Agent/Supervisor FAQs

1. How do I Sign Up?

There are two options for signing up as an 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 the authentication method as ‘Email ID’ then the agent will receive an invitation mail as shown below

Steps to sign up -

Accept the invitation by clicking on the ‘accept invitation button’.
If the link does not work then copy the alternate link give and paste given URL on the browser.
You will be redirected to the sign up page of central.
Configure the password according to the mentioned criteria
Complete captcha verification and agree terms and conditions once you read it
Click on ‘Submit’
You will receive a thank you message as shown and then you can login.
Login with your email Id and password and further you will be redirected to agent login.
Select the login type and enter the mobile number accordingly.
As soon as you enter a valid mobile number, option of ‘send OTP’ will be available.
Click on ‘send OTP’ and enter the OTP that you have received as SMS.
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
As soon as you enter a valid OTP, the option to login as agent will get enable.
Click on ‘login as agent’ to finally login.

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 -

Go to sign up page of central .
Select ‘have username/passcode ?’
Provide your username and passcode.
Configure the password according to the mentioned criteria
Complete captcha verification and agree terms and conditions once you read it
Click on ‘Submit’
You will receive a thank you message as shown and then you can login.
Login with your email Id and password and further you will be redirected to agent login.
Select the login type and enter the mobile number accordingly.
As soon as you enter a valid mobile number, option of ‘send OTP’ will be available.
Click on ‘send OTP’ and enter the OTP that you have received as SMS.
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
As soon as you enter a valid OTP, the option to login as agent will get enable.
Click on ‘login as agent’ to finally login..

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

Follow the following steps in this case:

Please check the email ID is the same as the one used for Sign Up
Refresh your Inbox
Check the Spam Folder
If no link has been received yet, check your LAN/WIFI connection
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.
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.

You can select the country code and can enter the customer’s number to call.

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

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 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.

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.