Extension Windows User Guide
The extension window can give the agent additional information en controls to better manage a dialogue.
The window is split up in to 3 parts.
- Dialogue Bar (Top bar)
- CRMCRM stands for Customer Relationship Management and is a method/technology for managing contacts of customers. CRM helps to offer each customer an individual value proposition based on its wishes. In addition, CRM makes it visible which customers represent higher value for the organization and therefore might be served in a different way. pane (Left pane)
- Tabs (Lower right screen)
The dialogue bar contains (from left to right):
If you have CRM configured you can open the contact by clicking on the person name or by clicking on the Icon.
You can change Skill icon and select the Skill. This will put the Customer in that Queue or forward when a Forward Skill is chosen.
Mark for Recording
The Agent can check of un-check is the Recording should be saved.
Configure the following UCC settings:
- UseAudioRecording = true
- AgentCanEditAudioRecording = true
- SaveRecordingByDefault = false
If recording is enabled and the Agent can edit this (AgentCanEditAudioRecording = true ), he or she can pause and resume the recording by clicking the record button.
The CRM pane displays the information that was loaded from CRM. Information may be different based on which CRM system.
The Previous Contact(s) is based on Anywhere365 data, and can always be shown. Regardless of CRM plugin. By right clicking you can see the contact card.
Cases / Contacts
In the lowest part you will see the contact's Active Cased. You can click on the search button to search for Cases or other contacts.
Assign to Contact
When a customer is using a new number, you can directly assign it.
The extension window have multiple tabs available.
With the Conference Call you can start a conference with the customer and a colleague.
In the Classifications Tab you can select a predefined Classification from the configuration page.