Inbound Phone Transactions
The longest waiting call, or highest priority interaction in a queue is delivered to the next Available agent.
At the same time, Virtual Contact Center’s local CRM will search for existing records in the database, based on the caller’s phone number. If the customer is in the system or if a case exists, the CRM will display that customer’s information.
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Use call control functions to manage live calls.
Pre-recorded Voice Messages
You can pre-record messages to play during inbound or outbound calls, for example, if you reach a customer’s voicemail.
If you have Direct Agent access, you can record a personal voicemail greeting for your extension.
Agents who are assigned to the chat queue and are available will be offered chat interactions. Administrators can configure agents to be able to receive multiple chats at one time.
The Social Media integration allows you to receive messages from Facebook and Twitter. This allows you to receive direct messages from your social media platforms right into your contact center application. Once the agent is connected with the customer, you will be able to see previous conversations in the chat window.
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Status and Logout
Some companies require agents to enter a Status Code when your availability changes.
You must be On Break or Working Offline before you can log out of Virtual Contact Center.
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