Call Center User Guide

Call Center User Guide

Follow the steps

Log into Call Center 

  1. Double Click on SIP Phone icon to open. 
  2. SIP Phone application will open with Ready status. 


  3. Open a browser and go to http://192.168.2.10/crm/caller/. 
  4. Select Agent. 
  5. Type the credentials provided. 
  6. Click on Login 



  7. Call Center access is ready. 




    Initiate a Call 

  8. After clicking on Ready, Enter the Phone number to call (Local: 05xxxxxxxx/04xxxxxxx and International: 91xxxxxxxxxx).
  9. Click on Dial.

     
  10. Click on Answer in the Pop Up window (Bottom).



  11. Type the Customer Name (If not).
  12. After Call Select the disposition.
  13. Type the Remarks.
  14. Click on Hang up to disconnect the Call. 
  15. Click on Save.

Receive Incoming Call 

  1. Click on Answer in Pop Up window(Bottom).



  2. Type the Customer Name (If not).
  3. After Call Select the disposition.
  4. Type the Remarks.
  5. Click on Hang up to disconnect the Call.
  6. Click on Save.

Hangup a Call

  1. Click on Hang up to disconnect the Call.


Mute a Call

  1. Click on Mute to Mute the Call.

Conference Call 

  1. Click on to Answer to attend the call. 



  2. Click on Conference button. 



  3. Type the number and click on Add Member. 



  4. Number dialing. 
     
  5. Conference call will start. 
  6. Click on Remove member icon to remove a caller. 
  7. Click on Pause button to pause. 
  8. Click on Mute button to Mute. 

     
  9. After Call select the disposition. 
  10. Click on Hang up to disconnect the Call. 
  11. Click on Save. 

Transfer a Call 

  1. Click on to Answer to attend the call.



  2. Select the Disposition as Transfer.
  3. Click on Transfer.
     

  4. Type the number to transfer.
  5. Click on Attended Transfer.
  6. Click on Transfer Now.



  7. Call will be transferred and agent will be in Ready state.

  8.  
 

Set Break 

  1. In Home page, Click on Break 
  2. Select the Break Type 
  3. Click on Start 
  4. Timer will start 
  5. Click on Ready after Break 

     

     

     
 

Log Out Call Center 

  1. In Home Page, Click on Logout