Phone Browser Job Aid

Transcription

1 Set-Up: What to do: Phone Browser Job Aid What you will see: Complete the following steps before you sign on to the Phone Browser for the first time on the new platform. a. Check your computer control tray. If the yellow CTI phone is in your computer control tray DO NOT proceed with your log in. Seek assistance from your manager. Computer Control Tray. When the Java Setting Warning window appears follow the steps below. If the window does not appear, seek assistance from your manager. a. Click on the banner that will appear within the phone browser. b. Click Close on the Information Bar window. b c. Click on Run Active X. d. Click Run. c When the download is successful the phone browser icon will display in the computer control tray. d

2 Settings: Phone Browser Job Aid Click on the Settings box after you log in for the first time.. Enter your agent extension.. Enter the phone password of 4.. Enter your physical extension from handset. (If needed, confirm your physical extension by dialing ) 4 4. Check the Perform Phone Login box to set your phone to automatically login each day. (This is an optional feature.) Do not check the Outbound Campaign box unless assigned to an outbound team. Login: 6. Choose Icons with text in the View Preference Box. 7. Do not check the Startup Details boxes unless assigned to a specific task (i.e. Catcher calls for receiving callbacks from Outbound campaign) 8. Click OK to activate your settings.. Click Login to use the new browser. NOTE: Automatic login will occur every time after the initial set-up if Perform Login was selected in Settings.. Browser will default to AUX 0. NOTE: Changing to Ready will place the phone in Auto-In.. AUX states can be selected by choosing the desired number after clicking the AUX button. 7 8

3 Transferring/Conferencing a Call: Phone Browser Job Aid When transferring a call, you will continue to use the ECA tool from Portal. Once you have selected the appropriate path for transfer, an expanded window will appear. A A. Call Control: Current phone state is indicated by green color and can be changed in this area. NOTE: Phone states can not be changed when the member is on the line. Use handset if necessary. B B. Call Status: Messages will be displayed in the area indicated by the red circle. Blue lettering - informational message. Yellow lettering - warning message. Red lettering - error message. C C. Member Information: Member s name and USAA number, as well as the name of the area to which the call is being transferred will be displayed in this section. NOTE: Although grayed out the Member Number field is required at all times. Enter a if there is no member number available. D D. Message to Rep: Add any messages for the receiving MSR here. Add the message prior to selecting one of the buttons to conference or transfer. E E. Call Options: Select the appropriate button to continue your call. The action you take will determine what buttons will be activated. Conference with caller and rep Transfer call to rep/queue now Hold rep/queue and talk with caller Hold caller and talk with rep/queue Talk with caller Dial to conference or transfer Exit from conference Hold in conference Stop transfer

4 Test your understanding Practice the following steps with a peer before taking calls Scenario:. Need to make a call Do this:. There are two ways to place a call Using the Phone Browser. Go to the phone browser. Enter Phone Number in Phone Number field. Click Dial; your call will be connected 4. It is unnecessary to put a 9 in the field for an outside line. Use the ECA path.. Go to the ECA tool. Select the reason for the call. Select Direct Dial at the bottom of the ECA screen 4. Enter phone number 5. Click Transfer. Basic Phone Browser management. Need to make a warm transfer or conference call 4. Need to cold transfer a member 5. Make a transfer to another rep using ECA with a message. Phone browser call control functions. Complete these steps:. Put caller on hold. Take caller off hold. To enter an AUX state select the AUX icon, then select from options provided (AUX,,, 4, 5). 4. When you are ready to end the conversation with the Member, locate phone browser in the task bar or computer control tray. 5. Click Hang up.. Steps to warm transfer/conference:. Select ECA tool.. Select transfer information (reason for call, business area, product category). Select Transfer 4. Call transfer information on Phone browser will open 5. Select Dial to conference or transfer this will initiate dialing 6. Receiving MSR will receive the call information 7. When your call is connected, Select Conference with caller and rep 8. Introduce caller with MSR 9. Select Exit from Conference 4. Steps to Transfer:. From the ECA tool. Enter transfer information (reason for call, business area, etc.). Select transfer 4. Call transfer information on Phone browser will open 5. Select Dial to conference or transfer this will initiate dialing 6. Select Transfer call to rep / queue now. 7. Your call will be transferred. 5. Steps to Transfer using ECA:. Select ECA tool. Enter transfer information (reason for call, business area, including a message to rep). Select transfer 4. The Dial to Conference or Transfer step will be by-passed. 5. You will be connected immediately. 6. You can either Conference or Transfer. 4

5 Trouble Shooting Tips Scenario: Do this:. You see an error message, Invalid Parameters, when attempting to log in.. You have difficulty locating the Phone Browser to Hang up prior to the member disconnecting to enable the member to complete the survey.. You will need to Select Settings button on the Phone Browser control window to re-enter Agent Extension and Physical Extension. Confirm the numbers entered are correct before clicking OK.. You can use the Internet Explorer Manager window on the task bar to quickly locate the phone browser or make it a practice to place the phone browser in a specific corner of your desk top for easy location.. When you call another business that has a prompt that requires using the phone key pad to enter a number to navigate, the Phone Browser will not work (e.g. AT&T Language Line).. Use your physical phone key pad to navigate through the prompts. Once you switch from the browser to the physical phone, do not use the browser again for the call. The browser will reset on the next call. Once you use the physical phone, you must continue to manage the call using the physical phone. When transferring a call, use the ECA to identify the correct VDN to dial and use the physical phone to make the transfer. 4. You are making an external outbound call using the Phone Number field and receive an error message indicating that member data is missing. 4. The member number field can not be blank. Enter any digit to enable the dial and try again. 5. While the member is on hold, you had to use your phone to release them after contacting a rd party (helpline, underwriter, dealer, etc). 5. The Stop Transfer button can be used to drop a rd party when there was not a conversation between three parties. 6. While the member is on the phone you are unable to change the phone state to ACW or AUX. 7. CTI error message displays advising you to use manual process. 8. If your physical phone is ringing out loud and the Answer button is flashing red on member calls after being scheduled to work from home. 9. Transfer box remains from previous call with the last member s information prefilled. 0. While the member is on hold, you call another area and then need to check back with the member. 6. Use the physical phone to change phone states while on a call. 7. Use the physical phone to perform transfers or conferences. 8. Contact the Help Desk at and advise that you recently were scheduled to work from home but are in office. 9. Click on the Settings box on the browser and click Cancel to resize the browser box. 0. Manually take the member off hold on the physical phone and then use the phone browser to transfer or conference the call. 5

6 Outbound Teams ONLY What to do: Switch Over to Outbound: Use the following procedure to switch from the inbound phone browser to the outbound dialer. What you will see:. Click on Logout to logoff the inbound phone browser.. Click the Switch Over button.. Outbound Mode Selected message will be displayed on the inbound phone browser. NOTE: Both the inbound and outbound browsers will display in computer control tray. 4. Outbound dialer will be available to perform outbound calls. 6

7 What to do: Switch Over to Inbound: Use the following procedure to switch from the outbound dialer to the inbound phone browser. What you will see:. Right click on yellow phone in computer control tray and click Close.. Click the Switch Over button on new phone browser.. Click Login on new phone browser. 7