Contents
- Introduction
- Starting Your Working Session
- Starting Agent Desktop
- Selecting a Phone Device
- Logging into Agent Desktop
- Installing and Updating Agent Desktop Helper Application
- User Interface Overview
- Changing Your Agent Desktop Appearance
- Understanding Screen-pop
- Configuring Your User Profile
- Configuring Your Voicemail
- Listening to Voicemail Messages
- Call Forwarding
- Using the Calendar
- Getting Help
- Understanding and Handling Your States
- How to Interpret Your Current State Information
- How to Make Yourself Ready
- How to Make Yourself Not Ready
- Handling Calls
- How to Answer an Incoming Call
- How to Reject an Incoming Call
- How to Make an Internal Call
- How to Make an Outbound Call
- How to Send Numeric Information
- How to Use the Directory
- How to Redial a Previously Dialed Number
- How to Use Favorite Contacts
- How to Mute a Call
- How to Release a Call
- How to Wrap Up After-call Work
- How to Enter Dispositions and Notes
- How to Hold and Retrieve a Call
- How to Make a Consultation Call
- How to Transfer a Call
- How to Host a Conference
- How to Participate in a Conference
- How to Place a Call in a Service Queue
- How to Connect a Voice Application to Your Call
- How to Use Pre-recorded Messages
- How to Record a Call
- How to Stop or Pause Call Recording
- How to Collect a Voice Signature
- How to Schedule a Follow-up Activity
- 1 How to Send SMS Messages
- Participating in an Outbound Campaign
- General Information About Outbound Campaigns
- How to Review a Calling Record
- How to Reject a Calling Record
- How to Reschedule a Call Attempt
- Handling Service Chats
- How to Accept a Chat Request
- How to Reject a Chat Request
- How to Send Chat Messages
- How to Transfer Your Chat Session
- How to Create and Edit Canned Chat Responses
- How to End a Chat Session
- Handling Multiple Chat Sessions
- Handling Mobile Interactions
- Handling Email
- General Information About Handling Email
- Understanding Email Cases and Threads
- How to Accept an Email
- How to Retrieve an Email from the Team Queue
- How to Retrieve an Email from Your Personal Queue
- Overview of the Email Working Area
- How to Review an Incoming Email
- How to Mask Sensitive Data
- How to Close an Email without Replying
- How to Change an Assigned Email Service
- How to Transfer an Email
- How to Forward an Email
- How to Compose a Reply
- How to Send a Follow-up Outbound Email
- How to Send a New Outbound Email
- How to Save an Email as a Draft
- Knowledge Base
- General Information About Knowledge Base
- How to Use a Knowledge Base Article
- Contributing Content to the Knowledge Base
- Other Useful Functions
- Dashboard
- Ways to Request Assistance
- How to Use Internal Chat
- How to Report a Call Quality Problem
- How to Send Agent Desktop Application Logs to Your Administrator
- Ending Your Working Session
- Error Messages
How to Send SMS Messages
Depending on the service configuration and your personal permissions, you may be able to send text messages via the Short Message Service (SMS) to customers who use mobile phones. This capability can be useful when you need to give your customers information that is better communicated as text, e.g., a confirmation number, mailing address, or web link.
Text messages can be sent at any time: when you are on the phone with the mobile customer, while performing the related after-call work, and after you have finished processing of the call. If the customer replies to your text, the system will deliver this message to you, associate with your original message, and present it to you in the form of a chat session.
To send an SMS message to a customer while handling his service call (i.e., while you are in the Busy or After-call Work state):
- Make sure the service associated with this call supports SMS communications; if this is the case, the Send SMS icon will be displayed next to the customer’s number the Contact Info Panel.
- If necessary, confirm with the customer that his phone can receive SMS messages.
- Click the Send SMS icon.
- Type the desired message in the Text Input Field.
- You can use the Pre-defined text message icon to enter a message from your pre-defined text message set. For more information about pre-defined messages, see section How to Create and Edit Canned Chat Responses. Note that there is a limit for the number of characters in one SMS message. The limit (160 characters) and the current number of characters already entered are displayed below the text input field.
- When the message is ready, press Enter or click Send SMS icon below . The message will be sent to the customer and will appear with a timestamp in the transcript area above the Text Input Field. When the system confirms message transmission with the carrier, the status of the message will be displayed as Delivered.
If the customer replies to your message, his message will appear in the transcript area highlighted in a different color.
You can continue exchanging SMS messages in this manner for as long as necessary. All such messages will be presented to you via transcript as part of the same conversation. Note that such exchange can extend beyond the call and even beyond your current login session.
When you know that the message exchange is over, click the End Chat button. Note that if the customer continues to send SMS messages to you after you end the session, those messages will be ignored.
To send an SMS message to a customer while in Ready or Not Ready state:
- Select the service associated with this SMS message. See section How to Make an Outbound Call for more information about selecting services.
- If the selected service is configured to support SMS messages, the Send SMS button will be displayed next to the Number Input Field, adjacent to the Call button.
- In the Number Input Field, enter the customer’s phone number. Make sure this is a mobile number.
- Click the Send SMS button. The Contact Info Panel will display an active chat session with the entered number and the Text Input Field at the bottom.
- Follow steps 3 to 6 of the process of sending an SMS message to a customer while handling his service call (see above).
- Note: Depending on you contact center configuration, your customers may also be able to initiate a contact with you via SMS. For you, as an agent, such SMS messages will be presented in the same way as if they were regular incoming service chat requests. For more information, see section Handling Service Chats.