Contents
1. Description
This procedure will outline how to log in to the softphone to take customer calls in Zendesk. It will also guide you through how to take, transfer and end calls.
The softphone is built into the top toolbar of the system, and will automatically log you in to take your calls.
2. Rules
There are no rules for this procedure.
3. Procedure
Log in to the softphone
- Click the phone icon in the tool bar. This will launch the login process to gain access to the softphone.
- A pop-up window will appear, click Continue. A new window may open in your web browser and close automatically.
- Once the browser opens and closes, the softphone box will update. Click Sign into Amazon.
- A new browser tab will open. Close it by clicking X in the tab.
- When you are ready to take calls, change the status of your phone to available by clicking the main button in the softphone.
- To update the status, click the profile circle then click Online.
Connect the call
When a call comes in, the customer’s number will be displayed along with a checkmark or a cross to accept or decline the call.
This same section of the softphone will also update to show the relevant call controls, such as the option to hang up.
Transfer the call
- To mute your customer and initiate the transfer, click the icons in the below image (from left to right).
- From the queue of skills in the Quick connect list, select the title and initiate the transfer.
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- When you are ready to complete the transfer, ensure the receiving agent is informed about the enquiry and understands the customer’s needs. Next, click the Hold and Mute icons to bring the customer into the conversation. Finally, click the Hang Up button to exit the call.
Important: Do not mark tickets as solved prior to initiating and completing a transfer to another department. Only solve your tickets after the transfer has been completed.
For a one-page guide on how to transfer, click here. You can save this to your desktop to refer to later.
If you are not transferring the call, but need to consult with another department:
- Complete the first two steps of the usual transfer process.
- Speak with the other department to get the information you need.
- Once you are done, have the other agent hang up the call. You must not hang up the call.
Change the AUX status
Important: You must change your AUX status (e.g. Break or Offline) before a call ends. Changing AUX status during ACW will prevent the AI summary from being generated.
1. To change you AUX status, click on the agent icon.
2. You will see a dropdown list of status update options. Select the required status, then click Save.
End the call
After a call ends and the customer has disconnected, a transcription of the conversation will be available. You can also use AI to generate a summary of the discussion, which can be added directly to the ticket and your account notes. This feature saves time by reducing the need to manually write detailed notes.
Follow the below steps to generate the AI summary at the end of each call:
- Navigate to the Notes box, which is available at the bottom of the softphone window when your call has concluded.
- Click the blue upwards arrow icon in the Notes box within the softphone.
- Click the purple Summarize Conversation button to generate the conversation summary.
- The conversation window will generate a text summary. You must not change any of the text in this view unless sensitive information is mentioned (i.e. domestic and family violence references).
- Click insert and the tick icon, which will update the ticket with the summarised text. Ensure you click insert and the tick icon before moving on.
Note: This does not update the customer’s account with an interaction note.
Important: Due to the character limit (1000), any summary exceeding the limit must be copy-pasted into the internal notes.
- After clicking the tick icon, check that the AI summary box has been updated with Complete. This will indicate that it has been correctly added to your ticket.
- To finish, click Save and close contact to complete the process.
End of procedure
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