call further according to the dispatching instructions.