How do I Sign Up by Email ID?
If the admin (who has invited you as an agent) chooses the authentication method as 'Email ID', the agent will receive the invitation mail as shown below:
Steps to sign up -
Accept the invitation by clicking the 'Accept Invitation' button.
If the 'Accept Invitation Button' link does not work, copy and paste the optional registration link below to open in a new browser
You will be redirected to the central signup page
Configure the password according to the mentioned criteria
Complete the captcha verification and agree to it once you read 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 will give the username and authentication code for signing up to the agent.
Once you get these things, you can follow the below steps -
Go to the central signup page
Select ‘have username/passcode ?’
Provide your username and passcode
Configure the password according to the mentioned criteria
Complete captcha verification and agree to terms and conditions once you read it
Click on ‘Submit’
How do I log in using EmailID?
After signing up, you will receive a thank you message, as shown below
Log in with your email id/username and password, which will redirect you to the login screen
Select 'Mobile' as the login type and enter a valid mobile number
As soon as you enter a valid mobile number, the 'Send OTP' option will be available to you
Click on 'Send OTP' and enter the received OTP in the SMS
If you have not received an OTP, you can click 'Call' or 'SMS' again to receive an OTP
In 'Call', you will get a call where you will be given OTP
In 'SMS' OTP will be sent via SMS
When you enter a valid OTP, this will enable the option to log in as an agent
Click 'Login 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.
Note: 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 (Google Chrome v90+) for Phonon Central UI
Ensure that the agent must be in any of the agent groups in Phonon central to login
What should the agent do if the Phonon shows the following error while logging into the Central UI?
Please clear cookies, data and history of the browser
Restart the system
Update the Chrome browser to the latest version
Use Alternative Browser other than IE browser
What are the basic internet browser requirements to run Phonon with stability?
Use Google Chrome as your default browser for the best connectivity
Google Chrome v90+ for Phonon Central UI
What happens if the agent is inactive on the Phonon Central UI for more than 10 minutes?
We recommend being frequently active on the Phonon screen, but if you cannot do so, then there is a configuration that you can do to avoid the session being suspended.
It will also improve your login hours and calls.
Type the following in the address bar: chrome://flags/#temporary-unexpire-flags-m89
Set the flag for "Temporarily unexpire M89 flags" to ENABLED
Click the Relaunch button in the bottom right
Note: Do not login to Phonon Central via Mobile Device.
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.
Note: This option is only applicable to those agents who logged in using an Email ID.
What should agents do if they do not receive the ‘Reset Password Link’ on the registered email ID?
Follow the following steps in this case:
Please check that you are using the same email ID used for the signup
Refresh your inbox
Check the spam/junk folder
If no link has been received yet, check your LAN / WIFI connection
In case of connectivity issues, contact your network team or report to help@phonon.io
Note: 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 valid & 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 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 persists, then email help@phonon.io
Note: You will have a maximum of 20 attempts to enter OTP.
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 agents do when their screen is stuck on any page?
If the agents get stuck at any page (such as on-call or disposition) 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.
The supervisors can click on 'Force Log Out' to log out the agent immediately under their ID. As soon as the supervisor clicks on 'Force Logout' button, the agent will be logged out of the interface and redirected to the login page.
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 ‘Force Logout’
What should the agent do if they are logged in and still not receiving any calls?
Make sure the agent's pause section is enabled on the home page
If the agent is on break, please switch it off
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 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
Note: If you want to enable the break immediately, click on the ‘Break’ button before disconnecting the last call. Otherwise, you will get another call immediately.
What to do if agents receive calls even during breaks?
If you want to enable the break immediately, click on the ‘Break’ button before disconnecting the last call; otherwise, you will get another call immediately.
When do the agents use the Mute/Unmute button on call?
If the agents want the customer to hear their conversation, at that moment, the agent can use the Mute button.
To continue the conversation with the customer, agents can click on the Unmute button.
When do the agents use Hold/Unhold button 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 patch up a call with a customer, agents can click on the Unhold Button.
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 their fellow agents or supervisors. To do so, they have to click on the transfer button; the call can be transferred to any other queue, agent, or phone number directly.
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?
If the agent wants to consult a fellow agent or supervisor, they can click on the ‘Consultation’ button.
While agents consult fellow agents or supervisors, the customer will be on Hold, and the customer will listen to hold music.
When do agents use the Conference button on call?
If the customer wants to talk with the supervisor, agents can click on the conference button to get their fellow agent or supervisor on call. At a time, three people will be available on the call.
While agents are conferencing with fellow agents or supervisors, the customer will be on Hold, and the customer will listen to hold music.
What to do if the agents log in with Landline but don’t receive OTP calls?
The agent needs to be login with a Landline number without any prefix (0)
Customer waiting in queue and No agent can log in?
PRI lines may be down, which needs to be checked by the tech team
Where do the agents add the disposition?
After the call gets disconnected, the agents have time to fill a disposition form with the timer.
The disposition timer will be called a wrap-up timer.
Once the time is up, our agents complete the disposition form, the disposition tab disappears, and the agents 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.
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.
How to check Network logs?
Follow the steps:
Press Function F12 or ctrl+shift+i and get to Network Tab
Click on Transfer/Consultation again
Get Headers of consultation call/transfer Call
Click on transfer call/consultation call, then check Name column under you will get transfer call/consultation call.
After Clicking that, please find SS below.
Get a Screenshot and Send it over WhatsApp group.
How to take console logs? (This is for other than consultation/Transfer Call)
Follow the steps to check console logs
Press F12 or Ctrl+Shift+I
Go to the console tab
Save the log file(right-click) as shown in below SS
Save the log file and share it with us(help@phonon.io)
Why are customer calls abandoned that appear on the screen, but there is no ring over Landline?
This call has been missed for a specific agent and will be transferred to another available agent. Below is a sample screenshot.
Why do agents have a problem with reCAPTCHA?
This google reCAPTCHA is adaptive which is based on automatic ML algorithms. Sometimes it shows 4-5 screens. We need to act carefully as the number of failed attempts increases, increasing complexity.
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