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.
시작하기 전에
Role required: sn_customerservice_agent, sn_customerservice.consumer_agent, sn_open_frame, or admin
이 태스크 정보
The OpenFrame window displays the incoming call, including the phone number and the customer contact or consumer information.
프로시저
- Click Accept.
- When the call is finished, click End.
Make an outgoing call
Use the OpenFrame window to make an outgoing call.
시작하기 전에
Role required: sn_customerservice_agent, sn_customerservice.consumer_agent, sn_open_frame, or admin
프로시저
-
Select one of the following options.
옵션 설명 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.
- 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.
시작하기 전에
Role required: sn_customerservice_agent, sn_customerservice.consumer_agent, sn_open_frame, or admin
프로시저
- Answer an incoming call.
- Click Transfer.
- Select an agent from the drop-down list.
- Click Call.
Set agent call status
Customer service agents can set their current call status.
시작하기 전에
Role required: sn_customerservice_agent, sn_customerservice.consumer_agent, sn_open_frame, or admin