Call-Related Tasks

Change Your State

When you sign in to the Finesse desktop, your state is set to Not Ready by default. You can then set your state to Ready or choose from one of the configured Not Ready reason codes.

If you are in Ready state, you can set your state to Not Ready. While you are on a call, you can select a state to be applied when the call is complete.

If wrap-up state is enabled for you, when a call ends, you transition to Wrap-Up state. While in Wrap-Up state, you can complete any after call work. To end Wrap-Up state, you must select your new state (Ready or Not Ready) from the drop-down list or wait for the preconfigured timer to expire.

Procedure

Step 1

Click the drop-down arrow beside your current state.

Step 2

Select the appropriate state from the list.

Your agent state changes to reflect your choice. If you are on a call and select a state, Finesse shows your current state and the pending state to which you will transition when the call ends.

Make a Call

Your status must be Ready or Not Ready to make an outgoing call.

Procedure

Step 1

Click Make a New Call.

The panel expands to reveal the keypad and a list of phone contacts. Your administrator assigns phone contacts to you.

Step 2

Choose the contact from the list or enter the number you want to call into the dial pad.

Note 

Enter text in the search field to search the list of contacts. Select a contact to populate the dial pad with the phone number.

Step 3

Click Call.

Step 4

To end the call, click End.

Answer a Call

You must be in Ready state to be available for customer calls. When a call arrives at the desktop, your state automatically changes to Reserved. The call control area expands to show the call variables configured for your system.


Note

You can receive a call from another agent while you are in Not Ready state.

Procedure

Step 1

Click Answer.

Your state changes to Talking. You are connected to the caller.

Step 2

To end the call, click End.

Your state changes to Ready and you are available for the next incoming call.

If you want to be in Not Ready state when the call ends, you can click the drop-down arrow beside your state while you are on the call. You can choose Not Ready or Not Ready with the appropriate reason code. Your state changes to Talking->Not Ready (Pending). When the call ends, your state changes to Not Ready.

Answer a Direct Preview Outbound Call

A Direct Preview Outbound call allows you to view a customer's contact information before you choose to accept or decline the call.

Procedure

Step 1

Ensure your state is set to Ready. You must be in Ready state to receive a call.

When a Direct Preview Outbound call arrives at the desktop, your state changes to Reserved (Outbound). The Call Control gadget expands to show customer information.

Step 2

After you review the information, click Accept to accept the call or click Decline to decline the call.

If you accept the call, the system places the call to the customer directly from your phone.

If the attempt succeeds, you are connected to the customer. If the attempt fails, Finesse places you in Ready state.

If you decline the call, you must choose whether to reject or close the contact. If you click Reject, the contact remains in the campaign to be retried at a later time. If you click Close, the contact is closed for the duration of the campaign.

Reclassify a Direct Preview Outbound Call

The Reclassify button allows you to reclassify a Direct Preview Outbound call as Busy, Answering Machine, Fax, Invalid Number, or Voice. By default, a call is classified as Voice. This button is available after you accept the Direct Preview call and for the life of the call and while you are in the wrap-up state. You can reclassify a call multiple times.

Procedure

Step 1

Answer a Direct Preview Outbound call.

Step 2

Listen to the call. If you determine the number called is busy, an answering machine, a fax, or an invalid number, click Reclassify.

Step 3

Choose the appropriate option from the resulting drop-down list.

The icon on the Reclassify button changes to the icon for the selected option.
Step 4

To end the call, click End.

Schedule a Callback

If you are on an Outbound Dialer call and the customer wants to be called back at a later time, you can schedule a callback.

Procedure

Step 1

While you are on the call, click Callback.

The Callback dialog box appears. The Current Time field contains the current time in the customer's time zone (this field is read-only). The Phone Number field contains the phone number that was dialed for this call.

Step 2

If the customer prefers to be called back at a different phone number, enter the new phone number in the Phone Number field.

Step 3

In the Date and Time field, enter the date and time to call the customer. You can type the date and time in to the field or click the calendar icon to choose the date and time.

You must enter the time in the customer's location (not the time in your location).

To toggle between AM and PM, click the AM or PM button.

Note 

The time corresponds to the customer's time zone. Finesse uses the customer's area code to determine the time zone. A customer using a mobile phone may not be in the time zone that matches the area code of the phone. Therefore, you should confirm the time zone with the customer.

Step 4

Click Schedule.

A pop-up appears that confirms the callback has been scheduled.

Step 5

If you need to update the information after you schedule a callback, click Callback to re-open the Callback dialog box.

Step 6

Update the necessary fields and then click Update.

A dialog appears that confirms the callback has been updated.

Step 7

If you need to cancel the callback after you schedule it, click Callback to re-open the Callback dialog box.

Step 8

Click Cancel

A pop-up appears that confirms the callback has been canceled.

Initiate a Consult Call

You must be on an active call to initiate a consult call.

Procedure

Step 1

Click Consult.

The call control area expands to reveal the keypad and a list of contacts.

Step 2

Choose the contact you want to consult from the list of contacts or enter the number into the keypad.

Step 3

On the keypad, click Call.

The customer call is placed on hold. You are connected to the contact that you called.

Step 4

After you consult with the contact that you called, you can choose to end the consult call and retrieve the customer call, conference the customer into the consult call, or transfer the customer to the agent or supervisor that you consulted.

Option Description

To end the consult call and retrieve the customer call

Click End on the consult call and then click Retrieve on the customer call.

To place the other agent or supervisor on hold and go back to the customer

Click Retrieve on the customer call.

Click Retrieve on the consult call to place the customer on hold and go back to the other agent or supervisor.

To conference the customer into the consult call

Click Conference. If you want to leave the conference, click End.

To transfer the customer to the agent or supervisor you are consulting with

Click Transfer.

Send DTMF

Use the Send DTMF feature to send a string of dual-tone multifrequency (DTMF) digits during a call. For example, you can use this feature to interact with an interactive voice response (IVR) system to enter an account number or a password.


Note

You must be on an active call to use this feature.

Procedure

Step 1

Click the Keypad button.

The call control area expands to reveal the keypad.

Step 2

Click the appropriate buttons on the keypad to enter the DTMF digits.

You can send the following characters as part of a DTMF string:

  • 0-9

  • pound sign (#)

  • asterisk (*)

Note 

You must use the keypad to enter the digits. You cannot type the digits using your keyboard.

The corresponding characters appear in the text field above the keypad (this text field is read-only).

Step 3

Click the Keypad button again to close the keypad.

Apply Wrap-Up Reason

Wrap-up reasons can be applied on all Inbound calls routed to the Contact Center and on all the Contact Center triggered outbound campaign calls only. If you do not have any Wrap-Up Reasons assigned to you, you will not have this feature on your desktop. Your administrator creates and assigns Wrap-Up Reasons.


Note

Wrap-Up Reasons are set on per call basis. This means if you apply a wrap-up reason for a call, the same will be reflected on desktops of all other participants(agents) of the call.

To end Wrap-Up state, you can select your new state (Ready or Not Ready) from the drop-down list or wait for the preconfigured timer to expire.


Note

Once you enter a Wrap-Up state no further call updates will be made in the call control gadget. However, if you enter a wrap-up reason for the call while in wrap-up state, the call control gadget will be updated with the new wrap-up reason only; all other call information will remain as they were prior to entering the wrap-up state.


Note

If you are configured for wrap-up, you may enter Wrap-Up state after you transfer a call. However, the timer on the desktop does not display the wrap-up time.

If you are not configured for wrap-up, you cannot enter a wrap-up reason after you transfer a call. If you want to enter a wrap-up reason for a call you transfer, you must select the wrap-up reason while the call is in progress.

Procedure

Step 1

Click Wrap-Up Reason.

Step 2

Select the appropriate Wrap-Up reason from the drop-down list.

Step 3

Click Apply.

A green check mark appears next to the Apply button to indicate that Finesse successfully applied the Wrap-Up Reason.

Note 

You can change the wrap-up reason during the call. If you decide you want to use a different wrap-up reason, click the Wrap-Up Reason button again, select a new wrap-up reason, and click Apply.

Initiate a Direct Transfer Call

Before you begin

You must be on an active call to initiate a direct transfer of a call.

Procedure

Step 1

Click Direct Transfer.

The call control area expands to reveal the keypad and a list of contacts.

Step 2

Choose the contact you want to transfer the call from the list of contacts or enter the number into the keypad.

Step 3

On the keypad, click Call.

The customer call is transferred directly to another contact and the call ends for you.