How to handle requests (The Request Window)

The request window is where you can see information about the call or email when offered to you. In that way you will have the basic and sometimes crutial information about the request, even before the dialog has started.

Call details
When beeing offered a call, the telephone you have logged on with will start ringing. If activated you can see relevant information about the caller or the call itself in the «Call details» field. This information is customized and different for each solution. Even if the information usually is static and system based, Intelecom can collect relevant information from external sources and display them in the same window.


Answer requests with pick algorithm
Your administrator can decide whether requests should be assigned to you automatically, or if you should rather choose yourself, which requests to answer. If you are logged on a profile that allows you to pick your own requests from queues, you can click on the request you want to answer, in the Queue details tab in the queue window. Once you have picked a request, it will disappear from the list in Queue details (in the queue window) and appear in your Requests window as the telephone you have logged on with starts ringing.

Note field in call details
If activated in your solution, a note field will appear in the call details window where you can write notes and short messages about the caller. This information appears for all agents in the call details window next time a call is received from the same telephone number.

Silent Monitoring notification
Silent Monitoring is a feature in Connect Control that gives defined your supervisors the possibility to listen in on conversations between you and callers. Neither you nor the caller will hear the supervisor during the call. Intelecom can configure that every time your supervisor is monitoring your calls a headset icon will appear in the client.

Copy to clipboard

Connect can be configured so that a defined piece of information about the caller can be copied to the “Clipboard” on your PC (e.g. the caller’s telephone number or an entered value such as a customer number or case reference number prompted by the menu options in the service). With this, you can easily paste the information into your CRM system or similar using Ctrl + V.

When enabled, the Copy-to-clipboard function is only available in the desktop client.


Action buttons for call handling

When you are in a call there are a couple of action buttons you can use for different features.

Put a caller on hold - Caller cannot hear what you are saying. Green when active.
Scramble recording - Used to censor sensitive information Green when active.
Recording - Activates recording manually. Red when active.
Place in personal queue – Caller will be moved to your personal queue and will be on hold, your status changes to Ready and you can receive requests.

Hang-up – Ends the call.

Send a message from Connect

You can send SMS messages and e-mails from the “Send message” field. While writing the messages you can toggle between SMS and e-mail field without losing your written text. You can send an SMS or e-mail to more than one recipient at the same time by clicking on the + button in the “Send message” window (only available in the desktop client).

Send SMS

To send an SMS, enter a mobile number or search and select a contact (the contact’s mobile number is added automatically) and write your message. A signature can be pre-defined and is then added at the end of the message. You can check the “Include e-mail” box to send an e-mail in addition to the SMS. Remember to click on the “Send” button when you are done.


Send e-mail

There are two ways to e-mails from the Connect client, through Intelecoms mail server, or through your default mail application (default). This is defined in the solutions set up. Either way, enter the e-mail address or search and select a contact (the contacts e-mail address is added automatically).

When using Intelecoms mail server, you can write the message in Connect. A predefined signature is added at the end of the message. Remember to click on the “Send” button when you’re done.

My log

In the “My log” field your last 20 answered incoming and outgoing requests are listed. Unanswered requests and missed calls are not shown. If you chose a request from the list, the contact information from the “number” column (if being a telephone number or an e-mail address) will appear in the search- and/or send message window, for simplifying further actions. On the upper part of the window the average enquiry duration is shown per request per channel.