This chapter covers the following topics:
Note: Your organization might have elected to implement a third-party tool to replace Oracle Advanced Inbound. In that case, see your administrator or the documentation for that tool for more information. Also, the Oracle TeleSales direct telephony integration with the eBusiness Center window does not support the multiple interactions and the passing of customer data with a call transfer between agents ("warm transfers") that are discussed in this chapter. Warm transfers are possible with Oracle Advanced Inbound.
When a call comes in from a customer, the customer information automatically appears for the agent taking the call. The system can match information based on any one of the following:
ANI (automatic number Identification)
Party Number
Collateral Request Number
Event Confirmation Number
Account Number
Marketing PIN Number
If no exact match is found, or if there are multiple matches such as several contacts available for the customer, then a list of possible matches appears and the agent selects the correct one.
If the Account Number has roles associated with it, then the account lookup is automatically launched and displays the owner and the roles associated with the account. The selected party and account from the lookup results is then queried in the eBusiness Center. If no roles exist for the account, then the eBusiness Center is directly launched from the incoming call and populated with the party information that owns the account.
One eBusiness Center is dedicated to media (inbound calls) only and is so labeled. You cannot perform non-media work using this eBusiness Center. The non-media eBusiness Center is used for non-media activities or to accept a second inbound call received at your direct extension, not through Advanced Inbound.
The eBusiness Center toolbar contains call-related icons. They include Next Call and a link to launch the soft phone Interaction Center controller.
Your system can bet set up to work with a third party softphone or using the teleset without a softphone for both inbound and outbound calls. You cannot use both the teleset and the softphone interchangeably.
In the outbound mode, an agent has the ability to navigate between each call by automatically getting the next call in the eBusiness Center when the previous call ends. From the wrap-up window the agent can also reschedule or recycle the call back at a specified time and date into the outbound list.
One agent can transfer a call to another agent if selected. Now both agents can see the same information and discuss the transfer.
Use this procedure to start your inbound call queue and take calls.
Prerequisites
Steps
In the eBusiness Center, click the Universal Work Queue icon.
The Universal Work Queue login opens.
Enter your login information. If you are using the softphone, then enter your extension number.
The Interaction Center Controller appears.
Select an inbound queue.
Click Get Work.
If the inbound information for the first call matches existing information exactly, then the correct customer information appears in the eBusiness Center and the interaction starts.
If the information for the first call has more than one match, then a list of possible matches appears.
If there is more than one match to the inbound call information, then select the correct customer from the list and click OK.
The customer information appears in the eBusiness Center and the interaction starts.
If there is no match to the inbound call information, then the eBusiness Center window opens and Universal Search appears. Search for the customer.
Take the call.
Enter appropriate information relating to the call such as notes or lead information.
If you want to enter interaction wrap-up information, then perform the following steps:
Click the Wrap-Up button on the toolbar.
The Interaction Wrap-up screen appears.
Enter the information.
Click Next Call.
If you want to end the interaction automatically using default values, then click the Next Call icon in the eBusiness Center.
The availability of the Next Call and Wrapup icons and how the Wrapup window functions depend upon your implementation and the call situation. For example, automatic wrap up can be enabled by your administrator. The following are several scenarios and how the features apply in each scenario. A Solicited call is a call through the Advanced Inbound Queue that the agent requests by clicking Get Work in the Universal Work Queue. An unsolicited call is a transferred call or a call to the agent's direct extension.
The following table shows the details for scenario 1:
| Scenario | Setting |
|---|---|
| CTI Enabled | Yes |
| Auto Wrapup | Yes |
| Queue Call (solicited media) | Yes |
| Interaction started | Yes |
| Party Displayed in eBusiness Center | Yes |
Icons in eBusiness Center
Next Call: Wraps up interaction automatically with default information, ends media, unblocks UWQ, and gets next call
Wrapup: Opens the wrap up screen
Buttons in Wrapup Window
Next Call: Wraps up interaction with default outcome, ends media, and gets next call
Cancel: Cancels the wrap up and returns to previous screen
End Interaction: Saves outcome, reason, result, and does not end media. Blocks Universal Work Queue and does not get next call. Provides choice of options to receive next call, end call, or find another.
The following table shows the details for scenario 2:
| Scenario | Setting |
|---|---|
| CTI Enabled | Yes |
| Auto Wrapup | No |
| Queue Call (solicited media) | Yes |
| Interaction started | Yes |
| Party Displayed in eBusiness Center | Yes |
Icons in eBusiness Center
Wrapup: Opens the wrap up screen
Buttons in Wrapup Window
Next Call: Wraps up interaction with default outcome, ends media, and gets next call
Cancel:Cancels the wrap up and returns to previous screen
End Interaction: Saves outcome, reason, result, and does not end media. Blocks Universal Work Queue and does not go to the next call. Provides choice of options to receive next call, end call, or find another.
The following table shows the details for scenario 3:
| Scenario | Setting |
|---|---|
| CTI Enabled | Yes |
| Auto Wrapup | Yes |
| Queue Call (solicited media) | No, unsolicited media |
| Interaction started | Yes |
| Party Displayed in eBusiness Center | Yes |
Icons in eBusiness Center
Next Call: Ends media, blocks Universal Work Queue, and does not get next call. If the agent was already available for a solicited call at the time of the unsolicited call, then the agent will be set available for next call.
Wrapup: Opens the wrap up screen
Buttons in Wrapup Window
Next Call: Wraps up interaction with default outcome, ends media, blocks Universal Work Queue, and does not get next call. If the agent was already available for a solicited call at the time of the unsolicited call, then the agent will be set available for next call.
Cancel:Cancels the wrap up and returns to previous screen
End Interaction: Saves outcome, reason, result, and does not end media. Blocks Universal Work Queue and does not get next call. Provides choice of options to receive next call, end call, or find another.
The following table shows the details for scenario 4:
| Scenario | Setting |
|---|---|
| CTI Enabled | Yes |
| Auto Wrapup | No |
| Queue Call (solicited media) | No, unsolicited media |
| Interaction started | Yes |
| Party Displayed in eBusiness Center | Yes |
Icons in eBusiness Center
Wrapup: Opens the wrap up screen
Buttons in Wrapup Window
Next Call: Wraps up interaction with default outcome, ends media, and gets next call
Cancel: Cancels the wrap up and returns to previous screen
End Interaction: Saves outcome, reason, result, and does not end media. Blocks Universal Work Queue and does not get next call. Provides choice of options to receive next call, end call, or find another.
The following table shows the details for scenario 5:
| Scenario | Setting |
|---|---|
| CTI Enabled | Yes |
| Auto Wrapup | Yes or No |
| Queue Call (solicited media) | Yes |
| Interaction started | No |
| Party Displayed in eBusiness Center | No (for example, wrong number) |
Icons in eBusiness Center
Next Call: Ends media, unblocks UWQ, and gets next call
The following table shows the details for scenario 6:
| Scenario | Setting |
|---|---|
| CTI Enabled | Yes |
| Auto Wrapup | Yes or No |
| Queue Call (solicited media) | No, unsolicited media |
| Interaction started | Yes |
| Party Displayed in eBusiness Center | No (for example, wrong number) |
Icons in eBusiness Center
Next Call: Ends media, leaves UWQ blocked, and does not get next call
The following table shows the details for scenario 7:
| Scenario | Setting |
|---|---|
| CTI Enabled | No |
| Auto Wrapup | Yes or No |
| Queue Call (solicited media) | N/A |
| Interaction started | Yes |
| Party Displayed in eBusiness Center | Yes |
Icons in eBusiness Center
Wrapup: Opens the wrap up screen
Buttons in Wrapup Window
Cancel: Cancels the wrap up and returns to previous screen
End Interaction: Saves outcome, reason, and result
The following table shows the details for scenario 6:
| Scenario | Setting |
|---|---|
| CTI Enabled | No |
| Auto Wrapup | Yes or No |
| Queue Call (solicited media) | N/A |
| Interaction started | No |
| Party Displayed in eBusiness Center | No |
Icons in eBusiness Center
None
Buttons in Wrapup Window
Not Applicable
Use this procedure to wrap up the current interaction and query another party without ending the current call. You can query another party if for some reason two customers call in on one call, or if the initial was an incorrect party and you must re-query a customer.
Prerequisites
Steps
In the eBusiness Center, click the Wrap-Up button on the toolbar.
The Interaction Wrap-up screen appears.
Enter the information.
Click End Interaction.
You can now query another customer while remaining on the call.
Use this procedure to transfer a call to another agent.
Prerequisites
To transfer using the softphone
Place the customer on hold.
Select the Soft Phone icon in the eBusiness Center and call the other agent using the soft phone.
The Interaction Center Work Controller appears for the second agent.
The second agent accepts the call.
The data transfer begins. The transfer begins while the agents speak to each other before the final click of the transfer. The agent sees the customer information including the selected campaign and any changes made by the first agent.
Transfer the call.
To transfer using the teleset
Conference or transfer the customer to another agent using the teleset.
The agent reviews the screen pop about the customer. The screen contains the original call data. It does not include information changed by the transferring agent.
Use this procedure when you do not want to record an interaction for a phone call. For example, the call is a wrong number or the caller was calling for some quick information such as directions.
Prerequisites
Steps
If partial matches display, do not select one but instead click Cancel.
If Universal Search appeared, then it disappears when the customer hangs up.
Click the Next Call icon. (The icon is active because no interaction was started.)
No interaction was started or recorded.
If you want to track interactions for bad calls, then you can set up a dummy customer to assign bad calls to and follow the normal Inbound scenario.
You can place an Outbound call using any of these methods:
Universal Work Queue > Get Work
Universal Work Queue > click on telephone number to dial
Softphone > IC Work controller (if Softphone is enabled)
Click the phone number in the application. You must have the softphone running.
Use this procedure to reschedule an outbound call.
Prerequisites
Steps
In the eBusiness Center, click the Wrap-Up button on the toolbar.
The Interaction Wrap-up screen appears.
For the interaction Result, choose Call Back.
In the Follow Up Action area, enter the date and time for the Reschedule.
Click either End Interaction or Next Call to save the interaction.
The Interaction Wrap Up window displays your call statistics for either inbound or outbound calls.
Prerequisites
Steps
In the eBusiness Center, click the Wrap-Up button on the toolbar.
The Interaction Wrap-up screen displays the following call statistics for either inbound or outbound, depending upon which mode you are currently in.
Talk Time: This is real time hours, minutes, and seconds for the current call. It is call time minus wrap-up time.
Average Talk Time: This is your average talk time per call. The calculation is updated when a concurrent program is run.
Average Wrap Up Time: Wrap up time is the time between when the customer hangs up and when you end the interaction. Total wrap up time is divided by the number of calls taken to calculate the average. The calculation is updated when a concurrent program is run.
Number of Calls Taken: This is a real time daily total number of calls you have taken for the day.