With the Disconnect button you can disconnect the consulted party.Ĭlick to put the call on hold. If the contact refuses, you remain connected with the customerĭuring the delight transfer you have the following controls: If the contact accepts, you are now in a delight transfer Initiate via Drag and Dropĭrag and drop the contact on the " Release to Delight Transfer box" This will make sure the right information is handed over. If contact refused, you remain connected to the customer.Ī delight transfer is consulting with the transferee while the customer is part of the consult. If contact accepts, the conversation is transferred to the contact The conversation will now be offered to the contact: Note: Optional you can select the specific endpoint, for example mobile. Initiate via buttonsĬlick on the icon and search for a contact to consult If successful the conversation will be transferred, if unsuccessful the conversation will remain at the agent. In this scenario you transfer the conversation directly to another contact. Direct TransferĪ direct transfer is also know as a blind transfer. Warning: A contact's phone number must be in E.164 format. Switch to a wildcard search instead of a equals search. Will open the CRM settings for the Anywhere365 WebAgent. After an incoming conversation is accepted, these buttons will be enabled based on your current context. From there it is possible to transfer, take back or quit the call.Īt the bottom of the Anywhere365 – WebAgent there is a button bar that provide easy access to common places inside CRM client. When a call is on hold, the icon will change to. To put the current caller on hold, press the Yellow “pause” button or take a call from the Queue. There are various reasons to put a caller on hold, when you need to have consultation with a colleague (whether or not you transfer the caller) or when another call is incoming. Note: DC2021.03 or higher: During the hold the customer is put on hold and music on hold is played. Note: DC2021.01 or lower: During the hold all participants are muted
You can pick it up from there or wait until the UCC decides to hunt another Agent (in this case, that would be you, if you are Available of course). If your colleague is hunted for the call, but he or she is not answering, the call will stay in the queue. If you are Available, the call will be forwarded to you and the Reception Attendant will ring, so you can answer the call. While the call is in the queue, the UCC will look for an available Agent. The caller will automatically be forwarded to an Agent with that particular Skill. Your company uses 1 Skill and 2 Agents who are using the Reception Attendant. Let's say someone calls the main number of your company and that this main number is connected the an UCC. Click again to unmute.Īdd more participants to the current conversations. The workflow can be found in the section "Transfer".Ĭlick to mute your microphone. With Transfer, you can transfer a Call to another person or a Skill. With the Disconnect button you can disconnect a current dialogue or reject an incoming dialogue. The following describes what functionality they have.Ĭlick to put the call on hold. In the Call controls the following buttons are available. Note: To use the Call Buttons, you need to configure the Remote Call Controls, Learn More User is Informal and doesn't have the option to sign in or out. User is currently inactive, click to sign in. User is currently active, click to sign out.
This can be achieved when the Agent sends a start or stop command to the Skype for Business client of the UCC. Note: Only needed when you are a Formal Agent A Formal Agent is able to sign in and sign out of the UCC. If a username is required it will be prompted after you have clicked “Sign in”.Īfter logging in, you will be ready to start using the Anywhere365 WebAgent. Note: When using Office365 as authentication, make sure your browser does not block the pop-up.
Log in with your Anywhere365 enabled account (Sign-in address + Password). In SAP C4C click on the phone icon in the top right.Ĭlick the button to launch the Anywhere365 WebAgent.
Sap c4c integration guide how to#
This user guide explains on how to use the WebAgent in SAP C4C. Note When using the WebAgent make sure your browser is compatible with your user platform, Learn More Introduction
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