Onboarding checklist for managers and agents

 

 

To Do

Preparation

Confirm babelforce account (help center Article)
Reset babelforce password (help center Article)
Login babelConnect 

If you use Browser Phones, you can ignore this section.

Install and setup Softphone or hard phone (help center 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).

Setup audio device & microphone on your computer and if applicable in your softphone.

 

 

Taking calls

If you use Browser Phone, you can ignore this section.

Make sure Bria always starts automatically in the background with the computer.

Make sure Windows popups or Mac notifications are enabled.

Set agent presence to "available" (help center article).
When a call comes in it must be accepted via Bria Stretto or Browser Phone (help center 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 the agent.
 

 

 

Making calls

Outgoing calls are initiated via babelConnect.
Open a ticket with customer's request - if click to call is enabled, the number will automatically be filled out in the babelConnect "call to" field (help center 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).

 

 

Transferring calls

To transfer calls, always use babelConnect
When connected to a call, you can transfer calls to other colleagues who are available

 

 

We also prepared a little survey for you that guides you through the setup steps:

 

 

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