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To Do |
Preparation |
Confirm babelforce account (help desk Article) |
| Rest babelforce password (help desk Article) | |
| Login babelConnect | |
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If you use Browser Phone, you can ignore this section. Install and setup Softphone or setup hard phone (help desk article). In case you are using a provisioned Bria, no setup is needed but you need to install Bria after receiving a notification (you can also download it from this page). |
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| Setup audio device & microphone on your computer and if applicable in your softphone. | |
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Taking calls |
Make sure Bria always starts automatically in the background with the computer |
| Make sure Windows popups or Mac notifications are enabled | |
| Adjust agent presence to "available" (help desk article). | |
| When a call comes in it must be accepted via Bria Stretto (help desk video). | |
| If setup, ticket will be pushed when call is connected (this article is for admins setting up babelforce) | |
| In babelConnect you see from which queue the call comes | |
| In babelConnect you see the calling number | |
| In the ticket you see the wait time and other interesting facts about the caller if setup by your admin | |
| When away from work space, availability must be changed to a busy status to avoid that babelforce continues forwarding calls to agent. | |
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Making calls |
Outgoing calls are initiated via babelConnect |
| Open ticket with customer's request - if using Zendesk, the number will automatically be filled out in the babelConnect "call to" field (help desk article). | |
| Select Display As number (will be saved unless you clean your browser's cache) (see article here) | |
| If enabled, outgoing call will be logged in ticket or create a new record (article for admins with the example of Zendesk). | |
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Transferring calls |
To transfer calls, always use baelConnect |
| When connected to a call, you can transfer calls to other colleagues who are available |
