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. This allows them to respond to incoming and outbound phone calls with a simple click on the user interface.
In the previous behavior, after agents log in to Virtual Contact Center and make themselves available, they have to accept the interaction for every call that comes through the queue. If they miss the ringing phone, they will no longer be available to take the interaction.
To enable off-hook connection mode for the tenant, log in to Configuration Manager as an administrator and click to Enable Off-hook Connection Mode in Home > Profile. Once it is enabled by administrators, agents can click to Enable Off-hook Connection it in their Agent Console's user profile.
To enable off-hook connection mode in Configuration Manager:
To enable off-hook in Agent Console:
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.
Click Ok and then Save.
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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