Making the First Call

Context

Before making a call, you need to understand and configure the following:

• Agent: Subject who handles call businesses. An agent has a unique agent ID. The agent can sign in to the Customer Service Cloud to handle businesses only after the agent ID is associated with a business account and skill queues.
• Business account: Enterprise employee account. You need to configure basic information, including the name, gender, department, and phone number.
• Skill queue: A group of agents who handle problems of the same type or answer questions of the same type. Agents are classified into the voice, multimedia, video, voice click-to-dial, and video click-to-dial types, which are used to handle different problems.
• Called party route: Routing policy for allocating inbound calls to agents in a specified skill queue.

The following figure shows the process of configuring call businesses.

Figure 1 Process of configuring call businesses

Procedure

1. Sign in to the Customer Service Cloud home page as a tenant administrator.
   Figure 2 CEC home page
   

2. Create a business account.
   1. Choose Configuration Center > Employee Center > Employee. The employee management page is displayed.
   2. Choose DefaultOU on the left and click New on the right. The Add Employee page is displayed.
      Figure 3 Adding an employee
      
   3. Configure basic employee information, as shown in Figure 4.
      Figure 4 Basic Info page
      

      Note the following:

      • The account name must be globally unique. If an error message is displayed when you go to the next step using an account name, change the account name. A prefix of the company ID is recommended for uniqueness purposes.
      • The new password and confirm password must meet the following complexity requirements:
        • The passwords must contain at least eight characters.
        • The passwords must contain at least one uppercase letter, one lowercase letter, one digit, and one special character.
        • The passwords cannot be the same as account names or account names in reverse order.

        You can view more password complexity requirements on the Configuration Center > Employee Center > Account And Password Rule page.

   4. Click Next and configure role information.
   5. Click Add, configure agent role functions, and click Save, as shown in Figure 5.
      Figure 5 Adding roles
      
   6. Click Next and configure manager information.
   7. Click Finish. You do not need to set the manager.

3. Associate the business account with an agent ID and a skill queue.
   1. Choose Configuration Center > Employee Center > Agent Management. The tenant space is in initialized state, and agent IDs are not associated with business accounts.
      Figure 6 Agent Management page
      
   2. Select an agent ID and click Configure. The AGENT INFO CONFIGURATION page is displayed.

      The tenant space is in initialized state. Agent ID, agent type, and skill queue information has been allocated and associated based on the agent resources applied for the tenant space, as shown in the following figure.

      Figure 7 Configuring agent information
      
   3. Click corresponding to Account, select the business account that you have added in 2, and click OK.
   4. Click Submit to save the agent configuration.

4. Choose Configuration Center > Access Configuration > Called Route, click New, add the target skill queue for the called number, and click Complete.
   Figure 8 Adding a called route
   

5. Sign in to the Customer Service Cloud as an agent.
   1. Enter the account and password created in 2 and click Sign In.
   2. During the first sign-in, change the password as prompted and click Confirm.
      Figure 9 Changing the password
      
   3. After the password is changed, use the account and new password to sign in to the CEC. After the sign-in, you are in the offline state and cannot answer inbound calls.

6. After successful sign-in, make the first call.

   You can use the OpenEye, WebRTC, or app to make a call. For details, see Using the OpenEye to Make a Call, Using the WebRTC to Make a Call, and Using the App to Make a Call.

   • OpenEye: The OpenEye is a multimedia soft terminal that can work with the Customer Service Cloud to provide call businesses. Download and install the OpenEye, configure the registration server information, and log in to the OpenEye using an agent account.
   • WebRTC: The web real-time communication (WebRTC) uses a web browser to transmit texts, files, videos, and voices in real time. The WebRTC feature supports voice and video calls. Contact the system administrator to enable the WebRTC feature.
   • App: The app is a multimedia terminal application that can work with the CEC to provide call businesses, text chat services, and interconnection with WeChat official accounts and web systems. To download the app, contact operations personnel to obtain the installation package.

Using the OpenEye to Make a Call

1. Choose Configuration Center > System Management > Agent Information to view the softphone number of the current agent and registration server address.
   Figure 10 Agent Information page
   

2. Click Reset Softphone Password, set the new softphone password, and click Complete.
   NOTICE:

   If the password is not reset, the account may be stolen. Therefore, reset the softphone password promptly.

3. Install and configure the OpenEye.
   1. Click Download OpenEye to download the OpenEye as prompted.
      Figure 11 Downloading the OpenEye
      
   2. Decompress the openEye.zip package on the local PC and double-click OpenEyeSetup.exe to install the OpenEye.

      Install the softphone software as prompted. Simplified Chinese is recommended.

      Figure 12 Installation language
      
   3. After the installation is complete, start the OpenEye. Click . The Settings page is displayed.

      

   4. On the Server page, configure server information.
      • Single mode: If the call center does not support pool networking, configure server information by referring to Figure 13.
        Figure 13 Single mode
        
      • Pool mode: If the call center support pool networking, configure server information by referring to Figure 14.
        Figure 14 Pool mode
        
   5. Click OK to return to the login page. Enter the softphone number and the new password on the agent information page to log in to the OpenEye.

      

      NOTE:

      Each agent has only one softphone number and can use only this softphone number.

4. Return to the Customer Service Cloud page, click . The agent enters the idle state after sign-in.
   Figure 15 Agent sign-in
   

5. When a call comes in, the softphone of the agent rings, and the call is automatically connected. The agent can also click Answer before the call is automatically connected.
   Figure 16 Inbound call notification
   
   NOTE:

   The agent enters the talking state. The following figure shows the softphone page.

   

Using the WebRTC to Make a Call

1. Sign in to the AICC as an agent for whom the WebRTC feature is enabled.
   NOTE:

   The agent must meet the following requirements:

   • The agent has not been bound to a fixed-line phone or mobile phone.
   • The agent has been bound to voice-related skill queues (including voice, video, voice click-to-dial, and video click-to-dial skill queues).

2. On the connection bar, click , enter the softphone password, click Register, and click Sign In.
   NOTE:

   • When you sign out, the two phones sign out at the same time.
   • After you sign out, the softphone status changes to unregistered.
   • If the unified softphone number authentication feature is enabled for the tenant and the agent authentication mode is set to unified authentication, you can click Sign In without entering the password. The softphone is automatically registered.
   • In pool mode, there are two phones that share the same password. If the registration is successful, the status of the two phones is registered. If either of them fails, you can click the phone to register again.

3. Initiate a voice call.
   1. Click , enter a softphone number, and make a call. The call can be a voice call.
      NOTE:

      • A WebRTC phone can make outbound calls only when it is registered and the agent has signed in.
      • When you dial the number for the first time, the message "xxx.xxx.xxx.xxx wants to use your microphone" is displayed. Click Allow.
   2. Click Answer to answer a ringing call as an agent. The customer's phone then rings and waits for the customer to answer the call.

      The WebRTC phone is in talking state and displayed in red, and the agent is in occupied state.

      

4. Initiate a video call.
   1. Click , enter a softphone number, and make a call. The call can be a video call.
      NOTE:

      • A WebRTC phone can make outbound calls only when it is registered and the agent has signed in.
      • When you dial the number for the first time, the message "xxx.xxx.xxx.xxx wants to use your microphone" is displayed. Click Allow.
   2. Click Answer to answer a ringing call as an agent. The customer's phone then rings and waits for the customer to answer the call.

      The WebRTC phone is in talking state and displayed in red, and the agent is in occupied state. The following figure shows a video call.

      

      Only the local video window is displayed.

      Click the desktop sharing on the connection bar to share a specified area, including:

      • Entire screen
      • Application window
      • Browser tab page
      NOTE:

      • In pool mode, either of the two phones is used randomly.
      • Pay attention to personal privacy protection during desktop sharing.
   3. (Optional) After the video call is connected, check that the following page is displayed.

      

      : Click to stop sending the video.

      : Click to zoom in the window.

      : Click to hide the video window and display the call duration ().

      : Click to display the fullscreen video window.

      : Click to switch to a voice call or resume a video call. Click the button for switching between voice and video calls on the connection bar and select a video call.

      : Click to mute yourself and click again to unmute yourself.

      : Click to hang up the current call.

5. Answer a call from a user.
   1. When a user dials the access code of a skill queue, the agent waits for about two seconds and automatically answers the call.
   2. When a user dials the access code of an IVR device and the call is transferred to an agent, the agent automatically answers the call 2 seconds after the user hears the announcement.
      NOTE:

      In pool mode, an agent talks with a phone randomly. The agent enters the busy state and does not answer other calls.

      If a user directly makes a call to an idle phone, the call is directly disconnected.

Using the App to Make a Call

1. Download the app. Contact operations personnel to obtain the installation package and install the app on your mobile phone.
2. Log in to the app. The app login account corresponds to the agent login account.
   Figure 17 Logging in to the app
   

3. Sign in as an agent. Set the status on the top of the screen to Online.
   Figure 18 Signing in as an agent
   

4. On the Contacts page, dial a number on the dialer to make a call.