Contactual CTI Connect for Salesforce CRM - Packet8

Transcription

C ONTACTUAL
A GENT U SER G UIDE
CTI C ONNECT FOR S ALESFORCE CRM
V E R SI O N
PROPRIETARY
6.6
AND CONFIDENTIAL
8x8, Inc
Agent User Guide - Contactual CTI Connect for Salesforce CRM
Contents
ABOUT THE AGENT GUIDE ................................................................................................................. 3
AUDIENCE ................................................................................................................................................ 3
SKILLS REQUIRED ....................................................................................................................................... 3
CONVENTIONS .......................................................................................................................................... 3
PREREQUISITES ......................................................................................................................................... 4
TAKING CALLS .................................................................................................................................... 5
CALL OPTIONS .................................................................................................................................... 8
REJECT CALL ............................................................................................................................................. 9
CALL ON HOLD .......................................................................................................................................... 9
CALL TRANSFER ....................................................................................................................................... 11
CONFERENCE .......................................................................................................................................... 14
NEW LINE .............................................................................................................................................. 16
AGENT STATUS CODES ..................................................................................................................... 19
REPORTING & UPDATING CALL LOGS ............................................................................................... 22
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About the Agent Guide
Contactual provides pre-packaged CTI api based integration with Salesforce CRM. This is
offered under the name of “Contactual CTI Connect for Salesforce CRM”*.
This Contactual CTI Connect User Guide contains instructions on call handling and the
various options available when a call is answered, and logs and reports of calls made using
this Contactual integration with Salesforce CRM.
Audience
This guide is for the agents using the Contactual CTI Connect for Salesforce CRM
Integration, which is also referred to as “Contactual” in this guide.
Skills Required
The person administering and configuring the application should have:
 Knowledge of Windows
 Knowledge of Contactual OnDemand Contact Center (OCC)
 Knowledge of basic call center & telephony functionality
 Knowledge of Salesforce CRM
The agent/users of this integrated application combination should have
 Some knowledge of Contactual OnDemand Contact Center (OCC)
 Some knowledge of basic call center & telephony functionality
 Knowledge of Salesforce CRM
Conventions
Table 1 defines notice icons used in this guide and Table 2 defines text conventions used
throughout the book.
Table 1
Icons
Table 2
Convention
If the text is in
Bold Typeface
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Notice Icons
Meaning
Informational
Note
Caution
Description
Indicates important features or
instructions
Indicates that you may risk losing data
or damaging your hardware
Text Conventions
Description
Indicates buttons, field names,
dialog boxes, and other user
interface elements
Example
In the Confirm
Installation screen,
click Next.
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Prerequisites
1. The Contactual CTI Connect software must be successfully installed on each Agent
computer and the shortcut to this integration should be available on the desktop or
listed in your computer programs.
2. This Contactual CTI Connect installation and configuration tasks are done by your
Salesforce.com system administrator. A separately available Contactual CTI
Connect Installation Manual covers these steps.
Notes:
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•
This Contactual CTI Connect software is also sometimes shown as “SalesforceCTI” or
“Salesforce.com Call Center Adapter” in the screen shots that follow.
•
Hard phone or soft phone configuration specifics and software may also add steps to
your use of the Contactual CTI Connect for Salesforce CRM. Example: if a separate
softphone is a part of your configuration, agents may also need to logon to this
application prior to logging on to Salesforce and Contactual prior to call handling.
•
For optimal call queue handling and reporting, Contactual recommends each Call
Center agent profile’s phone number is set to their Contactual username. This
setting will automatically route calls, based on agent status, to available agents. Call
handling (in and out bound) will then be conducted via the Contactual user interface
inside the Salesforce browser window and keypad, etc.
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Taking Calls
To start handling calls - follow the steps.
1. Double click on the Salesforce CTI icon on the agent desktop – to activate the
Contactual CTI Connect Integration. (or select from your computer Programs listing)
2. The Contactual Integration should now be available in the system tray.
•
When you hover over this icon – it will display Salesforce.com Call Center Adapter, as shown.
3. Open a browser window to the url to login to your Salesforce CRM.
The Contactual CTI Connect application currently works only on two browsers,
Internet Explorer and Mozilla Firefox.
4. Enter your Salesforce CRM User Name and Password. Click Login.
5. Once inside the Salesforce application you will automatically be prompted to enter
your Contactual Agent ID and Password to login.
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Enter only the Contactual Agent ID; no domain is required.
6. Contactual initial status is shown with the agent status Take Break.
However, an agent can also be logged in with Available status. This happens when
an agent first logs in with the status Take Break and then changes the status to
Available. A second agent uses the same user ID and password and logs in to get
the status Available. The original agent is automatically logged out.
The agent status codes displayed are dealt with in a separate section titled Agent
Status.
7. Select the status Available from the dropdown menu.
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8. Contactual is now ready to make and receive calls.
This integration does not support external direct inbound agent access calling.
9. To make an outbound call, Click on Line1 link and enter the number in the box. Click
Dial.
10. Or make an outbound call by selecting numbers from the number pad highlighted.
Then click Dial.
11. A third method of making an outbound call is to click on the Search icon highlighted
in red as shown. In the pop up Search window, use the Pick an object dropdown
menu highlighted in green as shown, to select the type of contact to make an
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outbound call. Enter the search string in the Search field highlighted in red. Click Go
to populate the search results. From the results populated, click on any Phone to
make the outbound call.
12. When the call is answered, the application gives options like Hold, Transfer,
Conference, New Line, Create Contact, Create Account, and Create Case. An End
call button is also available to end a call.
Call Options
When an agent gets an inbound call or makes an outbound call, there are various options
available for the agent to handle the call. The agent can simply speak, complete the call, and
hang up. The agent can also
•
•
•
•
•
•
•
•
reject a call without answering
put the call on hold
transfer the call to another agent or a customer
conference the call with other agents or a customer
create a new contact while on the call
create a new account while on the call
create a new case while on the call
make a call on another line
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Reject Call
An agent can reject an incoming call by simply clicking the Reject button as highlighted. The
Agent Status changes to Work Offline when a call is rejected.
The other options available to an agent can be exercised by following the steps listed.
Follow the same procedure to exercise the options whether the call is inbound or
outbound. The screenshots shown pertain to an outbound call.
Call on Hold
1. The options available to the agent are displayed as highlighted when the call is
answered.
2. Click Hold as highlighted to put the call on hold.
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3. The call is now put on hold, with a button to Retrieve From Hold as highlighted in
red. Three other options are also provided to Create Contact, Create Account, and
Create Case, as highlighted in black.
4. With the call on hold, click Create Contact. The Contact Edit pane opens as the
application now self-navigates to the Contacts tab. Enter details in the fields and
click Save. This saves the contact.
For an inbound call from customer you can get the Phone number field prepopulated with customer number.
5. Click Retrieve From Hold. The contact details entered while the call was on hold is
retained in the Contact pane on the right. The Current Call Log section highlighted in
red shows the Contact automatically related to the call.
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6. Continue with the retrieved call and click the End Call button to terminate the call.
Follow Steps 1 through 6 to exercise the options Create Account or Create Case
while the call is put on hold.
Call Transfer
answered.
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2. Click Transfer as highlighted to transfer the call.
3. This opens up three buttons and the number pad as highlighted. The three buttons
are Initiate Transfer and One-Step Transfer, both located above the number pad,
and Cancel Transfer located below the number pad.
4. Call transfers are of two types; the transfer procedures for both types are common.
The two types of transfer and the buttons to be clicked are listed here:
a. Click the green Initiate Transfer button if you have to speak to the transferee
(another agent or a supervisor) before putting the transfer through. This will
enable you to fill in the agent with a few details of the contact, account, or the
case corresponding to the call. This also enables you to make sure that the
telephone where the call is transferred to is not busy; is not on an answering
machine; or is not in fax mode. This is also known as Consult Transfer. The
caller will be on hold till you click Complete Transfer.
b. Click the orange One-Step Transfer button to transfer the call directly to the
transferee. You can just transfer the call to the transferee without waiting to
check whether the transferee’s telephone is busy, on an answering machine,
or in fax mode. This is also known as Blind Transfer.
A transfer to another agent can also be completed without waiting for an answer. You
can click the Complete Transfer button as soon as the other agent’s phone starts
ringing. This is treated as a Blind Transfer. This is also applicable when another party
is brought into conferencing.
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Both types of transfers can be accomplished in three different methods and are listed
from Step 5 onwards.
5. Type the agent name (domain name not required)/number to which the call is to be
transferred in the highlighted field. Click either Initiate Transfer or One-Step
Transfer, as required, to transfer the call.
6. Use the number pad, highlighted in red, to click the telephone number of the
transferee. Click either Initiate Transfer or One-Step Transfer, as required, to
transfer the call.
7. Click the Search icon as highlighted.
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8. In the Search window that pops up, select the type of contact from the Pick an object
dropdown menu or enter a Search string in the box provided. Click Go. The entries
that match the search string are populated as displayed. Click on the desired entry in
the Phone column to select the telephone to which the transfer is to be affected.
When you are navigated to the main screen after the selection, click either Initiate
Transfer or One-Step Transfer, as required, to transfer the call.
Conference
You can conference with a third party when you are on a call, whether inbound or outbound.
Follow the steps listed to conference calls.
answered.
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2. Click Conference as highlighted.
3. The message Enter phone number to conference appears. Either enter the phone
number/agent name, use the number pad to dial the phone number, or click
Search to select the phone number you want to conference with. Click the highlighted
Initiate Conference button to initiate the conference with other agent (third party).
The caller will be put on hold till you complete conference with the third party. If you
click End Call button, before completing the conference, the initiated conference gets
cancelled and you need to retrieve the call by clicking Retrieve button.
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4. When the third party to the conference answers the call, click the Complete
Conference button. This commences the conference between the caller, the called
party, and the invitee to the conference.
5. The conference is shown as highlighted. To end the call, click the End Call button.
The call will continue between the called party and the third party to the conference;
only the caller will be out of the call.
At any time during the conference, any of the three parties can disconnect the call. The
call will continue between the other two parties.
When an agent is already on a call with another agent on Line1 and with a customer on
Line2, these two calls cannot be merged into a conference. The agent has to disconnect
the call with the other agent and conference the agent afresh by calling him again.
New Line
You can make a new call when you are already on a call. You can toggle between these two
calls; however only one call is live at a time, with the other being on hold. You can toggle
between the calls, putting one call on hold and keeping one active at any time. Follow the
steps listed to use the New Call facility.
answered.
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2. Click New Line as highlighted.
3. The progress of the first call is shown in the Duration field, highlighted in green. The
number pad opens again with a box to Enter phone number to dial… To make a
call on the new line (the second call), enter a telephone number/agent ID to dial
another call on the new line; use the number pad to click the telephone number; or
click the Search icon and select a number from the pop up .
4. The live call is immediately put on hold as highlighted in green. The second call is the
live call as highlighted in red. You can retrieve the first call from hold by putting the
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second call on hold. It is possible to toggle between calls; only one call is live at a
time and the other is on hold.
Create Contact, Account, and Case
answered.
2. When the call is live (active/on hold), you can Create Contact, Create Account, or
Create Case. These options are highlighted in red.
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3. Click Create Contact. Enter the contact details in the contact pane on the right and
click Save. This will create a contact to be associated with the call. When the call is
terminated, the Last Calls log displays the new contact created in Name field, as
highlighted in red.
Follow Steps 1 through 3 to exercise the options Create Account or Create Case.
Agent Status Codes
Agent status codes are displayed in the softphone dropdown at login, during an inbound call,
and during an outbound call. These status options also differ depending on whether the call is
from/to another agent or from/to a customer.
The status options at various stages are detailed below.
When using Internet Explorer, the status codes and transaction codes which are
lengthy will be displayed in part, due to field length restrictions. However, they are
displayed in full when using Mozilla Firefox.
On Login
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Status
Description
Available
Can take inbound calls from agent/customer ; can make
outbound calls to agent/customer
Take Break
Agent stays logged in, but no call-related activity possible
Work Offline
Can take an inbound agent call and make an outbound
call; cannot take a customer call
Log Out
Agent gets logged out and no activity is possible until
fresh log in and status change.
The status codes that can be used for an agent are Available, Take Break, and Work
Offline.
A maximum of 3 status codes will be displayed.
During an Outbound Call
Status
Description
Available
Can take inbound calls from agent/customer; can make
outbound calls to agent/customer in this status
Take Break
Agent stays logged in, allowed to end the current call; no
further call-related activity possible till status change is
made
Work Offline
Can continue on this call; also take another inbound
agent call. Can make an outbound call
Trans Codes
Up to twenty transaction codes can be configured by the
admin and any of these can be selected by the agent;
sample transaction codes are Trans code – sales, Trans
code – Call Back, Trans code – Closed sale
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During an Inbound Call from an Agent
Status
Available
Description
Can take inbound calls from agent/customer; can make
outbound calls to agent/customer in this status
Take Break
Agent stays logged in, but no other call-related activity
possible
Work Offline
Can take/make an inbound call from/to an agent, can
make an outbound call to another agent/customer
When an agent is on a call from another agent, the status of these two agents is not
visible to other agents. Hence, the other agents can make a call to any of these
agents. The call, however, gets disconnected since the line is busy as the agent is
already on a call with another agent.
During an Inbound Call from a Customer
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Status
Description
On a Call
Allowed to conference with an agent/outbound customer
Trans Codes
Up to twenty transaction codes can be configured by the
admin and any of these can be selected by the agent;
sample transaction codes are Trans code – sales, Trans
code – Call Back, Trans code – Closed sale
Wrap Up
This status cannot be
chosen by the agent; the
agent automatically goes
into this status as soon
as a customer call is
completed
Allowed to select any of the transaction codes from the
dropdown menu; cannot make any calls in this status, but
can receive calls if no other calls are currently live
When there is an inbound call from a customer and an agent in Available status does
not answer, the call is returned to the call queue and been offered to the next
available agent and the first agent’s status is reverted to Take Break.
Reporting & Updating Call Logs
When a call is in progress, the agent has the Last Call log on display in the left pane. The
Last Call log displays the date and time of the call in the Subject field, the Related to field,
and the Comments field. The agent making the outbound call can relate the call to any
Contact /Case/Account and enter comments in the Comments field.
The Last Call log and the My Calls Today are displayed only after the agent has
either answered an inbound call or an outbound call made by the agent is answered.
1. The last calls are also displayed in the highlighted Last Calls section of the left pane.
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2. Click on Subject to edit a specific call. The details of the call are displayed as shown
in the Task section of the window in green on the right.
3. Click Edit in the Task section to make changes to the call details as displayed.
4. Make changes to any of the displayed fields. You can also enter comments for this
call. Click Save to save the changes.
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You can also enter comments in the Last Calls section for a call. Click Edit in the
Last Call section to edit Comments /Name (Select contact names from the list if there
are multiple names). Click Save to save the data or click Cancel to cancel editing.
Follow the steps listed to relate a contact name to an outbound call using the Related To
field.
1. Enter a number in the highlighted field. Click Dial to make the call.
2. When the call is answered, the Current Call Log is displayed as highlighted in red.
Click the Contacts tab highlighted in green to relate this call to a specific contact
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3. The contacts configured to the dialed number are displayed. Click on a contact to
relate the call.
4. The selected contact is displayed in the Name field as highlighted; the Contact
Details of the selected contact is populated in the right pane.
The contacts can be related not only to the Current Call Log; they can also be related
to the calls displayed in the Last Calls section below the Current Call Log.
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You can also relate Cases, Accounts, or other call-related attributes to a call. Follow
the steps as listed above and click on the relevant tab.
You can also click the highlighted more (right arrow) tab to populate some other
attributes that you can relate and select the required attribute.
The Inbound call can also be related to a Contact Name/Case/Account number in the same
way as above.
If there is no contact saved for a number from which an incoming call is received, you
can relate the call to any Contact or Case or Account by opening the
Contact/Case/Account page. Click on Related To field in the Last Call section for the
corresponding call; then click on the selected contact/case/account from the page to
relate to a call.
For an inbound call, you can also relate the call to a contact by clicking on the
‘Contacts’ list appearing in Contactual UI as highlighted below.
Use the My Calls Today link to take a detailed look at calls made on the current date. Follow
the steps detailed to configure and use My Calls Today.
1. Click on the My Calls Today link in the left pane, highlighted in red.
2. Click Customize button as highlighted to customize the report.
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3. Select any checkbox in the Activity Information section to form part of your report.
You can also select all or deselect all by clicking on one of the Select All | Deselect
All links in the right pane highlighted in red. Click Run Report to see the report.
4. Let us select 3 fields Created by, Comments, and Mailing Address. .The three new
columns added using the Customize button, Created By, Comments, and Mailing
Address are shown highlighted in red.
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More columns can be selected to form part of the reports are available in the
Contact:Address and the Contact:Ph/Fax/Email sections below the Activity
Information section. You can take reports by selecting/deselecting these criteria also.
1. The report with all columns selected is shown.
2. Various Report Options are also available for selection. Just select the options from
the dropdown menu of each filter criterion and click Run Report to display the report.
3. You can also schedule to run the report for a future date and time. Select the second
option from the Run Report dropdown menu, Schedule Future Run, as highlighted.
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4. The Report Name is defaulted in the Report Name field. Enter a description for the
report in the Report Description field. Enter the Report Unique Name (refer note
after this step). Select the Namespace Prefix Report Folder from the dropdown
menu. Click Save & Continue to Schedule.
The Report Unique Name is a unique name used by the API and managed
packages. The name must begin with a letter and use only alphanumeric characters
and underscores. The name should not end with an underscore or have two
consecutive underscores.
5. Click the Search icon, highlighted in red, and select the Running User. Select the
email addresses to whom the report is to be mailed by clicking the button alongside
Email Report highlighted in green.
6. Selecting To me and/or others opens a window to configure email addresses to
whom the mail will be sent. Select the group from the Search dropdown menu or
enter a name in the Find field to locate an email id. Select the names from the Select
From box and click the Add icon to add the selected name to the Send Email To
box.
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You can also deselect an added mail recipient by selecting from the Send Email To
box and clicking the Remove icon.
7. Select the appropriate Frequency button. Select either the Every weekday or Every
day button from the box alongside. Enter the Start and End dates and select the
Preferred Start Time from the dropdown menu.
Exact start time will depend on job queue activity.
8. Click Save Report Schedule. Your report will be generated as scheduled.
© 2011 Contactual Inc | Now part of 8x8, Inc. - 810, W. Maude Avenue, Sunnyvale, CA - 94085 - USA
www.8x8.com/contactual Sales: 1-877-725-2621 Support: 1-866-975-2273 [email protected]

Contactual CTI Connect for Salesforce CRM - Packet8

Transcription

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