WebRTC Phone for Agents in Interactive / Press 1 campaign , ICTBroadcast an inbound / outbound advance call center solution

ICTBroadcast Web Phone (WebRTC Agent)

ICTBroadcast brings another amazing feature for call centers and Agents! Web Phone.

What is a WebPhone? and How does it help Agents?

A Web phone is WebRTC based phone that allow agents to receive calls using their browsers without any additional hardware or software.
ICTBroadcast offers integrated web phone for agents. Not only can it receive forwarded calls, but also enables agents to perform following actions.

  1. Load contact details from CRM as popup / CRM
  2. Load campaign Dialogues / script for personalized communications
  3. Call Transfer
  4. Set agent status Available / Unavailable

Campaign Dialogue / Scripts

It provides you an option to display campaign script / dialogue for each prospect. Agents can configure this functionality by creating campaigns with dialogue option.

You can create the dialogues / personal scripts by the following way:

Create Dialogue

In ICTBroadcast

  • go to the Message menu,
  • Choose Dialogue / Script menu
  • Click Create new

Menu

Fill out all the fields and and click save

Note: User can make a dynamic / customized dialogue by using Tokens, to add tokens in dialogue please click on Show available tokens

Create Dialogue

How to Create New Campaign with Web-phone support.

ICTBroadcast provides integration of WebPhone in two Campaigns only .

Agent Campaign

Interactive / Press 1 Campaign

To configure these campaigns you need to follow the steps given below:

  • Add URL of CRM for popup
  • Select a suitable Dialogue
Add URL of CRM for popup

When using Web Phone, Agent campaign and interactive campaigns can be configured to trigger a Popup on agent screen, the same URL should point some CRM or other contact center . URL can be configured in Contact URL field as shown in the following image, further user can also contact tokens to build contact url.

Enter URL

Select Dialogue / Script

in agent campaign / interactive campaigns , there is an option of Dialogue / Script is given under General option section and user can select recently created dialogue here.

Select Dialogue

Using webphone

User can even access integrated webphone by selecting the desired extension from top Agent Panel dropdown

Select Extension

Set agent status

ICTBroadcast provides an option to change the status of Agent as well.
You can set the status of the agent by clicking status button. You can set the status either available or leave

Note: Only Available agent can receive forwarded calls

Agent Presence

Call Transfer

Transfering a call is not an issue now as call can be transfered to the desired extension by clicking the call transfer button and then selecting desired extension

Call Transfer

Load Contact

You can view and edit prospect details by clicking on load contact. Please note that it is different from popup URL. Instead of popup it will redirect current window to ICTBroadcast's internal contact record where user can edit / update it accordingly.

Keypad / DTMF

Handy keys are provided to the agent for operating webphone.
A List of useable key sequences that agent can use for different purposes is given below:

  • For hangup press *0
  • For call transfer press #1 and then enter target extension number alternatively (without pressing any key) agent can select target number from transfer drowdown button
  • For attended call transfer press #2 followed by the target extension

webphone

Forward to Agent on Answer

Creating Personalized messages using custom tokens in SMS campaign

Following are steps needed to run a press 1 campaign / interactive voice broadcasting

Note : Please configure / setup gateways / sip provider , add contacts and voice recordings and then follow these instructions , in case of ICTBroadcast Service Provider Edition , please setup billing too.

Add and configure agents

Goto Administration Menu ==> Click on Agent / Extensions => Click on "New Extension" button Enter Agent Name, Agent Number and Password then click on save button

Crate Queue / Skill Group

Goto Administration Menu ==> Click on Agent / Extensions => Click on "New Extension" button
Enter Agent Name, Agent Number, select "Skill Group" from "Forward To" and select Agents for this Queue / Skill Group and then click on save button
  • assign extension and Queue to user

Goto Administration Menu => User Management
click on Drop-down arrow of any user under the "OPERATIONS" column
Select agents and skill-group and then click on assign button

Login as agent to receive calls

  • Now login as Agent from different computer
  • Visit https://your-domain.com/login.php?action=agent
  • Enter agent number and agent password
  • click on ready button from agent phone portal
  • when agent ready, you can listen music in background

Lunch Agent / Interactive Campaign

  • Goto Admin / User Portal
  • Create new interactive (press 1 ) or agent campaign
Goto Campaign Menu ==> Campaign Management ==> Add New
click on agent / interactive (press 1) campaign
enter campaign name, select contact group and select Queue / Skill Group in Agent / Operator Extension and enter other required details and click on save button

when call recipient answered then call will be transfer to free / live agent