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en:regular_function_description_in_call_center:agent_functions [2013/03/06 08:49] shangy [话后处理] |
en:regular_function_description_in_call_center:agent_functions [2017/12/12 03:05] (current) |
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| {{:en:regular_function_description_in_call_center:campaign_acw_en.jpg?direct&680|}} | {{:en:regular_function_description_in_call_center:campaign_acw_en.jpg?direct&680|}} | ||
| - | ===== 咨询转接和会议 ===== | + | ===== Transfer Consult and Conference ===== |
| - | 坐席在通话中可以利用咨询功能完成转接或者进入会议 | + | Agents can use the consult function to tranfer the call or enter a conference during a call |
| - | * 坐席点击咨询图标，选择或者输入被咨询方号码 | + | * Click the consult icon, select or enter the number that is being consulted |
| - | * 被咨询方电话应答后，坐席与被咨询方通话，同时客户进入音乐等待状态 | + | * When the consulted party answers the call, the agent will be talking to that party, and meanwhile the client will be listening to the MOH |
| - | * 坐席点击转接，此时坐席挂机进入话后或者空闲状态，客户与被咨询方进行通话 | + | * The agent clicks transfe and enters ACW or idle status, and the clients will be talking to the consulted party |
| - | * 坐席点击会议，此时进入三方通话状态 | + | * The agent click conference and it will become a three-party conference |
| - | * 坐席可以通过通话面板挂断某一方或者结束全部通话 | + | * The agent can hang up any call party or all with the call panel. |
| - | <note tip>asterCC系统支持坐席发起高达30方的会议</note> | + | <note tip>asterCC supports a 30-party call conference started by an agent</note> |
| - | ===== 通话保持 ===== | + | ===== Hold ===== |
| - | 在通话中坐席可以使用通话保持功能，此时客户将听到等待音乐，坐席可以再次点击恢复正常通话 | + | During a call, the agent can use this function to pause a call, and at the same time, the customer will be listening to the MOH. Click it again to resume the call. |
| {{:en:regular_function_description_in_call_center:agent_moh_en.jpg?direct&680|}} | {{:en:regular_function_description_in_call_center:agent_moh_en.jpg?direct&680|}} | ||
| - | ===== 邮件、短信和传真 ===== | + | ===== Email, SMS and Fax ===== |
| - | 邮件、短信和传真功能均需要额外配置 | + | These all need extra configuration |
| - | * [[:zh:实际案例指导:传真模块使用说明]] | + | * [[:en:use_case:how_to_use_fax_module]] |
| - | * [[:zh:模块使用说明:群发信息管理]] -> [[:zh:模块使用说明:群发信息管理:邮件服务器]] | + | * [[:en:module_manual:messages]] -> [[:zh:module_manual:messages:send_in_bulk]] |
| - | * [[:zh:实际案例指导:如何配置短信功能]] | + | * [[:en:use_case:how_to_config_sms]] |
