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To Do |
Preparation |
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Reset babelforce password (help desk Article) | |
Login babelConnect | |
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). If password reset via Bria is enabled, have the agent request a temporary password. See step-by-step instructions here |
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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 Enterprise or any other phone device (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 workspace, 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 click to call is enabled, 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 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: