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====== Regular agent functions in call center ====== ===== Agent Account, Agent Number and Device ===== In astercc commercial, there are entries like team, user, user group, extension, agent, agent group, agent group administrator, agent extension, agent number and agent password. * Each team can be regarded as a individual system, which needs a unique identification for the team identity (e.g., the default team identity is astercc). Teams will not be able to influence each other. Each team has their only administrator, and can assign one trunk or a trunk group as their default outbound calling trunk (group). * User is a login unit (to login via a website, username and password are necessary) and billing unit. A user can belong to the system or a team. The system does not cap the user number. * User group is the set of users. A user group can assign a trunk or a trunk group, which functions when the extensions under that group place calls. * An extension must belong to a user; and one user can have more than one extension. Extension can be either an internet extension (soft phone, audio gateway, IP phone), or a phone number (cell phone, landline telephone). <note tip>Unlike most system, when register an internet extension, the form of username has to be **//team identity-extension number//**, e.g., astercc-5000. Please do not use the same password for registration and login.</note> * An agent is the basic unit of a call center. Each agent must belong to a user. * An agent extension can be either a system extension or a number. Agent extensions can be divided into: * fixed extension: the extension number is unchangeable * self-adapting: before sign in, an agent can pick a number that has not been used by other extensions. * dynamic: the system will first check if a soft phone from a same IP has already registered, and if not, it will select the number that soft phone is corresponding. * Agent group: this is the working unit of agents. Each agent must belong to at least one agent group. * Agent group administrator: the administrator has more access. E.g., the administrator can monitor, 强插, whisper, etc. When the group is undergoing an outbound task, the administrator can also acquire the following access by default, like to import data, export statement, record, etc. Each agent group can have 0 or more administrators. * Agent number: only used when sing in through a telephone or announce the agent number. * Agent password: only used when 调用(invocate?) functions related to that agent through 接口. {{:en:regular_function_description_in_call_center:device_en.jpg?direct&680|}} {{:en:regular_function_description_in_call_center:agent_en.jpg?direct&680|}} {{:en:regular_function_description_in_call_center:structure.jpg?direct&680|}} ===== Call Popup ===== Call popup is a frequently-used agent function in call centers, often integrated with business systems, like CRM and telesales system. In order to achieve call popup, we are in need of a configured business system for agents. Astercc commercial offers multiple types of business functions for customers, including: * [[:en:campaign]] * [[:en:customer_service]] * [[:en:virtual_office]] And at the same time, the system supports a third party system for integrate, and customers can easily have their own systems pops up. ==== Outbound Popup ==== Outbound popup means agents directly dial their corresponding number. When using it, agents have to pay attention to the following tips, * The extension has to enable the agent mode * the agent has to be in signed in status * signed in through agent page * signed in through dialing *64 from a telephone * fixed agent does not need to sign in * the agent group that the agent signs in has to have a business module {{:en:regular_function_description_in_call_center:device_agent_mode_en.jpg?direct&680|}} {{:en:regular_function_description_in_call_center:agent_group_app_en.jpg?direct&680|}} {{:en:regular_function_description_in_call_center:agent_current_agent_group_en.jpg?direct&680|}} {{:en:regular_function_description_in_call_center:featurcode_check_in_en.jpg?direct&680|}} ==== 直接呼入弹屏 ==== 直接呼入弹屏指不是通过队列ACD分配来的呼叫，例如DID直拨，振铃组直拨等 * 直接呼入弹屏有两个条件 * 通直接呼出弹屏相同，分机需要开启坐席模式 * 呼入应用绑定中能够找到相应的弹屏应用 {{:en:regular_function_description_in_call_center:app_binding_en.jpg?direct&680|}} ==== 队列呼入弹屏 ==== 队列呼入弹屏是呼叫中心中最广泛的用法，例如呼入和预拨号。 使用队列呼入弹屏，需要注意 * 确保坐席处于签入状态 * 呼入时确保能够在 [[:zh:呼叫中心高级管理]] -> [[:zh:呼叫中心高级管理:呼入应用绑定]] 中找到相对应的应用 ===== 点击呼叫 ===== 点击呼叫指坐席在页面上点击呼叫按钮发起呼叫，系统自带的业务系统均提供了此功能，同时坐席也可以通过呼叫面板输入号码完成呼叫(坐席需要有外呼权限) <note tip>点击呼叫的流程为系统先呼叫坐席分机，接通后再呼叫客户号码，建议坐席电话开启自动应答功能</note> <note important>只有坐席签入的组有对应的业务系统时才能通过页面发起呼叫</note> {{:en:regular_function_description_in_call_center:agent_portal_call_panel_en.jpg?direct&680|}} ===== 小休暂停 ===== 坐席需要暂时停止工作时可以使用暂停功能，暂停的合计时间和原因将会体现在坐席表现报表中 <note tip>只有在话后和空闲状态时，坐席才能使用暂停功能</note> {{:en:regular_function_description_in_call_center:agent_pause_en.jpg?direct&680|}} {{:en:regular_function_description_in_call_center:agent_portal_click_call_en.jpg?direct&680|}} ===== 工作模式 ===== 坐席的工作方式分为三种 * 仅呼出：坐席只能进行呼出操作，而不会收到坐席组分配的电话 * 仅呼入：坐席只能进接受队列分配的呼叫，而不能主动外呼 * 全部：坐席可以同时接受或者发起呼叫 * 自定义：坐席可以自由在上述三种模式中切换 {{:en:regular_function_description_in_call_center:agent_group_en.jpg?direct&680|}} {{:en:regular_function_description_in_call_center:agent_portal_workway_en.jpg?direct&680|}} ===== 话后处理 ===== 话后处理指坐席结束通话之后，自动进入"话后处理"状态，此时坐席所在的队列不会分配给他呼叫，坐席可以利用这段时间完成数据处理工作，直到坐席结束话后恢复到空闲状态 * 振铃话后：只要坐席电话振铃，不管是否接通，结束后都进入话后状态 * 应答话后：只有坐席电话应答之后才会进入话后状态 * 禁用话后：坐席不会自动进入话后状态 <note important>在外呼营销模块中，系统提供了保存数据自动结束话后功能</note> {{:en:regular_function_description_in_call_center:campaign_acw_en.jpg?direct&680|}} ===== 咨询转接和会议 ===== 坐席在通话中可以利用咨询功能完成转接或者进入会议 * 坐席点击咨询图标，选择或者输入被咨询方号码 * 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 * 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 * 坐席点击会议，此时进入三方通话状态 * 坐席可以通过通话面板挂断某一方或者结束全部通话 <note tip>asterCC系统支持坐席发起高达30方的会议</note> ===== 通话保持 ===== 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 {{:en:regular_function_description_in_call_center:agent_moh_en.jpg?direct&680|}} ===== 邮件、短信和传真 ===== 邮件、短信和传真功能均需要额外配置 * [[:zh:实际案例指导:传真模块使用说明]] * [[: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]] * [[:zh:实际案例指导:如何配置短信功能]]