https://brandshop-001.singlecomm.com/agent/#aui 

Setting Up your Singlecomm Browser page:

Drag and Drop the browser tab that has Singlecomm open on, by using the left mouse button.

If your Singlecomm (SC) status is set to Available, then your line will be automatically available to pick up and receive calls as they come in.

Please note that only one call can be received at a time.

For outbound calls Singlecomm will show up as Unknown on the client's caller ID. 

Unable to confirm a # for if Bluemercury management contacts them. 

Customer Service Reps are unable to transfer calls 

to a different agent/rep in Singlecomm. 

Reps can only transfer calls to the SUP Line 

when a Supervisor is available and accepts the call.

• Cold transfer - to transfer calls to immediately (no details given to SUP about situation)

• Warm transfer - to talk to the Sup the caller is about to be transferred to, or exchange call notes before transferring the call. (gives the SUP details about situation)

How to transfer a call to Sup Line:

Advise the caller the following:

“Before your call is transferred to our supervisor line, please confirm your name, phone number, and email address so that we can re-establish this call in case it gets disconnected at any point.”

Then, post to the ccbluemercuryteam Slack channel asking if a supervisor is available to speak with a caller and include the confirmed information.

In Singlecomm, on the left hand side of the call page, you’ll see a blue button labeled “Blue Mercury Supervisor”. Click “Blue Mercury Supervisor" button once an available supervisor has confirmed that they can accept the call and are ready to accept the call.

**Do not have the caller on hold before you hit “Blue Mercury Supervisor”.

When the supervisor has accepted the call, you can then click the red Hang up button in Singlecomm.

If there are no available supervisors to accept the call proceed with the following:

• Verify the customer’s first and last name, telephone number, and email address (and order # if applicable)

• Apologize and Advise the caller that: Unfortunately we do not have any supervisors available to accept their call at this time (due to current call volume and/or assisting other callers at this time) however a request including all discussed details will be submitted for our management team to contact them as soon as possible the following Monday. Can always say 24-48 business hours.

• Send an email to ER for Escalation Sup Call Req including the Customer’s name, telephone number, email address, (order # if applicable), and reason for request to speak with supervisor/brief summary of issue. Email Subject line: BLUE ESCALATION SUP CALL REQ *FIRST NAME  *LAST NAME

If there are no available supervisors to accept the call proceed with the following:

• Verify the customer’s first and last name, telephone number, and email address (and order # if applicable)

• Apologize and Advise the caller that: Unfortunately we do not have any supervisors available to accept their call at this time (due to current call volume and/or assisting other callers at this time) however a request including all discussed details will be submitted for our management team to contact them as soon as possible the following Monday. Can always say 24-48 business hours.

• Send an email to ER for Escalation Sup Call Req including the Customer’s name, telephone number, email address, (order # if applicable), and reason for request to speak with supervisor/brief summary of issue. Email Subject line: BLUE ESCALATION SUP CALL REQ *FIRST NAME  *LAST NAME

For calls where the agent is unable to hear the caller, the agent should say the intro 3 times, and give a momentary pause after each line. Then if still unable to hear the caller proceed to disconnect the call. This issue should be posted in the ccbluemercuryteam channel to notify sups of connection issue. 

• If Agent is unable to hear the Caller:

Please say the 4 lines of script shown below:

1. Thank you for calling Bluemercury Online, this is *your name how can I help you today?

2. Thank you for calling Bluemercury Online, this is *your name how can I help you today?

3. Thank you for calling Bluemercury Online, this is *your name how can I help you today?

4. I'm sorry but I am unable to hear you at this time, if you can hear me please call us back at this same phone number to reattempt this call.

For calls where the caller is unable to hear the agent, but the agent can hear the caller, the agent should say the intro 3 times, and give a momentary pause after each line. Then if still unable to hear the caller proceed to disconnect the call. This issue should be posted in the ccbluemercuryteam channel to notify sups of connection issue. 

• If Caller is unable to hear the Agent:

Please say the 4 lines of script shown below:

1. Thank you for calling Bluemercury Online, this is *your name how can I help you today?

2. Thank you for calling Bluemercury Online, this is *your name how can I help you today?

3. Thank you for calling Bluemercury Online, this is *your name how can I help you today?

4. I'm sorry but I am unable to hear you at this time, if you can hear me please call us back at this same phone number to reattempt this call.