Answering Calls

New incoming calls will cause the Call interface to pop up with details about the call, accompanied by a ringing sound to alert you and the options to Answer or Ignore the call at the bottom.

The Answer button also shows how long you have to answer the call.

If you select Answer you are instantly connected with the caller and a new ticket is created which will populate in the content panel of the Agent Interface.

See  Call Controls for information on call controls you have during the call.

If you select Ignore, the call interface closes and stops ringing for you.

If the User rang through to a particular call queue, when you ignore the call it will continue to ring the other available Agents in that queue before going to voicemail if nobody else is available or picks up.

Caller Information

If you already have a User's contact number saved within the Contact Information section of their CRM profile, the system will recognize that this is a known User and the top half of the call interface will be populated with the caller's details. These include:

• Caller number

• Avatar

• Name

• Email address

• Duration of time caller has been waiting

• Call journey

If the same number has been saved to multiple CRM profiles, each User will be listed as the potential caller, giving you some indication of who you may speak to once you answer the call.

When you answer the call the User who has most recently rung the helpdesk using the number will be assigned to the generated Ticket.

Using the Change User option on the Ticket, you can accurately set record who contacted the helpdesk.

See Call Controls for more information on changing the Ticket User during a call.

Unknown Callers

If the number that the User is calling from is not saved anywhere in the CRM, then only the limited available information will be shown.

This is what the helpdesk shows when an unknown User calls from an Agent's view:

Call Routing

When you are receiving a call, the green bar in the middle of the call interface will let you know if the caller has rung a Queue or you directly.

Alternatively, if another Agent has been handling the call, whether they are inviting you to join or transferring you the call.

There are three different Call Routing options that your Admins may have set up for your Call Queue. These affect the distribution of calls across Agents in a particular Call Queue:

• Round Robin - Balances calls so no single Agent handles more or less than any other Agent.

• Least Utilized - Calls will be routed to Agents in the queue who have handled the fewest calls.

• Simulring - An inbound call to the queue will ring all available Agents simultaneously. The first Agent to answer will handle the call.