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1. How do I Sign Up?

  • Follow the steps mentioned here to sign up.

2. Did not receive the Reset Password Link on my email ID?

  • Follow the following steps in this case:

  1. Please check the email ID is the same as the one used for Sign Up

  2. Refresh your Inbox

  3. Check the Spam Folder

  4. If no link has been received yet, check your LAN/WIFI connection

  5. Contact your network team in case of connectivity issue or report on 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. To know more about manual breaks, you can click here

4. What to do as I have not received the OTP for agent login?

  • Check if your desk phone/mobile/landline is in working condition

  • Check the network connection

  • Click again on ‘call’ or ‘SMS' to again receive OTP. You will have maximum 20 attempts to do so.

  • 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.

9. What to do if I need 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.

10. What does the Mute button do?

  • If you want to keep the customer on Mute so that he cannot hear your conversation, then you can use the Mute Button.

  • To Unmute, click on the Unmute Button.

11. What does the Hold button do?

  • You 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 customer, click on the Unhold Button.

12. What do you mean by Transfer Button?

  • If you wish to transfer the call to your fellow agent or supervisor you can use the transfer button. You can transfer to any other queue, agent, or phone number directly.

13. What can I do using the Consultation button?

  • You can use this button to consult with a fellow agent or your supervisor. The customer will be on Hold while this function is being used.

14. What does the Conference button do?

  • You can use this button to get your fellow agent or supervisor on call with you and the customer. At a time 3 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

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 call?

  • 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 HPBX team

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

  • 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)?

  • Need to get it checked with the HDFC Limited Network team.

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