The Contacts Window

In the contact window, you can search for contacts, other agents and “nodes” in the service for transferring calls to them.

One or more of the three contact-detail windows shown below the search result can be shown as a side panel, via settings in the menu (only available in the desktop client).

Different sources when searching

There are various contact sources available in Connect. Your company’s systems and needs determine which ones you have access to. Some of the contact sources have more information to display than others, and some of the information (like calendar details) depends on your or your company’s availability- and sharing settings. Usually the company chooses one main contact source, in addition to agents and “nodes” in the service.

When you do a search, the result gives you a snapshot status of the contacts in the search result. The search result details are not updated continuously, so to update the search result details you must search again.

For contact sources with calendar appointments, ongoing appointments (when you make the search) are shown with green background.

Note that it is also possible to enable auto-search, meaning that the system can execute an automatic search based on the callers telephone number. If there is a match, the contacts information is displayed in the search result before the dialog has even started.

Limit the search result (does not apply for contact sources Outlook and Lync)
You can limit the search result in by entering < at the end of the search word, meaning that the entire word has to be matched. E.g. if you search for the word “John” you will get a match for people with their first name John, but you will also get a match for people with their last name “Johnson”. By searching for “John<” you not get a match for “Johnson” and in that way limit your search.


All
When searching in “All” a search is performed in all available contact sources and therefore the same people can appear multiple times.

Outlook
When searching in Outlook, both contact information and calendar information are shown (if the person has sharer his or her the calendar). Fields that normally appear are name, title, company, address, telephone number, mobile number and e-mail address. If your company uses Lync, its contact-status can be shown in the Outlook search result as a square color icon on the left hand side of the name, if it is available.

If you want, you can narrow down your search result by adding a keyword in front of your search text, with this syntax: keyword:your search text. You can use the following keywords:

  • All fields - all:
  • Display name - name:
  • First name - firstname:
  • Last name - lastname:
  • Department - department:| dep:
  • Company - company:
  • Location - location:| loc:
  • Title - title:
  • Phone numbers - phone:| p:
The Outlook search source is only available in the desktop client and not the web client

Lync (Skype For Business)

The Lync search field shows both contacts information and the selected persons Lync-status. You can also start a chat dialog in Lync by clicking the “chat icon” that appears in the contact field next to the email address. If you are logged on to Connect and make a Lync call, Connect can be configured to change your agent status to “Busy” so that you will not be offered a new Connect-call during the Lync-call.

 

The Lync search source is only available in the desktop client and not the web client.

 

Catalog (Connect Catalog with AD-sync, list import or manual input)

In Catalog you normally search for other employees in your organization. Name, title, department, telephone number, email-address and services is normally shown in the search result. Calendar information can also be imported. Your organization decides which information to import and show. The status symbol left for the name in the search result can either show the contacts Lync status (square status icons) or calendar status (round status icons). The calendar status can also be influenced by the contacts mobile phone status if made available (requires additional integration)


Phonetic name search

For the Catalog search, you can activate phonetic name search in the menu, if you want to expand your search result with contacts with names that sounds like the name you have written. An icon will appear in the “Catalog” contact search tab to indicate that it is activated.
You can also activate phonetic name search for a particular search (without activating it in the menu) by starting the search text with a # sign (e.g. #john schmidt). On the opposite side, if you have activated phonetic name search in the menu, you can also deactivate it for a particular search by starting the search text with ! sign (e.g. !john schmidt).

Adding an appointment

In the search result, it is possible to add an appointment for the chosen contact in the calendar field. This feature must be activated by Intelecom, but when activated you can click on the + icon right to the appointment date area. The appointment is added in the Connect Catalog and is visible for other Connect users when searching for this person.


Services (other places in the service)

Searches in “Services” enable you to transfer requests to nodes (menus, queues etc.) in your Connect service. You will not be able to transfer the request to a specific contact, only the place in the service itself. This is helpful if a caller has made the wrong choice in a menu or has been placed in the wrong queue. You can search for a specific node e.g. “main menu” or “support”, but you can also chose an “empty” search to receive a list of all available nodes.

The nodes have to be set up by Intelecom to be shown and you have to be in a Connect call to get results from a “Services” search.


Agents

“Agents” enables you to search for and transfer requests to other agents. If nothing is written in the search field, all logged on agents will appear. The agents’ status will appear in the search result and can be one of the following:

Ready
Logged in but not ready (connecting, connected, wrap-up, no answer or busy)
  In pause
Logged off the queues

You will not be able to see yourself (as an agent) in the search result since you cannot transfer a request to yourself. If your supervisor has applied a resource filter to your access, you will only see agents from user groups that you are allowed to see.

Customers (List import of external contacts)
In “Customers”, you can search for customer contacts or other external contacts. The contact information is imported to the solution through a FTP list import. The information that is displayed in the search result is defined when the solution is set-up.


Action buttons for call handling

In the contact window you have the following action buttons:

 

Call transfer - Transfer a call without speaking to the answering end first.
Consultation call - Consult with another person before potentially transferring the call, In the mean while the caller is put on hold
Call out - Make an outgoing call from the Connect Client
Send message - Send an SMS or e-mail to your contacts.

Call transfer

When transferring a call, you must use the “Search” field and either search for a contact, or type the telephone number you want to transfer to.

To transfer a call it must be allocated to you through Connect. The “Call transfer” button enables you to transfer the call without checking if the answering part is available or not. Call transfer is also called “blind transfer” since you do not now the outcome of the transfer before transferring. If nothing else is set up, an unsuccessful transfer is lost. After transferring a call you are made available in Connect again.

It is important that you do not transfer a Connect call using your local telephone system directly e.g. PBX, because Connect will not sense this and will keep you “connected” until the transferred call is ended.

 

It is important that you do not transfer a Connect call using your local telephone system directly e.g. PBX, because Connect will not sense this and will keep you “connected” until the transferred call is ended.

Transfer to an agent

While connected to a caller you can search for another agent to transfer the call to. If you search for a user group, the search will return results of all agents belonging to that user group.

If your search for a colleague that is both a contact and agent, you will get two matches (given that you search in all contact sources). To obtain correct agent status, you should always choose the agent-match as long as it’s green and available. If you choose the contact-match, the agent status will not be updated, and the agent status will remain available after the transfer.

You can transfer a call to an agent who’s not ready, but then the call will be put in the other agents “Personal queue”.

You can transfer a call to an agent who’s not ready, but then the call will be put in the other agents “Personal queue”.

 

 

 

Consultation call

In addition to transfer a call you can also make a consultation call, using the “Consultation call” button. A consultation call enables you to talk to the answering part yourself, while the caller is put on hold. You kan make a consultation call merely to consult with a third part, but also to make sure that the third part is available and informed before the transfer is made.

After having consulted with the third part you can a) click on the “Consultation call” button once more to end the consultation and connect to the caller again, or b) click on the “Call transfer” button to transfer the call to the third part, and become available again.

 

You can only make a consultation call to your contacts, and not “Agents” or “Services”.

 

 

Transfer calls with the use of telephone key pad (DTMF-tones)

You can also transfer calls, with or without consultation, using your telephone key pad.

  • To transfer a call without consultation: Press #number# and hang up.
  • To transfer a call with consultation: Press #number# and wait for an answer (the person you talked with will be put on hold when you press the first #). When the consultation call is established, meaning that you are speaking with a third part and the incoming caller is put on hold, you can a) hang up to transfer the call, or b) press ** or have the person you are talking to hang up, to talk to the original caller again.

If you enter the wrong number, or you want to cancel the consultation call because no one answered, or if the consultation call ends up in a voice mailbox, you can press ** to cancel. When pressing ** you are connected to the caller again.

The default combination to cancel a consultation call is **, but this can be configured by Intelecom. If ** does not work for you, please contact your supervisor or Intelecom to verify the setting for your solution.

 Miscellaneous

  • To put an answered call on hold, press **. To retrieve the call, press ** again.
  • If more than 3 seconds elapse between any pressed key, the command is aborted and you must re-start the process (3 sec. is default value but can be configured by Intelecom). This also applies to the #number# command.
  • If the person you perform a consultation call with is engaged or doesn’t answer within x seconds (defined in solution set-up, e.g. 25 sec.) you will be informed about this. To retrieve the call that’s on hold, press **.


How to make an outgoing call

You can make outgoing calls from Connect. There are several ways to initiate outgoing calls.

  • Type the telephone number directly in the search field.
  • Search and find the number from the Contacts window. 
  • Select the number from the “Missed calls” or "My log" tab.

When you have found and chosen the number to call to, click on the “Call out” button. Connect will first call you up on the number you are logged on with, and then the number you want to call to. You can abort the outgoing call by clicking on the “Call out” button again.

Special situations related to outgoing calls

Special situations that can occur:

  • If a request from a Connect queue is allocated and sent to you just before you have clicked on the “Call out” button (your status will be “Connecting”) you will receive the message “Outgoing call ordered”, but when your telephone rings it will be in incoming call from a customer. When this conversation is over Connect will resume the outgoing call, as long as you have not already cancelled the outgoing call by clicking the “Call out” button again.
  • If you are in a pause-status when you click on the “Call out” button, the pause will end and the outgoing call will be carried out.
  • If you have wrap-up time enabled this will also be in force for your outgoing calls (also those that are not answered by the answering part) and your status will (at hang up) change to “Wrap-up”. To end wrap-up after an outgoing call you can manually change your status to “Ready”.

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