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 whether it was accepting the call on a softphone such as Virtual Office app for Desk.com or picking up their desk phone. 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.
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:
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:
Note: This option is available only if it is enabled by the administrator in the Configuration Manager.
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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