8 Using Call Features
You can set up CX for Utilities Agent Service to integrate with the Computer Telephony Integration (CTI) available in the Oracle Fusion Service system. This integration enables your customer service agents to manage their phone status, answer calls, and enter wrap-up and resolution notes to a call directly from CX for Utilities Agent Service.
By default, your calls that come in to your agents are routed as follows:
- Known Caller: The system opens the Customer Dashboard after the agent accepts the call.
- Unknown Caller: The system opens the Person and Premise Search after the agent accepts the call. Once an unknown caller is verified and changes to a known caller, the system opens the Customer Dashboard.
Optionally, your utility can turn on the following features:
- Close All Open Windows Reminder: When you enable this feature, a window automatically pops up when an agent ends a call to reminder them to close all open customer records that are associated with the previous call. This feature helps your agents safeguard customer information.
- AI Generated Wrap-Up Notes: During wrap-up of a chat or voice call, the wrap-up dialog can include an automatically generated summary of the conversation, if the configuration is set to do so. The human agent can edit the draft before saving, if desired.
- AI Generated Knowledge Article Suggestions: With Generative AI enabled for the Redwood Service Center, telephony partners can enable call snippets. If call snippet and voice to text transcription are enabled, the suggestions will be generated based on the live transcript captured during the call. The snippet suggestion panel displays three suggestions at a time. The suggestion list contains recommended knowledge articles, some descriptive text, and a source document link or the knowledge article link. Agents have the ability to send the knowledge article via an email if the telephony partner has configured messaging services. Agents also have the ability to share the knowledge article via text when the phone call is from a known contact.
Note:
The call features discussed here are available only to users that have the customer service agent role assigned to them.For additional details on using and enabling these features, see:
- For additional information about using the CTI features, including how to set your phone status, answer a call, and wrap up a call, see the Calls chapter in the Using Service Center Guide, available in the Oracle Fusion Service library.
- For information about configuring CTI features, see Computer Telephony Integration Tasks in the Implementing Customer Experience for Utilities Guide.
- For information on using and enabling the call wrap up notes feature, see Generate Wrap Up Notes at the Conclusion of a Call or Chat.
- For information using and enabling the article suggestions feature, see Assist agent phone communications with article suggestions.
- For general information about Fusion Service AI features, see Oracle AI for Fusion Applications