The softphone is a new way to connect to calls without having to go through your phone line. You will be provided a set of headphones by MRS to use. This must be plugged into the USB port on your computer for the agent to connect properly. The new headset will replace your external speakers and/or Listening headset. You will be using your new softphone headset for that operation too. Any questions on getting your Headset please contact Myles via email or call 414.416.8984.
Headset Inline Controls
 | There are three buttons that are active via inContact. The + button allows the volume to raise up the - button allows the volume to lower. The button allows you to mute your mic. |
Connecting the softphone
After logging into your account through inContact, on the left side select ‘Launch Agent’. You will then pick ‘Integrated Softphone’. The phone number input box will disappear and MAXwill be selected for you. Thin agent will not be available to select for the softphone.
You will then get the Max Agent pop up:
There will be no need to log into the Max agent with your phone number.
You can toggle between statuses at the top of the agent. There is a drop down box with Available, Unavailable, etc. The statuses are the same as the Thin agent except that the Log Out button is also in the drop down.
Placing calls
Click the ‘New’ icon on the bottom left hand side of the agent leg. Type the number of the contact you want to call and select which skill the call is for.
There is also a History tab you can use to call back previously dialed numbers.
For internal calls, click My Team and an address book will appear. You can either scroll through or use the search field to look for the person you want to call. When you hover over that person's name, you will get more information such as, what state the person is in, what skill the call is and how long they have been on the call. If the rep is available, you will get an option to call. Select your contact and click Call.
Receiving calls
Calls will come to you the same way they would with the Thin agent, based on what skill you are trained on and what your priority is for that skill.
The line will ring through your headphones and you will get a notification on your screen.
Click ‘Accept’ and the call will connect.
Transferring/Conferencing calls
In the Phone workspace, click Transfer / Conf.
Type the number of the contact you want to call or use the address book to select a contact. Click Call.
When Transferring:
MAX dials the new contact. Before the new contact answers, you will want to click Cold Transfer to place the first contact into the ringing line and disconnect yourself, or you can click Hang Up to disconnect from the new contact.
If you are cold transferring, make sure the individual you are calling is aware of the call coming through.
When Conferencing:
While on a conference call, you cannot mute your microphone, mask the call, or place either line on hold.
When you are connected to the second contact, click Conference.
You are now connected to both contacts and all three of you can speak to each other. When the call is over, click Hang Up to drop the patron from the call and continue the conference call with those still connected. Click End Conference to disconnect the conference call completely.
Playing recordings
When you are on a call that requires you to play pre-recorded messages, you will need to click on the Launch button.
If the skill you are on is set up with recordings, they will appear here. Click the line that corresponds with what the interview is asking that you play.
REMINDER: You cannot communicate with the applicant while the recording is playing.
End of Call
You will still get the End of Call Utility pop up like normal. Just like the Thin Agent, when the call ends you will go into ‘After Call Work’ status. Once that time is up, length depends on the skill, you will go back to the status you were on before making the call.
At the end of the day, make sure you log out of the agent first like you would do with Thin Agent. The log out button is in the drop down of status selections.
