¶ Registration/unsubscription
To receive the information from Unexus, the user must log in to JKC with the e-mail address/number that is also used in Unexus.
The following options are available:
- Softphone
The phone calls come in the Unexus softphone application
-Teams
The phone calls come in to Teams
-Telephone
The phone calls come in on the linked (mobile) phone.
When selecting a phone, the linked phone number must also be specified.
Which option is filled in by default can be configured in Customer contact management
You can also log out:
¶ Incoming call
¶ Save/Ignore Session
When an employee is still working on a “session” in JKC and he/she is called, we show the recording screen below. The employee has two options. Both options ensure that the phone call is recorded.
- Save session
The current session in JKC is saved in the Tasks and can be picked up at a later time. - Ignore session
The current session in JKC is not saved.
When no session should be started can be set per source in Customer Contact Management.
This option can be found at: Application > Session Settings > Record Types That Do Not Start a Session
¶ Phone Call Recording
If a call is made to the linked number, the call will be displayed in JKC in the following way.
The call can then be recorded by clicking the green Record button.
After recording, the bar below appears:
The phone number will be automatically populated in the contact session notes:
The agent is currently not available for other calls (see: orange phone). This happens automatically when the user is on a call.
¶ Hang up phone call
In addition, the call can be ended via the following button:
¶ Outgoing call
It is possible to make calls from JKC. The employee panel can be opened via the button below:
The Employees have the telephone numbers that can be clicked:
You can also choose to first open the employee’s detail page so that the agenda can also be viewed. The telephone number can also be clicked on from this page.
It is also possible to click on the telephone number on a person’s detail map to call a customer directly.
¶ Connecting a customer
If a telephone number is not yet known within JKC, the call will be offered with an unknown caller. The phone number can then be linked to the customer by first looking up the person in JKC.
When the customer card is open, we will show a link icon on the recording bar
By checking this option, the telephone number will be linked to the customer card.
If a call comes in with this number, the customer will be shown directly in the recording screen.
After recording the conversation, the linked customer card is immediately opened so that all relevant matters are immediately transparent.
The phone number can be unlinked again by unchecking the box when the same phone number calls again or by removing the phone number from the customer card.