Handle calls in Zylinc Mobile for Novus

The way that you answer a call depends on which distribution method you've selected. In offer mode, you get each call offered to you. In manual mode, you select from a list which calls you want to answer. In auto accept mode, you automatically get calls allocated to you.

Answer call in offer mode

The call is offered to you. You can view the caller's name (if known) and number as well as which queue the call is in.

To answer, tap Accept.

Answer call in manual mode

You must manually select the call that you want to answer. You do that on the Mobile Agent page's Inquiries tab.

On an Android phone, tap and hold down a call to accept it.

On an iPhone, slide the required call to the left, and then tap Accept.

Answer call in auto accept mode

The call is automatically allocated to you. You can view the caller's name (if known) and number as well as which queue the call comes from.

You can go ahead and handle the call.

When you handle a call, you can:

• Put the call on Hold, and Resume it when you're ready. While the call is on hold, the caller will hear waiting music.

• Transfer the call. You can transfer the call to:

  • A colleague: Tap Transfer, select the colleague on the Colleagues page to select a transfer option, for example the colleague's mobile or Teams phone, and then tap

    

  • Another queue: Tap Transfer, select the queue on the Queues tab, like in this example, and then tap

    

  • Another agent: Tap Transfer, select the agent on the Agents tab, and then tap

• Add another channel to the conversation:

  • Tap at the top of the page, and then call the number of the person who you want to add to the conversation

  • Call a colleague from the Colleagues page to add the colleague to the conversation

• End the call.

  When you end a call, you'll typically go into wrapup. Wrapup is a short amount of time that you get after you've handled a call, so that you have time to finish paperwork, etc. before you get the next call.

  A countdown timer shows you how much is left of your wrapup. If you don't need the wrapup, you can Skip it. If you need more wrapup time, you can Extend it.

  

  If you work on several queues, and you wonder why wrapup time can sometimes feel short and sometimes feel longer, it's because wrapup time can vary from queue to queue.

To call a colleague, select the colleague on the Colleagues page to view your call options (for example the colleague's mobile or Teams phone).

To call a number, tap at the top of the Mobile Agent page.

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

When I make an outgoing call, how do I call an extension? On an iPhone, first enter the main number that you want to call. Then tap and hold down the * (asterisk) key until a comma appears. After the comma, enter the extension that you want to call. Now, when you tap the green call button, your call will go straight to the extension. On an Android phone, the process is similar, but after you press the * key you may have to select the comma between other characters.