How Do I Use Statuses and Handle Incoming Calls?
Introduction
This page explains how to work with the Native Voice channel as an agent, especially how native voice statuses work and facilitate an incoming call.
Status
When logging in and going to your dashboard, the first thing you may notice, is that there are additional status options available for voice: Active and Inactive. This simply means you are either available for new incoming phone calls, or you are unavailable for new phone calls. These new status are separate from the existing ones, because you may want to be offline for livechat, but available for phone calls, or online on the livechat, but unavailable for phone calls.
Incoming Calls
When no agent is logged in and active, incoming phone calls will go into the queue. The left number is the amount of incoming calls currently in the queue and the right number is the amount of agents who are available for new phone calls or are currently on the phone but could potentially receive incoming phone calls later.
When you switch your status to Active, the number on the right will change and you can receive a phone call. The banner with the phone call will stay on screen for 18 seconds and you can either accept, in which case a conversation screen will be opened and you will be connected with the customer, or you can decline.
If you have not chosen accept or decline within 18 seconds, it will automatically decline and the system will try to reroute the call to another agent. In the last case, the system assumes you are busy, your status will switch to ‘busy’ for 7 seconds so you can wrap anything you need to finish up and to make sure that it really does try to reroute it to someone else who is available. If no other agent is available, after those 7 seconds the phone call will be presented to you again. During this whole time, the customer has been listening to waiting music.
Please find below a video about the status use and the incoming calls.
Learn more
To learn more about operating the native voice channel, please view:
- How do i pick up, end and start a call?
- how do i operate internal and external collaboration calls?