Table of Contents

Prerequisites

Please make sure that you are connected to a queue and an active phone line and change your status to Available. See https://seamlessinsure.atlassian.net/wiki/spaces/SHC/pages/8292102/Call+Center#Be-ready-to-receive-calls-or-make-outgoing-calls

Receive an incoming call

When customers dial in your call center’s phone line (see Phone Lines), they will hear a voice recording to instruct them to press which key number so that their call can be rerouted to the corresponding department (see Phone IVR). Depending on Routing strategy (see Phone Queues), you might receive the call.

The call popup will be displayed when system routes the call to you. The information and functions on call popup will be varied correspondingly to the status of the call.

When you first see there is an incoming call reaching you:

If you accept the call by clicking Call button , the conversation between you and your customer starts:

During the conversation with customer, you can add a note by clicking on Notes button or temporarily mute your microphone by clicking on Microphone button or unmute your call by clicking on Microphone button :

After the customer or you hangs up the call by clicking Hang up button , you will see the Call button to recall the customer: