Working with Interactions
Emplifi Agent Interaction is designed to handle four primary types of interactions: phone calls, emails, web chat, and video call sessions. The basic procedures for handling each of these interaction types are the same.
The Emplifi Agent Interaction Help topics concentrate mainly on phone calls, but most of the information can also be applied to emails and web chats. These topics also discuss differences for all interaction types.
Making Phone Calls
There are several ways to make phone calls using Emplifi Agent Interaction.
Using the phone to dial a number with the telephone keypad just like you normally would. The new phone call displays in your Select Interactions view.
Enter a phone number in the Phone field of the Emplifi Agent Interaction Panel. Then, either click Dial or press the [ENTER] key.
If the Require Account Code on Dial check box is selected on the Telephony and Chat configuration, then a pop-up window will display the Account Code field. You are required to enter an account before you can make the phone call.
If the Require Workgroup on Dial check box is selected on the Telephony and Chat configuration, then a pop-up window will display the Workgroup field. You are required to select one of your active workgroups or the "None" option before you can make the phone call.
Dial a phone number in Emplifi Agent by clicking the Phone button next to any phone number field.
Answering Phone Calls
When a new call comes in, a new entry displays in your Select Interactions view. Depending on how your administrator has configured your system, your telephone may ring or Emplifi Agent Interaction may play a ring sound. The call can be answered using the following methods:
Answer the call like you normally would by taking your phone off the hook.
Select the incoming call in your Select Interactions view and click the Pickup button on the Emplifi Agent Interaction Panel. (Incoming calls are automatically selected when they come into your queue to make this process simpler.)
When you successfully answer the call, the interaction state changes to "Connected" in the Select Interactions view and you can talk to the caller through your phone receiver.
If you answer a call while you are talking to another caller, the first call is automatically put on hold.
Disconnecting Phone Calls
When you are finished with a call, to disconnect you can either:
Hang up your telephone receiver.
Select the call in your Select Interactions view, then click Disconnect.
If you choose not to hang up using your telephone receiver, you should be aware of the following behaviors:
You are still able to receive incoming calls, but your telephone will not ring. Emplifi Agent Interaction plays the standard ringing sound when a new interaction arrives in your Select Interactions view.
You can answer an incoming call using the pickup methods above and your phone receiver will instantly connect to the caller.
This is especially useful if you use a headset with your telephone or if you are using a persistent remote connection. For more information about remote connections, see Remote Connection Basics.