Working with the CTI using the OpenFrame window
Use the OpenFrame window to make a call, answer a call, transfer a call, or set status.
Answer an incoming call
Use the OpenFrame window to answer an incoming call.
Before you begin
Role required: sn_customerservice_agent, sn_customerservice.consumer_agent, sn_open_frame, or admin
About this task
The OpenFrame window displays the incoming call, including the phone number and the customer contact or consumer information.
Procedure
Click Accept.
When the call is finished, click End.
Make an outgoing call
Use the OpenFrame window to make an outgoing call.
Before you begin
Role required: sn_customerservice_agent, sn_customerservice.consumer_agent, sn_open_frame, or admin
Procedure
- Select one of the following options.
| Click the phone icon in the banner frame. | Enter the phone number in the Number field and click Call. |
| Click the phone icon next to the Contact or Consumer fields on the Case form. | Customer contacts and consumers can have multiple phone numbers. - If only one phone field is populated, a call is placed to that number. - If more than one phone field is populated, a dialog box displays the available numbers. Click the desired number to place the call and close the dialog box. |
- When finished with the call, click End.
Transfer a call
After accepting an incoming call, a customer service agent can transfer a call to another agent.
Before you begin
Role required: sn_customerservice_agent, sn_customerservice.consumer_agent, sn_open_frame, or admin
Procedure
Answer an incoming call.
Click Transfer.
Select an agent from the drop-down list.
Click Call.
Set agent call status
Customer service agents can set their current call status.
Before you begin
Role required: sn_customerservice_agent, sn_customerservice.consumer_agent, sn_open_frame, or admin
Procedure
Click the phone icon in the banner frame.
Select your availability.
| Available | The agent is available to take a call. |
| Not Available | The agent is not available to take a call. |
| Busy | The agent is currently on a call with a customer. |
| Wrap Up | The agent is updating case information after completing a call. After completing a call and the subsequent wrap up, an agent must manually change the status from Wrap Up to Available. |
The **Presence** field in the **OpenFrame** > **OpenFrame Agent Presence** record is updated with the availability status set for the agent.