ContactNow

Learn the skills necessary to perform common ContactNow tasks.

Log In

Go to ContactNow’s log in page. Enter the name of your Contact Center, which is provided by your company. Then enter your user name and password.

Navigation

The Navigation bar on the left side of the screen provides a quick way to explore ContactNow’s main features, including Dashboard, Agent, Analytics, Configuration, Data, and Status. Icons display based on the user’s permission levels. Hover over an icon to display a tooltip, which shows the icon name and section content.

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Basic Terms

Get to know some of ContactNow’s basic terms.

Setting up your Softphone

One way to make and receive calls with ContactNow is through a softphone. A softphone connection sends audio over the internet, which means agents do not need to have desk phones. Once a softphone application is installed and configured with the correct SIP information, agents can open a connection anywhere they have internet access.

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Connect to the Dialer

Before you make and receive voice calls, you need to connect to the dialer. When you log in to the Agent, the Status controller will show the connection modes available. Select the appropriate one and click Connect to continue.

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Connect by Softphone

To begin, click on Softphone > Connect. Then dial the given number, and enter the agent number and passcode when prompted. Once complete, your softphone will be connected and ready to make calls.

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Connect by Desk Phone

To begin, click on Desk Phone > Connect. Then dial the given number, and enter the agent number and passcode when prompted. Once complete, your desk phone will be connected and ready to make calls.

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Connect by Agent on Demand

Agent on Demand allows you to log in from any external number or internal PBX. Once logged in, the system will call that phone when an inbound call is received or an outbound call is placed via the agent interface.

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Make a Call

An agent can make a manual call to contact a number or a queue from their Phone Book. Enter a number by using the dialer on the phone, selecting a contact from the address book or choosing a queue.

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Take a Call

Incoming calls will be automatically answered if you are on Available status. If your status is on Idle, all other available agents are busy, and you have alerts switched on in the system, a notification will be displayed asking if you would like to accept or ignore the call.

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Transfer a Call

Clicking the Transfer button on the Phone while on-call will enable agents to transfer the call to a third party, leaving the agent to disposition their part of the call.

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Pause Call Recording

To pause the call, click on the Pause Rec icon. The icon will appear darker once selected as this indicates the call recording process has been paused. Clicking on it again will resume recording.

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Disposition

Call outcomes are required when a call is completed. Not only are they needed to complete the call, but they are vital to the reporting features of the system.

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Change your Status

Agent status can be selected from the available list of options. Status must be changed in order to receive calls, make calls, or even notify time away from desk. Click the Status controller to display the different statuses that are available to choose from - these will be set by your administrator.

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