¶ JOIN Customer contact Telephony
The integration with the telephone exchange enables the following actions within JOIN Customer Contact (JKC):
¶ Nummerherkenning en doorverbinden
¶ Sessie parkeren Telefoongesprek
¶ Doorverbinden en terugpakken van telefoontje
¶ Terugbellen vanuit terugbelnotitie.
¶ Inbound
Incoming telephone call signaling.
The user is alerted to an incoming phone call. In JOIN Customer Contact a pop-up is displayed in which the conversation becomes visible.
¶ Telephone conversation recording
JOIN Customer contact signals when the user answers the phone. If a customer is found at the telephone number, this customer will be presented to the employee at the time of recording.
¶ Put on hold
A telephone call can be put on hold by the employee via mouse control or shortcut Cntrl W.
¶ Retrieve from hold
A telephone call can be taken off hold by the employee via mouse control or shortcut key combination Cntrl W. (take back)
¶ Warm transfer of an active phone call
A phone call can be transferred to a colleague. Warm transfer means that the employee first gets the colleague on the line, can inform them about the customer’s question, and then hang up, after which the colleague can continue the conversation with the customer.
¶ Cold transfer of an active phone call
A phone call can be transferred to a colleague. Cold transfer means that the employee can transfer a call to a colleague’s phone without any intervention. As soon as the colleague answers, he / she has the customer on the line.
¶ End call
The employee can end the telephone call via mouse operation by disconnecting.
¶ Caller ID
With known telephone numbers, there is the option to activate caller ID for every person or organization you look up. When the caller calls again, you immediately see the customer view.
¶ Outgoing
Start a new conversation An employee can start a new conversation within JOIN Customer Contact by clicking with the mouse on the telephone number of:
A customer (Person or Organization) A colleague Or by dialing a number via the numerical keyboard in JOIN Customer contact
¶ Reports
JOIN Customer Contact offers reports on the use of the telephony functions within JKC.
- Number of phone calls received
- Included (Number & Percentage)
- Dropout (Number & Percentage)
- Average call duration (JKC own calls)
- Number of transferred calls
- Percentage handled without transfer
- Number of calls started from JOIN Customer Contact
- Number and percentage of transfers per chosen department
¶ Architecture plate JOIN Customer contact
¶ About the technique
File: Architecture.png
Links are implemented on the basis of server-to-server communication. This is a requirement. The JOIN Client Contact server performs all operations on one application server, for all users, and has no direct access to the end user’s workstation or telephone. This concerns all actions that are performed on the telephone exchange on behalf of an end user (calling, picking up, rejecting, putting on hold, retrieving and transferring (with or without intermediate contact with a colleague), based on individual number or group .
JOIN Customer Contact has links with multiple suppliers for the above functions. On the one hand based on standards such as CSTA XML, XMPP or on the other hand with links based on standard APIs of suppliers that are available to everyone (without a ‘technical partner’ certification process). New interfaces with JOIN Customer contact require such standards or standard APIs from suppliers, whereby communication preferably takes place via the HTTP protocol.
Suppliers At the moment there are links with the following suppliers available:
- Cisco
- Mitel
- Unify OpenScape Voice
- CSTA
- Avaya AES
When connecting, keep in mind that you must have an OIG server (Open Integration Gateway) and that there may be additional costs from the telephone company, such as license costs per user.
¶ Screen examples of the functional integration between telephony and JOIN Customer Contact
Register the user / extension number
The keypad with which a telephone number can be dialed, or an employee name can be entered
The calling screen
When recording is in progress, the action bar appears at the bottom left of the screen || stands for put on hold.
Here a print screen where the call is put on hold. The buttons adjust automatically. Now the “get off hold” button has become available through the Play button.
After the colleague has answered, you can transfer >> or take back <<
