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Table of Contents

Distributor List

Distribution List

Phonon Users

Introduction

Phonon Central provides a special interface call ‘agent UI’ for dynamic agents. The agents can receive calls on the interface, can enter details of customers and perform some actions while on the call. The agents can use this interface as follows -

Signing Up

There are two options for signing up as agent. One is through email ID and the other is through username. The signing option depends on the authentication method selected by your admin.

Sign Up with Email ID

If the admin (who has invited you as agent) has selected authentication method as ‘Email ID’ then the agent will receive an invitation mail as shown below.

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  1. Accept the invitation by clicking on the ‘accept invitation button’.

  2. If the link does not work then copy the alternate link give and paste given URL on the browser.

  3. You will be redirected to the sign up page of central.

  4. Configure the password according to the mentioned criteria

  5. Complete captcha verification and agree terms and conditions once you read it

  6. Click on ‘Submit’

  7. You will receive a thank you message as shown and then you can login.

  8. Login with your email Id and password and further you will be redirected to agent login.

  9. Select the login type and enter the mobile number accordingly.

  10. As soon as you enter a valid mobile number, option of ‘send OTP’ will be available.

  11. Click on ‘send OTP’ and enter the OTP that you have received as SMS.

  12. If you have not received any OTP then you can again click on ‘call’ or ‘SMS’ to receive an OTP.

    1. In ‘call’ you will receive a call where you will be given OTP

    2. In ‘SMS’, OTP will be send through SMS

  13. As soon as you enter a valid OTP, the option to login as agent will get enable.

  14. Click on ‘login as agent’ to finally login.

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Sign Up with Username

If the admin (who has invited you as agent) has selected authentication method as ‘Passcode’ then the authentication code will get generated. The admin should give you your username and authentication code for sign up. Once you get these things you can follow below steps -

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Info

The Session Timeout of Agent UI is 10 hours

The Max Invalid Password Attempt count = 7 and Max Agent OTP Attempt count = 20

Agent Offline Troubleshoot for Web Browser

Browser

Version

Setting Change

Google Chrome

Version >90

  • Type the following in the address bar: chrome://flags/#temporary-unexpire-flags-m89

  • Set the flag for "Temporarily unexpire M89 flags" to Enabled by selecting the appropriate value from the drop-down

  • Click the Relaunch button in the bottom right

Version < 90

  • Type the following in the address bar: chrome://flags/#intensive-wake-up-throttling [copy & paste]

  • The flag should be the top one on the list. Set the flag to Disabled by selecting the appropriate value from the Throttle Javascript timers in the background drop-down

  • Click the Relaunch button in the bottom right

Mozilla Firefox

  • Type the following in the address bar: about:config [copy & paste]

  • Click the button Accept the Risk and Continue

  • Search for the term 'throttle.enable' ( You should see the config for 'network.http.throttle.enable' )

  • Verify the Value flag is set to False

MicrosoftEdge

  • Type the following in the address bar: edge://flags/#intensive-wake-up-throttling [copy & paste]

  • Select DISABLED next to the Throttle Javascript timers in the background option

  • Restart browser

Introduction to Agent UI

My Details - You can click on ‘user icon’ on the right top corner and you will be able to see your agent name and agent ID.

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→ For each break, you will have defined duration and you need to disable that break within that duration.

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Manual Call Break

→ If you are able to see this break on your break list, then you can enable and use this break. This break is specially designed to perform manual calls to the customers.

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  1. Call ID - A call ID given to the call

  2. Agent Number - Your number through which you are logged in

  3. Customer’s Number - Customer’s number from which call was offered

  4. Date - Present date at which call was connected

  5. Call Connect Time - Time at which the call was connected between you and customer

  6. Agent Call Duration - Total time you and the customer were on call

  7. Disposition - Disposition filled by you for that call (if any)

  8. Sub-disposition - Sub Disposition filled by you for that call (if any)

  9. Comment - Comments entered by you for that call (if any)

On Call Interface

Incoming Call

When any call is assigned to you, then you will receive a call on that device and simultaneously you will be able to see the indication of ‘incoming call’ on the agent interface as shown below.

The call will be received from the device(through which you have logged in) only.

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On Call

When you have received the call, you will be able to see more options on the interface as shown below so that from the interface itself, you will be able to perform some actions if wanted.

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Using this button, you can directly disconnect the call. Once the call is disconnected, you will get additional some seconds to enter the details in disposition. This time will be called as a wrap up time.

Disposition

Disposition are the fields configured by the admin for the queues. You need to enter the customer details according to the configurations and that details will get saved in the flow variables.

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After the call gets over, you will get some extra seconds to fill the disposition.

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Additional Details

There are some additional details that are visible(if configured for queue by admin) during the on going call which are as follows -

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