Call Handling
Start phone consultations to review and respond to customer inquiries received through phone calls.
For detailed phone feature settings, refer to the Phone Guide in Service Management.
➊ Set Call Permissions
In the Contract Details of the current service, enable the following options:
Use Phone CTI – IB (Inbound)
Use Phone CTI – OB (Outbound)
In Service Management → Agents, grant phone call permissions to agents who will handle calls.
In Global Management → CTI Management → CTI Settings, configure your CTI information.
In Global Management → CTI Management → CTI Agent Management, assign the CTI ID and CTI number to agents who will handle phone consultations.
➋ Start Call Support
2-1. CTI Login and Status Management
Click the Call Widget on the right side of the screen to open the dialog box for CTI functions.
Click CTI Login to connect to the CTI system.
Upon login, the agent’s status is set to default, and you can change it using the status button as needed.
Business : Indicates the agent is occupied with other tasks; incoming calls will not be assigned.
Ready : Indicates the agent is ready to receive incoming calls.
Rest : Indicates the agent is on a break; incoming calls will not be assigned.
2-2. Answering Calls
When a call is received by an agent in Ready status, the Call Widget blinks to indicate an incoming call.
Click Answer on the widget to connect with the customer.
Once the call is connected, a ticket is automatically created, and the system navigates to the Ticket Management screen.
If the call is not answered within the designated call pickup time, the call is retrieved according to the scenario settings and reassigned to another agent in Ready status.
2-3. Making Calls
While logged in to CTI, click the Dial up button on the Call Widget to open the dialing dialog box.
Enter the customer number or select a registered outbound number, then click Confirm to place the call.
Only outbound numbers registered in Service Management → Call → Calling Number can be used.
When the call is in progress, the agent’s status automatically changes to Dialing.
Once the call is connected, a ticket is automatically created, and the system navigates to the Ticket Management screen.
➌ Handle Call Support
This section explains the functions available while a call is in progress.
3-1. Call Transfer
① Call Transfer
During an active call, you can transfer the call to another agent.
Click the Transfer button to open the transfer dialog box.
Enter the transfer number. There are three available methods:
Direct Input : Enter the phone number manually, then click Consultation Call to initiate the transfer.
Frequently Used Numbers : Click Add to register a frequently used transfer number, then click Connect to transfer the call.
Select from Available Agents : View or search for agents currently in Ready status at the bottom of the dialog, then click Connect to transfer the call.
② Consultation Call and Reconnecting with the Customer
When a consultation call is initiated, the agent’s status changes to On Call (Transfer in Progress), and the Connect to Customer and Cancel buttons become active.
After consulting with the other agent, click Connect to Customer to complete the call transfer.
To cancel the consultation call, click Cancel. The agent’s status changes to On Hold.
While in On Hold status, click Resume to reconnect with the customer.
3-2. Force Disconnect
This function is used when a call must be terminated due to reasons such as abusive language, threats, or inappropriate behavior from the customer.
When Force Disconnect is executed, a predefined voice message is played to the customer, and the call is then terminated.
3-3. Call Hold
Use this function to temporarily pause a customer call.
When you click Hold, the agent’s status changes to On Hold, and hold music is played to the customer.
Click Resume to release the hold and continue the conversation.
➍ End Call
When the call ends, the agent’s status changes to Business(Ticket Processing).
While in Business status, incoming calls are not assigned to the agent.
After completing the necessary tasks, change the status to Ready to receive new calls or select another status as needed.
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