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How do I Sign Up
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by
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Email ID?
If the admin (who has invited you as an agent) has selected chooses the authentication method as ‘Email ID’ then 'Email ID', the agent will receive an the invitation mail as shown below:
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Steps to sign up -
Accept the invitation by clicking
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the 'Accept Invitation' button.
If the 'Accept Invitation Button' link does not work
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, copy
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and paste
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the optional registration link below to open in a new browser
You will be redirected to the
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central signup page
Configure the password according to the mentioned criteria
Complete the captcha verification and agree
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to it once you read
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Click on ‘Submit’
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You will receive a thank you message as shown and then you can login.
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Login with your email Id and password and further you will be redirected to agent login.
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Select the login type and enter the mobile number accordingly.
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As soon as you enter a valid mobile number, option of ‘send OTP’ will be available.
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Click on ‘send OTP’ and enter the OTP that you have received as SMS.
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If you have not received any OTP then you can again click on ‘call’ or ‘SMS’ to receive an OTP.
In ‘call’ you will receive a call where you will be given OTP
In ‘SMS’, OTP will be send through SMS
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As soon as you enter a valid OTP, the option to login as agent will get enable.
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Click on ‘login as agent’ to finally login.
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Sign Up with Username
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the terms and conditions
Click on the 'Submit' button
How do I Sign Up by Passcode/Username?
The admin (who has invited you as an agent) has selected the authentication method as ‘Passcode’ then the authentication code will get generated. The admin should will give you your the username and authentication code for sign signing up to the agent.
Once you get these things, you can follow the below steps -
Go to
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the central signup page
Select ‘have username/passcode ?’
Provide your username and passcode
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Configure the password according to the mentioned criteria
Complete captcha verification and agree to the terms and conditions once you read it
Click on ‘Submit’
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How do I log in using EmailID?
After signing up, you will receive a thank you message, as shown
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below
Log in with your email
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id/username and password
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, which will redirect you to the login screen
Select 'Mobile' as the login type and enter
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a valid mobile number
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As soon as you enter a valid mobile number,
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the 'Send OTP' option will be available
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to you
Click on
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'Send OTP' and enter the
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received OTP in the SMS
If you have not received
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an OTP
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, you can
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click
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'Call' or 'SMS' again to receive an OTP
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In
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'Call', you will
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get a call where you will be given OTP
In
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'SMS' OTP will be
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sent via SMS
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When you enter a valid OTP, this will enable the option to
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log in as an agent
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Click on ‘login as agent’ to finally login..
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Click 'Log in as Agent', and you will be redirected to the Agent Login screen
How do the agents verify their account with Phonon Central?
The supervisor/administrator creates your account by using the Email ID method.
You receive a verification mail to your registered mail ID.
Click on ‘Accept Invitation’
What should the agent do if a recently registered agent does not receive a registration email from Phonon Communications?
Please check the Junk/Spam mailbox for the mail
Connect with your IT team, and they have to check the external email access and enable it for the agent
Why are agents not able to access the registration link?
If the agent tries to open the link forwarded by other agents, it is not accessible because each agent has received a unique link that another agent cannot use.
Do not forward the registration mail to another agent.
Why are agents unable to log in to the Phonon Central UI - Error message - Agent is not allowed to log in?
The agent will need to clear the cache and the cookies on the browser, and the default browser has to be set as Google Chrome with the latest version for Phonon Central UI
Ensure that the agent is in any of the agent groups in Phonon Central to log in.
What should the agent do if the Phonon shows the following error while logging into the Central UI?
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Please clear cookies, data, and history of the browser.
Restart the system.
Update the Chrome browser to the latest version.
What are the basic internet browser requirements to run Phonon with stability?
Use Google Chrome as your default browser for the best connectivity
What should the agent do if he cannot remember the Login Password?
Click on the “Forgot password” option to reset the Login Password. The agents would receive an auto-forwarded mail from support@phonon.io, where agents can reset the password.
| Info |
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This option is only applicable to those agents who logged in using an Email ID. |
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What should agents do if they do not receive the ‘Reset Password Link’ on the registered email ID?
Follow the
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below steps in this case:
Please check that you are using the same email ID
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used for
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the signup
Refresh your
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inbox
Check the
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spam/junk folder
If no link has been received yet, check your LAN / WIFI connection
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In case of connectivity issues, contact your network team
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or report
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to help@phonon.io
3. What is a manual call break?
Manual Call breaks are special breaks that will allow you to perform calls to the customer by dialing their phone numbers.
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.
If you enable this break, then you will be able to see a dialing pad on the screen as shown below.
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You can select the country code and can enter the customer’s number to call.
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Then click on the ‘blue call button’ besides the number option and the call will get placed to that customer and the flow will get executed as configured for the manual break
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This option is only applicable to those agents who logged in using an Email ID. |
What to do if agents are not receiving OTP SMS?
Check if your desk phone/mobile/landline is in working conditionvalid & active
Check the network connection. In the case of a low network coverage area, a delay is observed.
Click again on ‘call’ or ‘SMS' to again receive OTP.
If the agent has not received OTP . You will have maximum 20 attempts to do so.via SMS, they can opt for the ‘Call’ option. The agents will receive a call to provide the OTP with the' Call' option.
If the problem still persists, then email on help@phonon.io
5. What do I do as I cannot submit the disposition?
→ To “Save” a disposition you will need to select a disposition and fill the sub disposition
→ Then wait till the call gets disconnected, you'll be able to "Save" the disposition after the call ends
→ Contact your Supervisor in case of further queries
6. Please help me as I am not able to Mute or Hold the call
Log out from your account and try to log in again. If the issue persists, contact your Supervisor
7. What to do as the Logout button is not working?
Click on your agent name, and select ‘troubleshoot’.
Then select the option of ‘reset’ and your state will be reset
8. What do I do if I am logged in and still not receiving any calls?
Please check the breaks section on the Home page
In case you are on a break, please switch it OFF
Check your internet connectivity
Make sure you are added in at least one queue. If you are not added to any queue then contact your Supervisor.
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The maximum number of reattempts is 20. |
Ensure Good Internet Speed
Ensure that you have a Good & Consistent Internet speed have a minimum of 200 KBPS
To Check the Speed: Go to http://fast.com and ensure you’re getting (200*8) 1.6 Mbps speed.
Click on more details to check latency. Ensure latency is less than 300 ms either way
How to Improve: Please check if any service takes background bandwidth, especially OS updates.
Use LAN to connect Internet services with your desktop
Upgrade for a better internet plan
What should the agent do if the logout button doesn't work?
Click on the agent name on the top-right side of the page & select ‘Troubleshoot’
Select the ‘Reset’ button
Refresh the page, and the agent will be redirected to the agent login screen
Why are calls not landing on the agent's registered Mobile Number?
If the agent is on break or logged out of the Phonon Central UI, they will not receive a call
Agents should make sure that they have switched off dual SIM mode and only work on single SIM mode. Please follow the steps to work on a single SIM:
Remove the second SIM Card from the phone
In case of eSIM: Go to Settings> Mobile Networks> Disable Second SIM
If call waiting is enabled so that an external call arrives on the agent's mobile and causes unnecessary distraction, the call waiting should be disabled.
Make sure agents have good connectivity to their phones.
If the agents use another CRM, they must click "Click2Call - Phonon" to trigger calls.
What to do if the agent cannot Mute or Hold the call?
Log out from the account and try to log in again.
If the issue persists, contact your supervisor to do a ‘Force Logout’
What to do if agents want to take a break from receiving calls?
On agent UI, go to the Breaks Section.
Click on the break that you need to take, ; you will not receive calls while you are on a break.
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When do the agents use the Mute/Unmute button
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on call?
If you the agents want to keep the customer on Mute so that he cannot hear your conversation, then you to hear their conversation, at that moment, the agent can use the Mute Button button.
To Unmute, continue the conversation with the customer, agents can click on the Unmute Buttonbutton.
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When do the agents use the Hold/Unhold button
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on call?
If the agents want to transfer a call to another agent or conference a call with the supervisor, at that time, agents can put the customer on hold by using the Hold Button. The customer will be able to hear the Hold Music while he is on hold.
To Unhold the patch up a call with a customer, agents can click on the Unhold Button.
12. What do you mean by Transfer Button?
If you .
What to do if the agents log in with Landline but don’t receive OTP calls?
The agent needs to login with a Landline number without any prefix (0)
Where do the agents add the disposition?
After the call gets disconnected, the agents have time to fill out a disposition form with the timer.
The disposition timer will be called a wrap-up timer.
Once the time is up, the call will be disposed, and the disposition tab will disappear while he will move to the next call.
Why is the agent unable to do Consultation or Transfer call from Agent UI (404 or 503 error)? What to do to solve this?
The network may be blocking requests from our application. Would you please ensure that “central.phonon.io ” is completely whitelisted from your network? Please check with your Network/Firewall/Proxy team.
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The call is disconnected, but it’s on and unable to hang up on the system?
Please refresh the screen and check the status of the agent in UI.
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Why are customer calls abandoned that appear on the screen, but there is no ring over the Landline?
This call has been missed for a specific agent and will be transferred to another available agent. Below is a sample screenshot.
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Why do agents want to use the Transfer button on call?
If a customer has some queries that the agent can not resolve, they wish to transfer the call to your their fellow agent or supervisor you can use agents or supervisors. To do so, they have to click on the transfer button. You can transfer ; the call can be transferred to any other queue, agent, or phone number directly.
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While the agents are transferring a call to fellow agents or supervisors, the customer will be on Hold, and the customer will hear the hold music.
When do agents use the Consultation button on call?
You can use this button If the agent wants to consult with a fellow agent or your supervisor. The supervisor, they can click on the ‘Consultation’ button.
While agents consult fellow agents or supervisors, the customer will be on Hold while this function is being used.
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, and will listen to hold music.
When do agents use the Conference button
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on call?
You can use this If the customer wants to talk with the supervisor, agents can click on the conference button to get your their fellow agent or supervisor on call with you and the customer. At a time 3 , three people will be available on the call.
15. Agent screen/state is Frozen or Reserved?
Supervisor to use the force log out option
Agent to use the troubleshoot option and reset the state
Reload page/browser and check.
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16. Agent unable to login to the Central UI - Error message - Agent is not allowed to log in?
Clear the caches and the cookies on the browser(Chrome)
17. Calls not landing on the agent's registered Mobile Number?
Disable the sim slot 2 on dual handsets and also Network connectivity of the number to be checked
18. Agent is not receiving OTP via SMS?
OTP via a call option to be used
19. Agent getting calls while on pause or break?
Please click Pause or Break few seconds before disconnecting the last call to avoid getting calls right after while going on break, by doing this way break will be enabled after the call is terminated.
20. Incoming calls are getting reflected on the screen, but not landing on the device?
To enable AutoAnswer by the HDFC EPBX team
21. Agents which are logged in from Landline are not receiving OTP calls?
The agent needs to be log in using LL without any prefix (0).
22. Customer waiting in queue and No agent is able to login?
PRI lines may be down which needs to be checked by the HDFC EPBX team
23. Supervisor not able to see UI which shows Login as a supervisor option?
Supervisor Access can be given by the support team of the Phonon team
24. Unable to do Consultation or Transfer call from Agent UI (404 or 503 error)?
Get it checked with the HDFC Limited Network/Firewall/Proxy team.
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25. Agents are ideal but the dashboard is still showing Calls in Queue?
Please note, when you see the call waiting in queue and idle agent in this dashboard. This is real-time and the system is trying those idle agents to connect.
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26. Which tab will show me the live queue for Chennai?
Under Agent Dashboard -> Flow-ID(Inbound contact center) - > Queue ID(Chennai)
Note: Queue ID varies from Region to Region.
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27. The call is disconnected but on the system, it’s on and unable to hang up?
Please refresh the screen and check the status of Agent in UI.
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28. How to check Network logs?
Step 1: Press Function F12 or ctrl+shift+i and got to Network Tab
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Step 2: Click on Transfer/Consultation again
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Step 3: Get Headers of consultation call/transfer Call
Click on transfer call/Consultation call then check Name column under you will get transferCall/consultCall.
After Clicking that please find SS below.
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Step 4: Get a Screenshot and Send it over WhatsApp group
29. How to take console logs?(This is for concerns other than consultation/Transfer Call)
Step 1 : Press F12 or Ctrl+Shift+I
Step 2: Go to the console tab
Step 3: Save the log file(right-click) as shown in below SS
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Step 4: Save the log file and share it with us(help@phonon.io)
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While agents are conferencing with fellow agents or supervisors, the customer will be on Hold, and will listen to hold music.
What should the agent do if they are logged in and still not receiving any calls?
If the agent is on break, please disable it.
Check the Internet Connectivity.
Make sure agents are added to at least one queue. If the agent has not been added to any of the queues, contact the supervisor and ask them to add the agent to one of the queues.
What should agents do when their screen is stuck on any page?
If the agent is stuck on any page and cannot perform any action, they should click on the ‘Troubleshoot' button to reset the state. Ensure to refresh the page after clicking the 'Troubleshoot’ button, and the agent will be redirected to the agent login screen.
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The supervisors can click on 'Force Log Out' to log out the agent immediately under their ID. When the supervisor clicks on the button, the agent will be logged out of the interface and redirected to the login page.
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Confidentiality
This document has been developed by Phonon.io for the sole and exclusive use of the customer / prospective customer with whom this document is being shared. Further, this document has been provided by Phonon.io to the recipient in good faith and based on request from the recipient for the same. This document is a confidential document and contains confidential product technology, workflow and commercial details that are for the sole usage of the intended recipients of this document. Recipients are advised not to share this document with any third party that is not the intended recipient of this document and neither to bring this document in full or parts into the public domain. Any unauthorized access may be brought to Phonon.io’s notice immediately. Phonon.io is free to take any legal action it deems necessary against any person or entity that violates this confidentiality agreement. Phonon.io is bound and governed by the rules of the state of Gujarat in India. In case you are not in agreement with the terms set in this clause or are not an intended recipient of this document, please destroy the document and intimate us of the same at info@phonon.io.