Updated on 2023-09-20 GMT+08:00

CC-Gateway Emergency Connection Bar

Procedure

  1. Log in to the CC-Gateway server, change the value of SUPPORT_AGENT_FAULT_MODE in the /home/elpis/tomcat/webapps/agentgateway/WEB-INF/config/basic.properties file to ON, and wait for 1 minute for the hot loading of the configuration item to take effect.
  2. Use the softphone number and password to log in to the OpenEye.

  3. Open a browser, enter https://IP address:Port number/agentgateway/resource/ccbar/index in the address box, and press Enter. The IP address is the IP address of the CC-Gateway service. The port number is the HTTPS port number of the CC-Gateway service.

  4. Enter the agent ID, password, and softphone number, and click Sign In.

  5. Change the agent status.

    1. If an agent needs to handle other businesses (for example, internal discussion), the agent can choose Work to enter the work state.

    2. If an agent needs to handle other businesses (for example, internal discussion), the agent can choose Busy to enter the busy state.

    Table 1 describes the results of choosing Busy in different agent states.

    Table 1 Results of choosing Busy

    Agent State

    Result

    Idle

    The Busy state is entered successfully. The agent enters the Busy state.

    Work

    The Busy state is applied for successfully.

    The agent enters the Busy state after exiting the Work state.

    Calling

    The Busy state is applied for successfully.

    The agent enters the Busy state after ending the call.

    3. If an agent finishes handling other businesses (for example, internal discussion), the agent can choose Exit Work or Idle to enter the idle state and continue to answer calls from customers.

    4. If an agent needs to leave for a while (for example, drinking water or going to the restroom), the agent can choose Rest to enter the rest state.

    Table 2 describes the results of choosing Rest in different agent states.

    Table 2 Results of choosing Rest

    Agent State

    Result

    Idle

    The Rest state is entered successfully. A dialog box is displayed, showing the rest start time. The agent enters the Rest state after clicking OK.

    Work

    The Rest state is applied for successfully.

    A dialog box is displayed, showing the rest start time. The agent enters the Rest state after exiting the work state.

    Calling

    The Rest state is applied for successfully.

    A dialog box is displayed, showing the rest start time. The agent enters the Rest state after ending the call.

  6. View agent information.

  7. Sign out.

  8. Answer a call.

    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.

  9. Release a call.

  10. Hold or unhold a call.

    If an agent needs to make another call (for consultation or discussion), the agent can hold the current call to stop voice transmission. The agent and customer cannot hear each other, and the customer hears the call hold tone.

    After the consultation or discussion ends, the agent can unhold the call to resume voice transmission.

  11. Mute or unmute yourself.

    After an agent is muted, the customer cannot hear the agent, but the agent can hear the customer.

    After an agent is unmuted, the agent and customer can hear each other.

  12. Transfer a call.

    An agent can transfer an ongoing call to a skill queue, another agent, or automatic flow.

  13. Transfer out a call.

    An agent can transfer an ongoing call to an external expert.

  14. Initiate an internal help request.

    An agent can initiate an internal help request to another agent during a call with a customer. Internal help is classified into two-party help and three-party help.

    • Two-party help: The call with the customer is held, and the agent and requested agent are in a call. If the requested agent releases the call, the agent returns to the call with the customer.
    • Three-party help: The customer, agent, and requested agent are in a call. If any party exits the call, the call continues between the other two parties.

      An agent can initiate an internal help request to a specified agent or a skill queue. If a skill queue is requested, the system specifies an agent.

  15. Connect a held call.

    During a voice call with a customer, an agent can hold the call, call a third party, and connect the held call to the third party.

  16. Make an internal call.

    To communicate with each other, agents (including inspectors) can make internal calls to each other.

  17. Make a three-party call.

    During a voice call with a customer, an agent can call a third party (another agent or an external expert) to join the call. In this way, the three parties can communicate with each other.

    During a call with a customer, an agent holds the call, calls an external phone, and clicks Third Party. In this way, the agent starts a three-party call with the customer and external phone.

  18. Make an outbound call.

    If an agent needs to call back a customer or perform proactive marketing, the agent can specify a customer number and manually make an outbound call.

  19. Set call-associated data.

    During a voice call, an agent can set call-associated data.

  20. Query call information.

    During a voice call, an agent can query call data.