The Enquiry button is active when you have an email contact in progress, regardless of where the email is being processed. If you need to consult another agent in order to answer the customer’s task, you can make an enquiry via this button. You can also choose to place the email in a queue.
When you click on the Enquiry button, the Unifinder support function is displayed. Here you choose whom to call. Recommended is to attempt enquiry by skill, as described in Enquire or transfer via skill tab.
In the event of a transfer, the email is sent to the agent to whom you made the enquiry. Your email is routed to the agent’s private email queue. You are placed in either Wrap-up or Ready status depending on the settings in your ACE. To end the enquiry, click on the End call button.
Enquiry with started email reply
- If you make an enquiry after having started typing a reply to an email you can, during the enquiry call, continue typing your reply. In some cases your colleague can see what you are typing, depending on the tools you use for processing emails.
- If both you and your colleague process your emails in ACE Agent your colleague can, during the enquiry call, see a greyed copy of the customer’s email and your started reply in his ACE Agent.
- If you process your emails in a separate email system and your colleague processes his emails in ACE Agent, he will see a greyed copy of the customer’s email but nothing of your started reply.
- If you process emails in ACE Agent and your colleague processes his emails in a separate email system, your colleague will see neither the customer’s email nor your started reply.
- At transfer the incoming email is sent to the agent you made the enquiry to, to your colleague’s personal email queue. Any attachments are also sent along. If both you and your colleague process your emails in ACE Agent your started email reply will be transferred as well.