In ACE Agent main window the Answer button is always active when you are Ready or Paused. The button flashes when a call is routed to you through ACE.
Calls are answered by first clicking on the Answer button and then lifting the receiver. With a client setting you do not have to click on Answer manually. See Settings for Light Mode users.
If your telephone does not ring when the Answer button flashes, you should inform the ACE system that the call did not arrive. When you click on the Never arrived button, you status in ACE Agent will change to Ready and a new call can be routed to your telephone.
If you are processing a call that did not come from the IVR, but is an external call, ACE may try to route a call to you. ACE then finds your telephone busy, displays an error message, and then closes your ACE Agent. For this reason, it is very important always to click on the Answer button.
Reminder box in Light Mode
After a call has been in progress for a certain length of time, a reminder box will appear asking if you are still on a call.
If you do not answer this question you will automatically be paused.
End call in Light Mode
When you are done with you customer conversation you normally only need to click on the End call button in ACE Agent. As the IVR detects when the call ends you do not have to hang up on the phone.
If the call has arrived via IVR VCC, and the customer hangs up, the call is terminated in ACE Agent as well, without your having to click on the End call button.
Some ACE solutions have no function for detecting when you terminate a call. If you are working with such a solution, you must click on the End call button, after having terminated the call on your telephone.
Callback calls in Light Mode
- First you select a callback record from a waiting list and wait until a callback record is routed to you via a queue.
- When the callback record is routed to you, the Accept button flashes and information about the delivered contact is presented in the Contacts in progress area.
- If Accept contact automatically is not activated in the client settings you click on Accept.
- The call will not be dialled automatically, since you are working in Light Mode. You have to dial the call yourself on your phone and put down the receiver afterwards.
- The call is ended in ACE when you have selected feedback in ACE Agent. You are then considered ready and a new contact is sent to you.
Campaign calls in Light Mode
Technically speaking, campaigns are processed differently depending on how the actual dialling is done. If the calls are made via ACE Agent the campaign is of the preview type. Preview campaigns distribute call records via queues or waiting lists and functions like callback calls.
For work with campaigns where the dialling is done by a dialer, a login to ACE Dialer must be made. A continuous call between ACE Dialer and your telephone extension is established in connection with the login.
When you switch to a custom work level containing the Campaign, dialer service the Campaign with dialer support function is opened. This is done in the same way regardless of whether you are working in Light Mode or have a telephone physically connected to ACE Agent. The difference is that when ACE Dialer calls you, you must answer the telephone immediately and then, in ACE Agent, confirm that the login call has been answered by you.
After this, you must not put down the receiver. A continuously connected call between ACE Dialer and your telephone extension is established in connection with the login. This call will be connected as long as you are logged in to the service for Campaign, dialer. ACE Dialer makes the calls to the customers and directs calls to you automatically. You cannot see the information about the current call before you have the customer on the phone, except when it is a personal campaign record.
To end the customer call you click on End call or provide a feedback. Do not interrupt the call in your telephone!
Using Address book in Light Mode
In Light mode you can only use the Address book to find telephone numbers. The Make call button is inactive and you must make the call directly on your phone.
Call voice mail in Light Mode
The voice mail button, normally used in ACE Agent to make a call to a voice mail, is available also when you are working in Light Mode.
"Call could not be made as you are logged in in LightMode. Use your telephone and dial: 90510 and enter the code: 90510. Commas in the code mean that you have to pause between the figures in the code. If no telephone number is defined for calling your voice mail, please contact your system administrator."