Working with the CTI using the OpenFrame window

Use the OpenFrame window to make a call, answer a call, transfer a call, or set status.

Answer an incoming call

Use the OpenFrame window to answer an incoming call.

始める前に

Role required: sn_customerservice_agent, sn_customerservice.consumer_agent, sn_open_frame, or admin

このタスクについて

The OpenFrame window displays the incoming call, including the phone number and the customer contact or consumer information.

手順

1. Click Accept.
2. When the call is finished, click End.

Make an outgoing call

Use the OpenFrame window to make an outgoing call.

始める前に

Role required: sn_customerservice_agent, sn_customerservice.consumer_agent, sn_open_frame, or admin

手順

1. Select one of the following options.

   オプション	説明
   Click the phone icon in the banner frame.	Enter the phone number in the Number field and click Call.
   Click the phone icon next to the Contact or Consumer fields on the Case form.	Customer contacts and consumers can have multiple phone numbers. If only one phone field is populated, a call is placed to that number. If more than one phone field is populated, a dialog box displays the available numbers. Click the desired number to place the call and close the dialog box.

2. When finished with the call, click End.

Transfer a call

After accepting an incoming call, a customer service agent can transfer a call to another agent.

始める前に

Role required: sn_customerservice_agent, sn_customerservice.consumer_agent, sn_open_frame, or admin

手順

1. Answer an incoming call.
2. Click Transfer.
3. Select an agent from the drop-down list.
4. Click Call.

Set agent call status

Customer service agents can set their current call status.

始める前に

Role required: sn_customerservice_agent, sn_customerservice.consumer_agent, sn_open_frame, or admin

手順

1. Click the phone icon in the banner frame.
2. Select your availability.

   オプション	説明
   Available	The agent is available to take a call.
   Not Available	The agent is not available to take a call.
   Busy	The agent is currently on a call with a customer.
   Wrap Up	The agent is updating case information after completing a call. After completing a call and the subsequent wrap up, an agent must manually change the status from Wrap Up to Available.

   The Presence field in the OpenFrame > OpenFrame Agent Presence record is updated with the availability status set for the agent.