SalesForce OM2.0 Voice

Setting up

In your Chrome Browser, Agents must click “Allow” to enable the microphone on the Chrome web browser

Click “I Agree” to allow call recordings and another “Agree” to allow Amazon Connect/Service Cloud Voice systems to record & store calls

omni channel phone settings

Confirm phone type set to Softphone

Download Agent debugging information (only necessary when troubleshooting issues with admin/tech support)

home page

Ensure you are within the Order Management 2.0, if not select the ‘9-dots’ and search for Order Management 2.0
Navigation Dropdown - Access different objects here (i.e Cases, Account / Contact s, etc.)
Omni-Channel - manage your status and call availability
Order Search Tool

omni channel status

How to set your status

Your phone status is important to let us know what you are working on

Select Omni-Channel from the Utility bar along the bottom of your screen
Select the down arrow update your status and go available for Customer requests

How to Set your Status: LOG OFF

Logging off for the day

To log off for the day:

Select Omni - Channel
Select the status dropdown arrow
Select Offline
Log out of Vendor on your VDI PAGE
Go to Salesforce page and click Log out in the upper right hand corner
Close all Google Chrome browser window

If you do not log off before leaving for the day, the system may route a customer call to you

Auto Accepting a Phone Call

Step 1. Listen for the ring and look for the Omni - Channel pop up in the bottom left

Step 2. Salesforce will automatically accept the call and open a new voice call record page

Phone Features used

Special Note - End Call should only be used if the customer is unable to end the call themselves, requests us to disconnect the call, or in abusive customer situations after following the proper procedure.

Phone features not used

MUTE - There are flaws with this feature and it should not be used by Skybridge users.
The FLAG function is not being utilized at this time.

How to place an outbound call using omni channel

Agents may place outbound calls several different ways

Use the digital keypay found within the phone tab of omni channel. Input the number, then select Call (you must be in an online or followup work status)
Click to dial any hyperlinked number within the system (ie. from the Account page) to begin a call

Important note about outbound dialing

Before calling a customer, agents must first choose an appropriate ID to ensure the customer knows who is calling and from which department before accepting the call:

Select the Outbound ID ab from the button utility bar
Select the appropriate brand

Transfering a call to the SUP Line

Prepare the customer

Prepare your customer by advising you will be placing them on hold. Before placing on hold, ensure you have the customers details (Name, Phone Number, Order number and issue). Click ADD CALLER )this was place customer on hold)

Prepare to contact SUP Line

Once you have placed the customer on hold and click ADD CALLER you will have the option to Choose Tier 2 (Support Line) and click CALL

Connecting to sup line

One you have successfully connected with SUP line, provide the customer information to the Supervisor. Click MERGE and introduce the customer and Supervisor on the line. Once completed click LEAVE CALL. Provide your Salesforce Case number to the Supervisor in TEAMS for them to notate their interactions

Audio Issues

Having audio issues? Can't hear the customer? Customer cant hear you?

Please follow the steps below so Support can assist and troubleshoot!

Switch to Tech Issues Status
Report the issue to Out2day with a screenshot of the error that includes Date/Time from the bottom right corner of your screen when applicable
Remain in Tech issue status while awaiting assistance from Support

Please remember, it is a requirement to ensure we are in the correct state at all times.

We ask that you do not start troubleshooting the issue prior to reporting and receiving response as we are then unable to determine what the issue is or when it occurred, which can lead to be out of adherence in the system and causing an HA tech attendance occurrence.

IMPORTANT - Once you have your audio issues resolved, ensure you call back your customer! We want to make sure our customers get their issues resolved.

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