Description
Walkthrough of how to set up the “Teams (Phone Settings)” for general use. Then a more in-depth explanation of the settings clients usually have questions about or want to change.
Settings --> Teams (Phone Settings) --> New
SETUP
Name: Account Level
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ANSWERING CALL
This section mostly deals with what options are available and what you see when the notification pops up to take a call
Show the Ignore button = CHECKED
- This gives agents the ability to ignore a call in the incoming call notification
Answer on Notification Click = CHECKED
Auto-Answer Incoming Calls = UNCHECKED
- Automatically connects agents to incoming calls
Logout All = UNCHECKED
Desktop Notification – Format Body to match: "Contact: {{name}} - {{caller_number}}"
Add the Contact's name using the name field in the drop down
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MAKING CALLS
This Section is hardly used at all, except for a setting that deals with wrap up panels, and the possibility of using a complicated Lambda function
Custom Do Not Call List - Do not Use
Outbound Lambda - Do Not Use
Enable Best Match = Unchecked
Used for Wrap Up Panels
PHONE BUTTONS
This section deals with the buttons and options available to agents in the softphone during a call.
Show the Transfer Button = UNCHECKED
This can be used for Cold Transfers. So you can cold transfer to specific agents, queues, or voice menus
Show the Add Button = CHECKED
Under "Add Options", remove the "Add Agent" and "Add Receiving Number" options
Show the Participants/Party button = CHECKED
Show the Hold button = CHECKED
Show the Dial Pad = CHECKED
Show the Caller Number = CHECKED
Show the Caller Name = CHECKED
Show Scoring = UNCHECKED
Show Recording Status = CHECKED
The ‘Red Dot’ on the top bar
Allow Agent to Toggle Recording Status = CHECKED
Click on the red dot to deactivate. This allows agents to turn off and on recording during lives calls when collecting confidential information, like credit card info.
Move the Not Available Status to the bottom of the list = CHECKED
Give agents the option to call or text = UNCHECKED
can be changed based on preference
Confirm Hangup Prompt = UNCHECKED
Country Selector = SKIP
Highlight Tag = SKIP
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PHONE SETTINGS
This determines what agents on this team will have access to in terms of phone settings, most of this section is not changed
Allow agents to customize their phone setting = CHECKED
Located in the top-right corner of the Softphone
Allow agents to use 'Receive Push Notifications' = CHECKED
Allow agents to disable WebRTC = UNCHECKED
Allow agents to set their own receiving number = UNCHECKED
Allow voicemail = CHECKED
Allow voicemail transcriptions = UNCHECKED (unless client requests)
Reset Agent Device on Logout = UNCHECKED
Show Active/Suggested Contacts = CHECKED (or UNCHECKED - doesn't really matter)
Allow agents to access contact list = CHECKED (or UNCHECKED - doesn't really matter)
WebRTC Settings Section = SKIP
Section contains very specific settings that are often not necessary for our clients
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CALL TRANSFERS
How transferring is handled
Hold & Transfer = CHECKED
For warm transferring, when the agent who transferred the call hangs up, automatically takes the call off hold
Recording = Leave as "Continue Recording"
When a call is transferred, it will keep recording
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MISSED CALL
Determines what should happen if the agents in the team do not pick up a call
Missed Call = Leave as "Keep Accepting"
Keeps the agent marked as available if the don’t pick up the phone
Agent Interaction = UNCHECKED
WRAP-UP FOR OUTBOUND -- SKIP (Unless client requests)
Wrap up Panels allow for a time after the end of a call (usually 15-60 seconds) for CSRs to complete actionables before their status becomes “available” again
See Wrap- Up Panels
WRAP-UP FOR INBOUND -- SKIP (Unless client requests)
See Wrap- Up Panels
ACCESSING CALLS
Likely the section that will be changed the most based on clients’ preferences, most of it deals with who has access to certain options during live calls and recordings.
Live Listen = Allow Anyone
Allows users to listen to a call currently going on in the Call Log
Can be useful for new employees to listen to calls for training
Some managers might not want to give that access to CSR
Recording Access = Allow Anyone
Allows users to listen to the recording for individual calls
Clicking on the headset will open up an audio bar that users can listen to the call on
Some managers might not want to give that access to CSRs
Barging = Allow Managers
Allows users to jump into a live call and kick out the agent currently on this call
Likely only want this available to managers, for when a call isnt going well
Coach/whisper to agent = Allow Managers
Allows a user to jump on a call where only the CSR (and not the customer) can hear them
Allows managers to walk CSRs through calls and give advice
Hangup calls = Allow Managers
Allows users to disconnect the call immediately
Allows managers to disconnect calls not going well
Change agent assignment = Allow Managers
Allow users to modify the agent who owns the call
Allow Account Administrators = CHECKED
Account Administrators not on this Team will have the same access
Account Administrators can listen to recordings, look at the dashboard
Restrict Account Administrators = UNCHECKED
MEMBERS
Click the "Edit Assigned Members" button and add all agents to the list (not managers)
Normal CSRs or Sales reps
Apply the appropriate Access Control Group for the team
Likely called “CSR” or similar, they might have none
Only allow team chat with members of this team = UNCHECKED
MANAGERS
Add all managers to the list
Likely Owners, Managers, Supervisors, Office Managers, etc.
Limit Access to Activities & Users = UNCHECKED
Apply the appropriate Access Control Group for managers as needed
Possibly the same “CSR”, might have a separate one for managers or none at all
Clicking a name will move it to the other side, once you’ve moved them all click “Save Changes”