IP Telephony
Omnichannel would not be complete without voice services. Therefore, VOIP technology can be used in mluvii just as easily as chat or email communication in a single user interface. IP telephony is used by mluvii to handle both inbound and outbound calls, and we are still working on expanding and improving it.
Incoming and outgoing calls can be found in the Operator section. The function is shown by the handset icon, which changes color from green to grey according to the availability of the channel.
IP telephony is one of the switchable functionalities, so if you are interested, please contact your sales representative or contact us via chat on our website.
In the following sections of this page, you will be introduced to the operation of IP Telephony in the operator environment:
Incoming call
The incoming call is displayed to the operator in a single queue next to the sidebar menu. This call is answered by the operator in the same way as an incoming chat by clicking on the Accept button that appears when you hover over the incoming call. The incoming call is marked with a telephone handset icon.
Call forwarding
Like any other channel, an incoming call can be forwarded to another operator. The forwarding can be done by clicking the forward button in the upper right corner of the operator window. The call can be forwarded to an individual operator or a group. It is also possible to write a note to the target operator within the redirect to let them know the reason for the call being redirected.
You can also use a conference call to transfer the call, where the operator makes sure that the colleague is available, then disconnects himself and leaves the colleague to deal with the client's request. Conference call functionality is not included in the basic license!
Forwarding can be done not only during an already-received call but also before the call is received.
When forwarding an ongoing call, the operator does not always have to forward it to other operators but can select an external phone by clicking the External Phone tab.
Here the operator has 2 options:
enter the phone number manually
search for and select a specific contact from the external contacts menu
More details on External Contacts can be found here.
Outgoing call
To initiate an outgoing call, the operator clicks on the Handset button in the top panel of the operator console. A telephone dial pad will then appear in the middle of the screen, where the operator enters the telephone number and dials the number using the green button below the dial pad.
Telephone operation
You'll see a "moving" phone bar whenever you initiate a new outgoing call from the app, or when you're on an ongoing call if you're switching to sections other than Operator.
If you are using our phone number and you are missing one of the preferences, please contact your sales representative or contact us via chat on our website.
At the bottom of the phone panel, the operator can select a phone number (in cases where multiple phone numbers are available). Phone numbers can also be linked to different tenants. Each of the tenants is always associated with a different phone number, i.e. by switching the phone number, the operator chooses which one will be used for the outgoing call. The number is displayed under the tenant name (caller ID).
You can turn on/off a voice notification indicating a ringtone while dialing a call. To close the dial pad, press the ESC button in the top right corner.
When you dial/receive a call, you will see information about the phone number you are calling and whether or not the client can currently hear you at the top of the phone panel.
You then have a choice of 2 basic situations that you may need during the call ->
mute microphone (the call continues, but the client cannot hear you),
hold call (The call continues, it is only on hold. The client hears the music on hold as if waiting for the operator to connect).
Next to the end button, there is an option to switch the keypad on the phone (in case you need to enter, for example, a call in the IVR).
Information during the session
The individual information associated with the call can be found on the screen in the space between the queue and the phone's anchored panel on the Client tab.
Client information
In the client information section, we see the data that is matched with our Contact directory. In cases where the automatic matching has not occurred, you can click the Contact directory button and add a contact from the address book (you will then be offered several options, including a percentage match with the contact), or create a new one. In both cases, it is then possible to edit (or add) individual data (e.g. add a second client's phone number or email).
Collaborators
In the Collaborators section, you have the option of using the (+ Invite) button to invite other colleagues to participate in the call with the client. In total, up to 5 operators and one client can participate in one call at the same time.
If you want to bring the associate into the current situation with the client, we recommend clicking on the put call on hold button (so the customer can hear you without music playing) and then inviting the associate. Only you can hear the co-worker, the client will hear you after you press the resume call button.
This is a switchable functionality, that's not a part of Lite licenses.
Parameters
In the parameters, we can see information about the ongoing call, such as the length of the call, the client's number, the number the client dialed, what option the client selected in the IVR (if the line has an IVR tree set up), etc.
Tags
As with all sessions, the operator can add tags. You can choose from the 5 most commonly used or search for a specific one.
Operator Notes
In this section, the operator enters the result of the phone call (which was previously preset by the tenant admin). So the operator just clicks the menu and selects one of the results.
He also can add a note to the given telephone session (this note is displayed to the next operator if the session is redirected and also after the end of it.).
Unlike text communication, where you can handle multiple sessions at once, phone calls can only handle 1 call at a time (regardless of whether it is incoming or outgoing). A phone call is treated similarly to an invitation or video call.
The green handset in the top panel of the operator console indicates that you are ready to make a call (incoming or outgoing). If your handset is grey, you are unable to initiate or receive any calls.
A description of phone settings in the mluvii environment can be found in the section For administrators.
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