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
Confirm phone type set to Softphone
Download Agent debugging information (only necessary when troubleshooting issues with admin/tech support)
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
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
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
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
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.
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.
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
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
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
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.