|
|
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:
