Part 3. Infoline

Introduction#

In this section, you will get acquainted with the infoline module. The infoline allows handling incoming calls. The key to effective infoline operation is its proper configuration according to your needs.

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Simplified call handling process#

• The customer calls the company phone number connected to Thulium.
• The call goes to an IVR, where the customer can select the topic of the call.
• After making a selection, the call is directed to the appropriate queue.
• In the queue, the system queues people waiting to speak with a consultant. The queue can be handled by many consultants with different priorities.
• If all agents are busy, the customer hears a message along with information about their position in the queue, which helps maintain the customer's attention on the infoline.
• While waiting in the queue, the customer may receive information that, for example, if they abandon the call, they will receive a callback.
• If more than one agent is available, the system behaves according to the selected call distribution policy. For example, it directs the call to the longest-available consultant.

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Step by step#

At this stage, we want to present you the logic of operation. We will help you prepare the configuration once you get to know our system a little better.

Get to know our IVR#

IVR (Interactive Voice Response) is a voice menu function that allows the customer to indicate the topic or department they want to connect to by pressing keys on their phone, automatically transferring the customer to the appropriate place.

1. At the start, you have a pre-configured simple IVR tree (and related queues). You can see it by selecting Administration tab under Telecommunications → IVR tree.

2. Your tree operates according to one of the most popular schemes among our clients:

• IVR checks in branch 1 whether the call arrives during business hours or outside. The working hours scheme Standard is used, which assumes work on weekdays from 08:00 to 20:00.
• During business hours, the call goes to branch 2, where messages from branches 2-c1, 2-c2, and 2-c3 are played in sequence. The first message is a greeting. The second informs about the possibility to press the digit 1 to connect with a consultant. The third is our invitation to contact us in case of problems with the IVR tree.
• In the next branch, there is a Switch to queue action that causes the choice 1 to direct the call to the Infoline queue. For everything to work properly, the queue must have assigned agents.
• If the call reaches the infoline outside business hours or on special days, it is switched to branch 3, where the call is disconnected using the Disconnect action.

3. Remember, this is only a preliminary IVR Tree to help you get to know our system. You can adjust its shape, messages, and working hours to your needs.

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Assign agents to infoline queues#

We have created one queue for you, to which you can assign agents.

1. From the Administration tab under Infoline select Queues.

2. Then enter the Infoline queue.

3. In the Assigned agents section click , select agents by marking the appropriate checkboxes.

• Note that next to each assigned agent, you can enter a priority.
• Using this parameter, you can manage the order of service, creating, for example, first and second lines of support.
• People who handle all matters in this queue should have priority 0.
• People to whom we want to direct calls in the second order (when first line agents are busy) can have a higher value of this parameter.

• Confirm the changes with the button.

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Make a call#

You now have a ready IVR and a queue with assigned agents. It's time for you to call your Infoline.

1. After logging in, start the Web Softphone and change your status to Available to receive calls.

2. In the Administration tab under Telecommunications select Forwardings.

3. Check your phone number and call it. Notice that calls are forwarded to the IVR, which you learned about earlier.

4. If you call from the number you provided during registration, the system should identify it - when the call is offered, a Web Softphone window identifying the client will appear in the upper right corner (remember to set the Available status in the system).

5. Now just click the link there and after a moment you will be transferred to the Customer Card.

6. Within the infoline, you can use the callback function.

• The callback function calls back customers whose calls were not answered (abandoned or abandoned after selection).
• It can call back those who expressed such a wish or all who called and decided not to wait.
• Callbacks allow you to ensure that really all customers are served.
• By taking the burden of contact off the customer and handling it yourself, you build the image of a customer-friendly company.

Next Part 4. E-mail