Auto-Answer After
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Numeric field (sec): (Default value = 0): The admins can set how many seconds agent will get time between 2 calls.
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Integrations on Central → Admin
Central Admin → Agent Groups → Agent Login Options: We will provide additional option 'Web Call' which is the browser based WebRTC softphone which we will implement.
When the admin user turn on the option, the agents will have the option to login with the Web Call.
Web Call Configurations: We will provide following options for Web Call
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Label: We will show a label in the Web Call Configurations, which will give a brief information of the new option that we have added. We will show this label text for 2 phases.
Phonon's Web Call allows agent to receive and make calls directly from their browser using a secure connection without requiring any physical hardware or another software.
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Enable Auto Answer:
Yes: (Default Value): When the value is set to 'Yes', the agents will have the option to login via Web Call
No: When the value is set to 'No', the agents will not have option to login via Web Call
Tool Tip text: When the Enable Auto Answer is turned on, all the inbound calls transferred to the agent will be automatically answered.
Currently, the Auto Answer feature is enabled which means that all the incoming calls that the incoming calls from the customers are answered by the system on the Agent UI.
Agent UI
Login Screen
We will provide new option 'Web Call' in the Agent login screen from where the agents can select the Web Call to login to the system.
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Once logged in, agents are good to go and ready to take and make calls from the Agent UI itself.
Permission Pop-Up
For the very first time you get a call, there will be a permission pop-up. Please click allow on it.
Frequently Asked Questions:
My screen is stuck on “Incoming Call” with Web Phone OR
My calls are directly “Missing” with Web Phone
Please check if you have provided the “Microphone” permission as stated above. To check the same, click on the
Solution:
Ensure to enable the permission.
If the issue is still not resolved, click on “Reset Permission” on the second screen below.
If the issue is still not resolved, go to any online site like online-voice-recorder.com and try to record anything. If you’re not able to record, there’s some device issue. Reach out to your IT Team.
