CSR Call Management

1. Access Call Controls

             a. Locate keypad icon (bottom right of screen)

             b. Click keypad icon to open call control popup

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2. Call Control Popup Options

Option	Description
Go Online	Green button to go online and activate call capabilities
Options (⋮)	Access additional features:
	- Break: Set break status
	- Profile: View/edit profile settings

3. Making Calls

             a. Click keypad icon

             b. Click "Go Online" (green button)

             c. Wait for system to activate

             d. Status will change to Online

             e. Now you can make/receive calls

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4. Break Management

             a. Click keypad icon (bottom right)

             b. Click three dots (⋮)

             c. Select "Break"

Break Types	Description	System Status
Tea Break	Short refreshment break	Status changes to Break
Lunch Break	Meal break	Status changes to Break
Training	Training or meeting time	Status changes to Break
Freshen up Break	Personal time	Status changes to Break
Escalations	Time for escalation handling	Status changes to Break

Break Status Notes:

• System automatically changes status

• Cannot receive calls while on break

• Must Go Online to resume calls

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5. Profile Settings

             a. Click keypad icon

             b. ClClick three dots (⋮)

             c. Select "Profile"

Profile Options	Description
Profile Icon	Display picture
Profile Name	Your name
Team Switch	Select different assigned teams
Phone Type	Choose from:
	- Browser Phone
	- Mobile
	- Mobile Bridge
	- SIP Phone

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6. Recent Call List

             a. Location: Bottom right after clicking keypad icon

             b. Status: Shows current agent status (Online/Offline/Break)

Main Features

Feature	Description
Recent Calls	List of recently handled calls
Callback Count	Number of pending callbacks
Preview Count	Number of previews calls available
Manual Dial Field	Enter phone number for outbound calls
Phone Icon	Click to initiate call
Keypad Icon	Open numeric keypad for dialing

Options Menu (⋮)

             a. Offline: Set status to offline

             b. Break: Select break type

             c. Profile: Access profile settings

Making Manual Calls

             a. Ensure correct team is selected in profile

             b. Enter number in dial field OR use keypad

             c. Click phone icon to start call

note

Call routes through selected team

Important Notes:

• Manual calls use selected team settings

• Verify team before dialing

• Check status before making calls

• Keep track of callback/preview counts

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1. Accessing Schedule Call List

             a. Click "Callback Count" button

             b. Shows all scheduled callbacks

             c. Search bar available at top

2. List View Features

Field	Description
Search Bar	Filter schedule call list
Contact Details	Name and phone number
Schedule Date and Time	When call is due
Team Name	Name of the team

3. List Management

             a. Search Options

                         i. Search by name

             b. Making Callback

                         i. Click on contact to view details

                         ii. Initiate call from list

                         iii. Update status after call

Important Notes:

• Check schedule times regularly

• Prioritize overdue callbacks

• Update callback status promptly

• Entering callback list sets you Offline

• Cannot receive incoming calls while viewing callbacks

• Must manually set status to "Go Online" after exiting

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Preview Call Screen Guide

1. Contact Information Display based on available information

             a. Customer Name

             b. Customer Contact Number

             c. Other information if available i.e Date of birth, Email Address, etc...

2. Auto-Dial Timer & Actions

             a. Timer shows "Dial XXX" (XXX seconds countdown)

             b. Call automatically initiates when timer reaches 0

             c. Manual Dial: Click "Dial" button for immediate call

             d. Skip: Move to next preview contact

             e. Back: To go back to the recent calls list screen

             f. Button (X): Minimize preview screen

3. Activity Timeline

             a. Shows customer's previous call history

             b. View all past interactions

             c. Check call dispositions

             d. Track communication history

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Contact Screen and Call Management Guide

Screen Layout Features

Section	Information
Personal Info	Name, Email, DOB, Contact
Activity Timeline	Historical call records
Transcription	Live call conversation text
Summary	Call highlights and outcomes

1. Screen Layout Sections

             a. Personal Information (Left Panel)

                         i. Name

                         ii. Email

                         iii. Date of Birth

                         iv. Contact Number

2. Main Navigation Tabs

             a. Activity Timeline

                         i. Shows call history chronologically

                         ii. Date and time stamps

                         iii. Agent interaction records

                         iv. Call outcomes

             b. Transcription Tab

                         i. Real-time call transcription

                         ii. Live text conversion of conversation

                         iii. Shows agent and customer dialogue

                         iv. Auto-scrolls during active call

                         v. Color-coded speakers:

                                     1. Agent text (differentiated color)

                                     2. Customer text (different color)

             c. Summary Tab

                         i. Post-call summary

                         ii. Key points from conversation

                         iii. Important information highlighted

                         iv. Action items noted

                         v. Customer requests documented

                         vi. Call outcome recorded

3. Smart Assistant

             a. Located top right corner

             a. Provides AI assistance during calls

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Call Control Interface

Feature	Description
Mute	Toggle call audio
Hold	Place call on hold
Keypad	Open numeric keypad
Tag	Add tags to call
Add Call	Conference/transfer options
Info	View call information
End Call	Hangup/end call

1. Call Status Display

             a. Shows "Ringing..." during call initiation

             b. Displays contact number

             c. Options menu (⋮) available

             d. Button (X) to minimize Call control interface

Important Features:

• Live transcription available during calls

• Call history viewable in timeline

• Smart Assistant for support

• Multiple call management options

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Call Disposition Guide

1. Tag Screen Elements

Element	Description
Call Timer	Shows duration
Disposition Dropdown	Select call outcome tag
Comment Field	Add call notes
Action Buttons	Choose next status

2. Disposition Process

             a. Select appropriate tag from dropdown

             b. Add relevant comments

             c. Choose action:

                         i. "Disposition & Continue": Save and stay online

                         ii. "Disposition & Go Offline": Save and go offline

Important Notes

• Tags are team-specific

• Disposition required before ending call

• Comments provide context for future reference

• Timer shows total call duration