Efficient Voice Channel Workflow via off-Hook Mode

With off-hook connection mode agents can instantly and seamlessly connect to customers and improve their productivity. Off-hook is a persistent connection from the agent’s device to Virtual Contact Center. It removes the need to connect the agent’s workplace phone for every call handled. Agents set up their voice connection before they start working on calls and remain connected throughout their working day. It allows them to respond to incoming and outbound phone calls with a simple click on the user interface.

In the previous behavior, after agents logged in to Virtual Contact Center and made themselves available, they had to accept the interaction for every call that came through the queue. If they missed the ringing phone, they would no longer be available to take the interaction.

If your tenant is provisioned with off-hook connection mode, you can see this feature in Configuration Manager. To enable off-hook connection mode for the tenant, log in to Configuration Manager as an administrator and click Enable Off-hook Connection Mode in Home > Profile. Once it is enabled by administrators, agents can click Enable Off-hook Connection in their Agent Console's user profile.


Enable off-Hook Connection in Configuration Manager

If your tenant is provisioned with off-hook connection mode, admins can see this feature in Configuration Manager.

To enable off-hook connection mode in Configuration Manager:

  1. Log in to Configuration Manager.
  2. Go to Home > Profile.
  3. Select Enable Off-hook Connection Mode. Off-hook connection is now available for all agents in that tenant.
  4. Click Save.

Enable off-Hook Connection in Agent Console

If your administrator has enabled off-hook connection mode in Configuration Manager, agents can see this feature in Agent Console.

To enable off-hook in Agent Console:

  1. Log in to Agent Console as an agent.
  2. While in offline, go to the My Profile page.
  3. Select the Enable Off-hook Connection Mode. Once enabled, a message appears showing you how the feature works.

    Note: This option is available only if it is enabled by the administrator in the Configuration Manager.

  4. Click Ok and then Save.

Work with off-Hook Connection Mode

  1. Log in to Agent Console. Make sure off-hook is enabled in the agent profile. Off-hook can only be enabled for agents if the administrator has already enabled it for the tenant.
  2. Click to change your status to Available. It triggers the outbound call from VCC to agent's workplace phone/SIP.
  3. A new status is now offered called Off-hook Call Offered.

  4. Answer the call. You hear a personal identification number (PIN). The PIN is randomly generated for each login.

  5. Enter the PIN into the authentication box and click Confirm. It opens the agent’s off-hook connection. Once the off-hook connection is open, it remains open as long as the agent is logged in.

  6. Accept the offered calls to instantly connect to the inbound call, or hear Virtual Contact Center ringing the customer for the outbound calls.
  7. Log out to close your connection. A notification appears when the connection is dropped.

    Note: If the connection drops due to an interrupted line or a call being hung up, a notification appears allowing the agent to open the off-hook connection again. Click Open connection to continue.


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