Handle calls in Zylinc Mobile

When you work as an agent in Zylinc Mobile, and you get a call, it works like this:

1. This (and the following) step is only necessary if your Zylinc administrator has set up call offering. If not, your call handling process begins at step 3. Ask your Zylinc administrator if you're in doubt.

   If your Zylinc administrator set it up, the call is offered to you:

   

   You can view this information about the call before you accept it:

   • Caller (if known)
   • Caller's number (if not hidden)
   • Queue

   Tap Accept to take the call.

2. Next, the call is established:

   

   This may take a few seconds.

3. As soon as the call is established, you can answer it just like any other call:

   

4. Now you can handle the call:

   

   You can view this information about the call:

   • Caller (if known)
   • Caller's number (if not hidden)
   • Queue

   You can:

   • Put the call on hold, and resume it when you're ready.
   • Add a channel. That means that you can call another person or another queue, so that you can ask a colleague a quick question or eventually bridge the two calls, if that's required.
   • Transfer the call.

   When you add a channel or transfer a call, you have several options:

   • Dial a number
   • Select an agent
   • Select a queue
   • Select one of your favorites
   • Select a colleague
   • Search for, and then select, a colleague

5. In this example, we want to transfer the call to a colleague, so we tap the transfer button and get these options:

   

6. We select Go to colleagues, and get the colleagues list.

   We tap the required colleague in the colleagues list, and then tap the required transfer option to transfer the call:

   

   If there's only one transfer option, Zylinc Mobile may just ask you to confirm that you want to transfer the call.

   Callbacks

   A callback is when someone who originally called your organization has chosen to be called back when it’s their turn, so that they don't have to wait in the queue.

   That's why, when you get a call, it can also be a callback offering, that is a request to call back someone.

   

   You can view this information about the callback offer:

   • Caller (if known)
   • Caller's number
   • Queue
   • Account number, case ID, or other digits entered by the caller

   To call back, tap Accept.

   When you call back someone, you may not always get an answer. When that's the case, an audio menu may let you postpone the callback till later.

To make a call (while you don't handle an incoming call), select Phone in the Zylinc Mobile menu.

While you enter part of a number (three digits of more), Zylinc Mobile automatically lists matching numbers, so that you can simply tap the person you want to call:

If you enter a wrong number, you can quickly delete the entire number if you tap and hold down .