Assist Client (Inactive)
- Roxanne Davila (Deactivated)
- Aaron Bailey
Designed for a call center environment the Assist Client allows call center agents to process calls and view the status (call waiting, agents available, etc.) of their Queue. In addition it allows call center supervisors to listen in on calls, whisper to agents, and even take over the call should be become necessary.
Page inactive in Voiceware Version 4.3 and higher.
Line by Line Explanation
This field lists all the agents logged into the queue selected on the left. Selecting an agent will allow a supervisor a number of actions.
Enter pause status: forces an agent into a pause status so they will not receive another call
One Call: this dropdown allows the manager to follow a call or agent as call begin, end, or are transferred.
3-Way: begins a 3-way call with the agent, caller, and supervisor
Whisper: allows the supervisor to talk to the agent without the caller hearing what’s said
Listen: allows a supervisor to listen to the call without being able to talk to the agent or caller
Barge: allows the supervisor to take over the call, removing the agent
Record: begins call recording for that call
Displays any calls waiting along with the callers information and hold time.
Supervisors have three options when selecting a waiting call. Triage, redirect, and grab.
Triage: will direct the call to the supervisors phone so they can speak with the caller. If the supervisor hangs up the call will be placed back into the queue.
Redirect: Allows the supervisor to redirect (blind transfer) the caller to an extension and thus remove them from the Queue.
Grab: Allows the supervisor to take the call. If the supervisor hangs up the call is ended and not placed back into the Queue.
Displays a list of all active calls for the selected Queue.
Supervisors have several options when selecting an active call.
3-Way: begins a 3-way call with the agent, caller, and supervisor
One Call: this dropdown allows the manager to follow a call or agent as call begin, end, or are transferred.
Whisper: allows the supervisor to talk to the agent without the caller hearing what’s said
Listen: allows a supervisor to listen to the call without being able to talk to the agent or caller
Barge: allows the supervisor to take over the call, removing the agent
This section will display caller info if actively on a call and will also allow outbound calls to be placed via the Queue and not the individual agent.
If on a call this section allows a call to be transferred blind or attended (speaking with the person you wish to transfer the call to first). To transfer a call enter the number to dial and the prefix (i.e. 8 or 9 to get an outside line) and then press the blind or attended transfer option.
If not currently on a call this section allows an agent to place a call. Enter the number to dial and the prefix (i.e. 8 or 9 to get an outside line) and then press Dial.