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To Do |
Preparation |
Add an agent (internally/Synch from another source system) (Synch agent from another source system video) (Add an internal agent video) |
| Reset babelforce password (help desk Article) ((Reset babelConnect password video) | |
| Login babelConnect (login to babelConnect Video) | |
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Ensure that Bria Licences are ordered using this link Ordering-and-cancelling-licenses-SIP-IDs-and-Bria-Enterprise 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 Login to Bria (Login to Bria) |
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Setup audio device & microphone on your computer and if applicable in your softphone. Setup agents and queues, a schedule and a calendar (Setting-up-agents-and-queues-a-schedule-and-a-calendar) Set up a Queue (Creating a new queue video) Add business hours (Adding business hours video) Add a calendar (Adding a calendar video) Organize agents in groups and tags with skills and attributes Organize agents in groups and add tags with skills and attributes Create Groups (Create a new group video) Create agent selection for dynamic call distribution How to create agent selections for dynamic call distribution Make outbound numbers available for agents Showing-only-team-relevant-numbers-in-the-babelConnect-app
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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) (Automation_Helpdesk ticket creation video) | |
| In babelConnect you see from which queue the call comes (Taking an inbound call) | |
| 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. (Leaving your workstation) | |
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Making calls |
Outgoing calls are initiated via babelConnect (Making an outbound call) |
| 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:
