Escolar Documentos
Profissional Documentos
Cultura Documentos
Call flows are important to specify and define early in the Contact Center and CRM Application Integration project. The shown below is a basic call flow, followed by some additional call flow details to consider. Contents
y y y
1 Basic Call Flow 2 Customer Call Flow Example 3 Additional Call Flow Details o 3.1 Agent Login and Logout o 3.2 Agent Work Mode Settings o 3.3 Desktop Controls o 3.4 Call Attached Data
Agent can set work mode to specific work status: ready, not ready, or other work (AUX work) modes. The work mode settings synchronize with the ACD to support auto-in and after call work.
Desktop Controls
The integration supports the following standard telephony features:
y y y y y y
Answer call: an agent can answer an incoming call. Drop call: an agent can drop a connected call. Hold and Retrieve: an agent can place a call on hold and retrieve a call on hold. Make call: an agent can make or place a call. Blind transfer: an agent can transfer a call to another agent without consulting with the agent. Warm transfer (with Reconnect option): an agent can transfer a call to another agent after consulting with the agent. Optionally, the agent can reconnect to the call after the consultation. Conference (with Reconnect option): an agent can conduct a conference with another agent. Optionally, the agent can reconnect to a call after the conference.
Similar desktop controls are supported for email and web chat interaction management.