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changes.mady.by.user Carmela Balle

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changes.mady.by.user uContact dev

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Operative Systems

(blue star) MacOS (blue star) Windows (blue star) Ubuntu

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The chat is located in the tab Unified Inbox, which contains other communication channels. See MultiChannel v6.

Group Chat

In addition to an agent-to-agent chat, there is also the possibility of group chat with members of the same campaign. This function can be accessed by selecting the desired campaign from the "contacts" section on the softphone.

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  • Agents: Transfer to agent belonging to a user campaign.

  • Campaigns: Transfer to an inbound campaign owned by the agent. All are displayed, or those selected in the campaign settings.

  • External number: Transfer to a number outside of uContact.

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titleBreaks menu

  • Lunch.

  • Bathroom.

  • Personal.

  • Training.

  • Meeting

  • Data

  • Manual Dialing

  • and custom others

It is possible to delete the default breaks or create new ones.

  1. It is possible to change from one type of break to another by hovering over the break logo, it will unfold by itself and then you can choose another type of break.

  2. This feature lets the agent change break without being available in the middle and take the chance of interactions coming in.

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titleScreen in pause
Info

These are the changes to warn the Agent that is in Break.

  1. When the agent is in break, the button changes to the Play button and beats to warn that it is in break

  2. The wallpaper will also change, by default, to gray (this color is modifiable).

  3. And the uContact logo will get blurry

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Form

Info

Forms allow to do CTI.

This means that when a call is answered a form appears that contains all the client data based on the callerid, parameters that are passed from the telephony and the logic of the  form.

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