The Contact Center App of Apptivo allows you to receive calls in the Chrome extension. You can receive incoming calls only when the call routing is set as Computer. Also, only when the IVR is set up to Route to Employee, the call will be received in the Chrome extension. Click here for more information on call routing.
Click here to install the Chrome Extension of the Contact Center App.
Steps to receive incoming calls
- Log into your Contact Center’s Chrome extension with your Apptivo account. Also, when you have more than one firm configured in your Apptivo account, the multiple firms will also be listed here. You can access your Contact Center by selecting the desired firm.
- You will be redirected to your home page of the Contact Center App. Here, you can see the call logs.
- In case of an incoming call, you will receive an incoming alert in your window.
- On clicking the answer icon, you can see the Call Window in your Contact Center Chrome extension.
Features Available
- Once the agent receives a call, the status changes from Online to Away. On the completion of the call, the status reverts to Online.
- Consider the agent has set the status as Away or he is speaking to another person. When a customer makes a call now, the call will not be connected to the agent and the customer will also not hear the dialer tone. Instead, the call is directly routed based on the IVR setup to voicemail or queue in the callback. Click here to know more about the callback queue feature.
The Chrome extension of the Contact Center App allows you to perform a number of actions.
- In the Call Window, you can mute/unmute the calls.
- The calls can be paused by clicking the pause icon.
- In addition, you can also record your calls. Click here to know more about configuring call recordings.
- You can add notes related to your call and log the call.
- On scrolling down, you can manage the call history of the selected contact. Here, you can track the last five transactions made with the contact.
Call Transfer
- By clicking the Transfer Call icon, you can transfer the call to another phone number. A dial pad will come into view. Here, you can enter the phone number of the agent. On clicking the call icon, the call will be disconnected for the agent who answered the call and transferred to the external phone number added in the dial pad. Until the call is connected, the customer will be kept on hold with music.
- You can navigate to the home page by clicking the Back icon located at the top left corner of the call window. The back icon only after the completion of the call.
- The call will be logged on the home page along with the call duration.
Auto Call feature
The Auto Call feature of the Contact Center App allows users to transfer the calls directly to the agent who was idle for a longer period of time.
Note: This feature works only when calls are routed to teams.
- This feature is enabled from the Settings → Contact Center → Auto Call option in the Web version of the Contact Center app. Click here to know more about how this feature works in Apptivo.
- When the call routing is configured as Mobile for an agent, then the incoming call will be automatically transferred to the mobile phone of an agent in the team.
- Along with this, a Minimized Call Window will appear on your computer. Here, you can select Open Call Window to log the call information or choose to close the window.
- When the call routing is configured as Computer for an agent, then the agent will receive the call alert in the computer. The agent can click the answer icon to answer the call.
