From Oracle Contact On Demand, you can place external calls to customers or internal calls to another agent or supervisor.
By default, each agent has two separate phone lines, allowing you to receive an inbound call on one line and make an outbound call on a second line. For example, your customer might need information that you cannot supply. You can place the customer on hold, click the second line to begin using it, click Dial, and call someone else for the information you need. When you receive the information, you can end the second call and return to your customer on the first line.
Placing an external call automatically creates an activity record within Oracle CRM On Demand for the call, unless you clear that option before dialing each call. Logging the outbound call activity saves you time tracking your daily activities, and allows managers to measure each agent’s productivity.
To place an external call
To place an external call using Click-to-Dial
To place an internal call
An internal call can be placed to any agent or supervisor. Their status is displayed in the list of users along with their name and target telephone number (that is, current location). A call placed to an agent rings that agent's telephone, regardless of the agent being logged in or not.
|Published 5/4/2012||Copyright © 2005, 2012, Oracle. All rights reserved. Legal Notices.|