Part 3. Infoline
In this part you will get to know our infoline.
The infoline allows you to handle incoming calls. The key to the effective operation of the infoline is the appropriate configuration. At this stage we'll aquaint you with the basics. We will help you with the final setup you once know our system better.
Did you know...
Our infoline is a set of many functionalities which allow you to effectively handle incoming calls from your customers.
The simplified call handling process looks like this:
The customer calls the company's telephone number. The connection goes to the IVR where the customers select the type of query they are calling with. Then the connection is directed to the appropriate queue. In the queue the system creates a hierarchy of callers waiting for a connection with the free agent.
Multiple agents can take care of the queue. If all are busy the customer hears a message along with information about the place occupied in the queue. This decreases the probability of customer disconnecting. If more than one agent is free, the system will act in keeping with the selected call distribution policy. For example, it will route the call to the consultant who has been free for the longest time period.
Step 1: Explore our IVR
IVR (Interactive Voice Response) is a voice menu which allows the customers to select the type of the query or the name of a department so they could automatically switched to the right place.
Did you know...
Our IVR can also perform more advanced actions, for example: direct call to the different queues or agents, depending on specific criteria or information stored in customer profile. The system can take into account: work hours, number of available agents, assigned account manager and it can even identify the customer on the basis of any numerical value placed in the customer profile.
A simple IVR tree with related queues was configured for you at the start. If you want to see it select Administration → Telecommunication → IVR tree.
Your tree works according to the most popular scenario used by our customers:
IVR checks if the customer is calling during work hours. The “Standard” schema of work hours are used here, which assume that the work is taking place on weekdays from 8 AM CET-8 PM CET.
During work hours the connection goes to branch 2, where the recordings from branches c1, c2, and c3 are played in succession. The first recording is the Greeting. The second contains information about pressing 1 to connect with a consultant. The third recording contains our invitation to contact us if you don't know what to do next :)
In the next branch pressing 1 means that the call is directed to the queue “Infoline”. The queue has to contain assigned consultants to work properly.
If the call reaches helpline outside work hours it is directed to the branch number 3, where the appropriate informational message can be heard. Then the call will be disconnected.
Remember that it is only a simple ivr tree to help you get to know our system. You will tailor its structure, recordings and work hours to your needs.
During the test period we can prepare you up to 6 free recordings. We encourage you to use this option when your IVR will reflect your business process.
Recording should be prepared in wav format.
Step 2: Assign agents to the infoline queues
We prepared for you one queue to which you can assign agents. From Administration tab select Agents and queues → Queues, then go to the "Infoline" queue.
In the part Assigned agents click .
Check the revelant boxes and save the changes. Notice that next to each assigned agent there is a possibility to enter a priority. Using this function you can manage the order of handling by creating, for example, first and second support line. People who primarily deal with handling cases in this queue should have the priority 0. People from the second support line should have the higher value of this parameter (for example 1).
Step 3: Make a call
An IVR and a queue with assigned agents have been prepared for you. Time to call to your infoline. Log in to Thulium Agent application and change your status to “Free” to be able to receive calls.
In Administration tab select Telecommunication → Forwardings.
Check your phone number and call it - it would best to use the number which you entered during registration. Notice that your calls are forwarded to IVR - you know how it functions now so you should know what to expect :)
If you call from the number that you entered during registration the system should identify you - when you receive the call a window identifying the customer will appear in the bottom right corner (remember to set the status to “free” in Thulium Agent). Now click on the link and you will be transferred to the customer profile.
In the system we also have the Callback functionality.
This functionality calls back to the customers whose calls haven’t been answered. It can call back to people who ordered this service or didn't decide to wait for a free consultant. You can also define the order of making callbacks.
Callbacks will help you make sure that all customers received help. Taking the pressure of contact off the customer’s shoulders and putting it on your company builds its image as a customer-friendly entity.
Part 3. Infoline