Agent FAQs

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:

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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

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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 the terms and conditions once you read it

• Click on ‘Submit’

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How do I log in using EmailID?

• After signing up, you will receive a thank you message, as shown below

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• 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

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• 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

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• Click 'Log in as Agent', and you will be redirected to the Agent Login screen

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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.
  
  

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 with the latest version for Phonon Central UI

• Ensure that the agent is in any of the agent groups in Phonon Central to log in.

What should the agent do if the Phonon shows the following error while logging into the Central UI?

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• Please clear cookies, data, and history of the browser.

• Restart the system.

• Update the Chrome browser to the latest version.

What are the basic internet browser requirements to run Phonon with stability?

Use Google Chrome as your default browser for the best connectivity

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.

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What should agents do if they do not receive the ‘Reset Password Link’ on the registered email ID?

Follow the below 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

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.
  
  

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• If the problem persists, then email help@phonon.io

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 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:

  1. Remove the second SIM Card from the phone

  2. 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.

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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 a ‘Force Logout’

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.

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 the 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.

What to do if the agents log in with Landline but don’t receive OTP calls?

• The agent needs to login with a Landline number without any prefix (0)

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Where do the agents add the disposition?

• After the call gets disconnected, the agents have time to fill out a disposition form with the timer.

• The disposition timer will be called a wrap-up timer.

• Once the time is up, the call will be disposed, and the disposition tab will disappear while he will move to the next call.

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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.

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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.

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Why are customer calls abandoned that appear on the screen, but there is no ring over the Landline?

This call has been missed for a specific agent and will be transferred to another available agent. Below is a sample screenshot.

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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 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 will listen to hold music.

What should the agent do if they are logged in and still not receiving any calls?

• If the agent is on break, please disable it.

• 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 should agents do when their screen is stuck on any page?

• If the agent is stuck on any page 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.

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• The supervisors can click on 'Force Log Out' to log out the agent immediately under their ID. When the supervisor clicks on the button, the agent will be logged out of the interface and redirected to the login page.

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Confidentiality

This document has been developed by Phonon.io for the sole and exclusive use of the customer / prospective customer with whom this document is being shared. Further, this document has been provided by Phonon.io to the recipient in good faith and based on request from the recipient for the same. This document is a confidential document and contains confidential product technology, workflow and commercial details that are for the sole usage of the intended recipients of this document. Recipients are advised not to share this document with any third party that is not the intended recipient of this document and neither to bring this document in full or parts into the public domain. Any unauthorized access may be brought to Phonon.io’s notice immediately. Phonon.io is free to take any legal action it deems necessary against any person or entity that violates this confidentiality agreement. Phonon.io is bound and governed by the rules of the state of Gujarat in India. In case you are not in agreement with the terms set in this clause or are not an intended recipient of this document, please destroy the document and intimate us of the same at info@phonon.io.