VBC Contact Center Agent – Guide

Logging In

You can access Vonage Contact Center via the Vonage Business Communications desktop application. To begin:

  1. Launch the desktop application, or open a web browser and go to app.vonage.com and input your Username and Password into the corresponding fields.
  2. Click Log In.
  3. From the main dashboard, click on the expand icon in the upper right-hand cover. This will expand Contact Center into the existing dashboard.
  4. Click Login to Vonage CC

Overview

The main interface for Vonage Contact Center is the ContactPad. This is where Agents make and receive calls through this Contact Center Application. There are four main tabs:

  1. The Home tab includes the following:
    • Agent Name and ID
    • Callback Number – this is used for outbound presentation and is only available if enabled for your account. It will display –Default– if the Agent does not have the ability to change their Callback Number or multiple Callback Numbers are not enabled
    • Current Telephone Number
    • Call Handling Skill Groups – shows the agent’s assigned skills that determine the types of call requests they’ll receive.
    • Settings – Allows the Agent to change their Callback Number and Telephone Number
    • Log Out
  2. The Information tab includes the following:
    • The DIrection of the current call.
    • The name and telephone number only if it’s an inbound call.
    • The name and telephone number of the inbound caller” and “the name of the queue the inbound call came from.
    • The number the caller dialed.
  3. The History tab accounts for your entire call history, those being calls made, missed, and received. This tab is broken into two separate areas: All Calls and Missed Calls housing caller information, including the number, time, and date of each call.
  4. Lastly, the Queue tab displays the number of calls waiting in the queues the agent is serving, based on their groups. This number also appears in the panel’s tab for quick reference.

Changing States

Upon the first login, you are placed into a Ready state, meaning you are ready and available to take incoming calls. Contact Center has the following available states for your use:

  • Ready – available to receive inbound calls.
  • Wrap Up – upon a completed call, you are put into this stature to finish up any post-call activities.
  • Away – states that you are currently away from your desk and cannot accept calls for a short period of time i.e. breaks or comfort breaks.
  • Extended Away – states that you are currently away from your desk and cannot accept calls for an extended period of time i.e. Lunch, training sessions, and/or meetings.
  • Ready for Outbound – agents will not be able to receive any inbound calls, but can make outbound calls.
  • Log Out – The agent may also log out from the state drop down.

To change the state:

  1. Click on the status drop-down menu and select the appropriate state.
  2. Once selected, your contact center will go into that state until you change it back to Ready. Unless you place yourself into the Wrap-Up state which has a timed setting.

Receiving Inbound Calls

You can use the call control functions of Vonage Contact Center when you receive a call through the ContactPad; you can put the call on hold, consult with someone else, transfer the caller elsewhere or even control the call recordings.

When you first receive an inbound call, the following things happen simultaneously:

  1. Your state will automatically change to Busy Inbound.
  2. Your Call Control buttons become available. Those being, Release, Hold, and Consult.
  3. Inbound Call details show on screen in the information panel.
  4. Lastly, the phone rings.

Click the Answer button to connect to the call. You are now connected to the caller.

To place a caller on Hold:

  1. Click the hold Button, the caller will hear on-hold music. The hold button will change to Retrieve. To resume the call, click the Retrieve button.

Transferring Calls

While on a call, you can consult with another agent or someone on another number about the call. To consult with an agent or a third party contact:

  1. Click the Consult button.
  2. Once pressed, a dialog box will appear displaying agent information, queue names, service names, and agent groups. You can either search for a specific agent, queue, or group within the search field or enter a valid 10-digit number.
  3. You can also scroll down the list until you see the agent you would like to consult with
  4. Please Note: You can only consult with an agent who is in the Available now or Interruptible status. You can also differentiate an available Vonage Contact Center agent from a regular Vonage Business Contact by the circle next to their name or number. A Contact Center agent will have a filled-in circle, while the Business Contact’s circle will be hollow.

  5. When complete, press Enter or Click Dial to connect to the selected agent.
  6. When you can connect to the agent, your call control buttons will change; you now have the option to Release the call, Alternate between calls, or Transfer the call to the selected agent.
  7. To transfer a call to the selected agent, click Transfer. The call will be transferred to the consulting agent. Your state will now change to Call Transferred.
  8. You can also transfer the call to another queue by following the above steps but instead of selecting a coworker to consult with, you select the queue you would like to transfer the call to.Once the call queue recorded prompt starts, press Transfer.

Pausing A Recorded Call

While on a recorded call, you have the option to pause the recording. To do this:

  1. Click the Pause button under Recording in Progress. The button will switch to a start button. To resume the recording, click the Start button.
  2. When you are not on an active call, you will see Recording: No Call with a grayed out Pause button.

Conference Calls

While on a call, you can add another contact. This can be another agent or third party individual. To add a contact to an active call:

  1. Click the Consult button.
  2. Once pressed, a dialog box will appear displaying agent information, queue names, service names, and agent groups. You can either search for a specific agent, queue, or group within the search field or enter a valid 10-digit number.
  3. You can also scroll down the list until you find the contact you would like to consult with.
  4. Press the Return/Dial button.
  5. When the party answers, press the Conference button to merge calls, the third party contact will now be on the active call. You have now completed a conference call.

To release the added member:

  1. Click Release, this allows you to disconnect the newly added third party and resume your two-way active call by pressing the Retrieve button.

Ending a Call

To end an inbound call:

  1. Either click the Release button or hang up your phone.
  2. Following each call, your state will change to Wrap Up (Auto) for post-call activities.

Making Outbound Calls

To make an outbound call, Vonage Contact Center requires you to engage in a two-step process. First, the Contact Center dials your phone number. You must either answer this call to proceed or enable the auto answer function.. When the initial call is answered, the Contact Center will now dial out to the number you provided.

To make a call:

  1. Click the Make Call button, your status will change to Ready (Outbound).

The make a call dialog box will appear, giving you two options. The first option is to input a valid 10-digit number while the second option is to choose a specific agent.

To make a call using the first option:

  1. Enter the 10-digit number.
  2. Click Dial.
  3. Your telephone will ring. Answer the call.
  4. Once connected, you will hear ringing, this is Contact Center dialing the number you provided. Wait for the recipient to answer. Once connected, you have completed the call.

To make a call using the second option:

  1. Select the agent via the drop-down list.
  2. Click Dial next to the agent.
  3. Your telephone will ring. Answer the call.
  4. Once connected, you will hear ringing, this is Contact Center dialing the number you provided. Wait for the recipient to answer. Once connected, you have completed the call.

Logging Out

To log out of Contact Center:

  1. From the home tab, click the LogOut button.
  2. You will successfully be logged off Contact Center and remove you from assigned queues.