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Please find below FAQs for Agent/Supervisor UI related to HDFC Limited Loan Client

Questions

Answer

1

Agent’s are not receiving the registration Mail from support@phonon.io

External mail access to be enabled by HDFC Limited IT team

2

New agents are unable to Login after the sign up

Once the agent signs up, phonon has to manually move the agents to the Agent Groups and then to the agent queue under central UI

3

Unable to do Consultation or Transfer call from Agent UI (404 or 503 error)

Need to get it checked with HDFC Limited Network team.

4

Agent screen / state is Frozen or Reserved

Supervisor to use the force log out option or

Agent to use the troubleshoot option and reset the state

5

Agent unable to login to the Central UI - Error message - Agent is not allowed to Login

Clear the caches and the cookies on the browser(Chrome)

6

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

7

Agent is not receiving OTP via SMS

OTP via call option to be used

8

Agent getting calls while on pause or break

Please click Pause or Break few seconds before disconnecting the last call to avoid gettting calls rightafter while going on break, by doing this way break will be enabled after the call is terminated.

9

Incoming calls are getting reflected on the screen, but not landing on to the device

To enable AutoAnswer by HDFC EPBX team.

10

Agents which are logged in from Landline are not recieving OTP call

Agent needs to be login using LL without any prefix (0).

11

Customer waiting in queue and No agent is able to login

PRI lines may be down which needs to be checked by HDFC HPBX team

12

Supervisor not able to see UI which shows Login as supervisor then supervisor Access is pending.

Supervisor Access can be given by support team of Phonon team

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