Agent CTI

Agent CTI acts as the bridge between your phone system and CRM, giving agents the context they need without switching screens. It streamlines conversations by making information available in real time, right when it’s needed. The result is faster service, fewer errors, and a better overall experience for both agents and customers.

Agent CTI Auto Pop-up

The Auto Popup allows agents to view customer information and call
history instantly when an incoming call is received, improving efficiency and customer handling.

Key Features

Auto Popup on Incoming Calls:

Automatically displays the customer details and call history.

Call History Access:

Agents can quickly review past interactions with the customer.

Detailed Call Information:

Displays call duration, status, and other essential details.

User-Friendly Interface:

Simple and easy-to-use design for better productivity.

Step-By-Step Guide

Step 1: Agent CTI Auto Popup Screen

When an incoming call is received, the Agent CTI Auto Popup screen
appears automatically. It provides customer details, call information, and call handling options.

Step 2: Call History Overview

This section displays the entire call history for the customer,
including outbound and inbound calls.

Step 3: Call Details Window

The Call Details window provides complete information about the
ongoing or past call, including duration, agent name, and call status.

Step 4: Customer Information Panel

Displays customer details, including name, phone number, email, and
related information.

Step 5: Call Options and Actions

Provides options such as answering, holding, transferring, and
disconnecting the call directly from the CTI panel.

The Agent CTI Auto Popup feature enhances agent productivity by
automatically displaying relevant customer details and call history, enabling quicker and more informed customer interactions.

User Manual for Predictive Campaign  (Auto Dialer)

Within the automation system, predictive campaigns handle outbound calling more smartly, reducing idle time and keeping agents engaged. The dialer automatically connects answered calls to available agents, ensuring conversations start without delay.
This approach not only increases productivity but also delivers a smoother experience for both teams and customers.

Steps to Configure Predictive Campaign

Step 1: Create New Flow

Navigate to the Automation section and click on ‘Add New Automation’. Provide a campaign name, define inbound/outbound type, and configure flow details.

Step 2: Configure Trigger (From Object)

Select ‘From Object’ as the trigger.
Configure the following mandatory fields:
– Type Object: Standard Object
– Object: Communication.Cloud Telephony
– Record: Create
– Call Type: Outbound
– Dial Type: Predictive
– Virtual Number: Choose an available number
– Number of Retries: Set as required
– Call Back Returns (Sec): Define retry wait time

Step 3: Build Flow

Add nodes to build the flow:
1. Assign: Assign calls to Sticky Agent.
2. People: Select users or groups for handling calls.
3. End: Define flow termination.

Step 4: Configure People Node

Select People Type as ‘User’. Define users who will handle the calls by selecting their contact numbers under ‘User Selection’.

Step 5: Configure Campaign List
Navigate to the Campaign list section and select ‘Add List’.
Two types of lists can be configured:
– Static List: Predefined customer list with phone numbers.
– Dynamic List: Auto-generated list based on customer details or SQL query.

Step 6: Activate and Monitor
Once the campaign is configured, set the status to ‘Active’. Monitor campaign performance via reports available in the automation dashboard.