UC+CC: Voice Interaction Use Cases

TABLE OF CONTENTS

• Voice Interaction Use Case 1--Call in Queue
• Voice Interaction Use Case 2--Call in Queue Exceeded Wait Time Threshold
• Voice Interaction Use Case 3--Agent Available to Take Call
• Voice Interaction Use Case 4--Interacting Within the Contact Center Workstream
• Voice Interaction Use Case 5--Interacting Outside the Contact Center Workstream

Voice Interaction Use Case 1--Call in Queue

When a call comes in and is placed in a queue to wait for an agent to respond, the Queues area changes to reflect the name of the queue, the number of interactions waiting in that queue, the number of agents assigned to that queue, and the number of agents available to take a call from the queue.

- Updated on December 12, 2023

Voice Interaction Use Case 2--Call in Queue Exceeded Wait Time Threshold

When a call in queue has exceeded the waiting time threshold set up for the queue in Contact Center Admin Portal, Wait Time changes to red, as does the Queues exceeding wait threshold. The screen also shows how many queues have exceeded the wait time threshold, the amount of time that the longest waiting queue has been on hold and its name.

Changing to the Exceeded only tab will filter queues by the ones that have exceeded the wait time threshold, with the ones that have been waiting the longest at the top of the list.

- Updated on December 12, 2023

Voice Interaction Use Case 3--Agent Available to Take Call

1. When a call comes in and the agent is available to take the call, the bar at the top of the screen changes to orange to signal to the agent that the incoming call is a Contact Center call.
   
    
2. When the agent answers the call, the orange bar changes to a softer shade of orange to indicate the agent is on a call.
   
    
3. If a queue has been set up to allow the agent to record a call, a Recbutton appears on the orange bar. The agent can then choose to turn on the recording.
   
    
4. Any information that exists pertaining the call is displayed in the Call detailstab.
   
    
5. You can enter Classificationdetails while on the call, or you can wait until the call completes to fill in the details.
   
    

TIP The bar at the bottom turns to blue only after all required information has been entered. If all the information is optional, the bar at the bottom turns to blue immediately after you disconnect the call. Otherwise, the bar will appear gray and remain gray until you have completed the required information.
Once the button turns blue, you can either click it to end the call and return to the Contact Center integrated screen with an Available status, or you can click the adjacent Expand button to return to the Contact Center integrated screen with a different status.

- Updated on December 12, 2023

Voice Interaction Use Case 4--Interacting Within the Contact Center Workstream

While on a Contact Center call, the agent can add other calls for conference calling, or transfer the call by pressing the buttons on the orange bar.

TIP Before making a call, from the Caller IDlist, choose the ID that should appear on the phone displays of customers called by the Agent.

  

1. Adding a call
   1. Press the button to add a call 
      
        

   2. Search for the Contact Center, IVR, Agent, or Company to add to the call 

      
        
      TIP You can click Cancel to abort and not add a call.
2. Transferring a Call
   1. Press the button to transfer the call 
      
        
   2. Search for the Contact Center, IVR, Agent, Queue, or Company to transfer the call to
   3. Select the destination. The screen changes to present options for making a Cold transfer or a Warm transfer 
      
            
      • If you select Cold transfer, click the Transfer and hang up button to transfer the call. The Contact Center call disconnects.
      • If you select Warm transfer, the button changes to Begin transfer. Click the button to dial the number to which you are transferring the call. When that number picks up, the call bar changes to show both calls, with the Contact Center call in a grey bar, and the second caller in an orange bar.
        
        You can interact with the second caller and also switch back to the original Contact Center call by clicking on the second caller in the orange bar to expand the first call in the grey bar and provide the opportunity to resume the first call.
        
        Once the first call has resumed, the second call will be put on hold and the agent will be able to talk to the original caller and access other available features.
        
        The agent will also be able to collapse the first call and expand the second call.
        
        

- Updated on December 12, 2023

Voice Interaction Use Case 5--Interacting Outside the Contact Center Workstream

While on a Contact Center call, the agent can interact with callers outside the Contact Center workstream.

1. Joining a meeting while on a Contact Center call
   When an Agent is in a Contact Center call, they can join one or more meetings, and their audio will be split among the various channels. However, the caller and the people in the meetings will not be able to hear each other. In order to have the Contact Center caller join a meeting, the Agent can use the Contact Center Conference feature, followed by the Keypadfeature to enter the meeting’s ID.
    
2. Chatting while on a Contact Center call
   The Agent can continue using Elevate Desktop as usual while on a Contact Center call. To chat with another person in the company, clicking the Chatbutton will not disconnect the Contact Center call.
   
    
3. Calling while on a Contact Center call
   The Agent can continue using Elevate Desktop as usual while on a Contact Center call. To make a call, clicking the Phonebutton will not disconnect the Contact Center call.
   
   Two bars appear at the top: the orange bar for the Contact Center workstream, and a blue bar for the call outside the Contact Center workstream. The Contact Center call automatically goes on hold.
   
    
   Note The two calls WILL NOT join. The caller on the Contact Center workstream call will have no awareness of the caller on the outside workstream, and vice versa. If you want to add a caller to the Contact Center workstream, you MUST use the buttons on the orange bar, as explained above.
    
   When you end the external call, the blue bar disappears, and bar appears gray to show the Contact Center call is on hold. Click the Resume button to return to the Contact Center call, or the Disconnect button to end the call.
   

- Updated on December 12, 2023