As we discussed in Inbound routing for agent overview, an inbound call is an incoming call, or a call that a customer initiates to a call center or contact center, most commonly when they need assistance with a product or service. Once a customer initiates a call, it gets routed to an IVR and a call queue. IVRs may also be used to provide other information without a live agent. A queue is where callers are placed on hold until they speak with a live agent.
Accepting inbound calls
Now let’s discuss how an agent accepts inbound calls via the agent interface. Once you’ve logged in and you’re ready to take and/or make calls, you must first ensure that your agent state (located at top right) is set to an available state. This will tell the system that you can start receiving incoming calls.
Please note that an administrator may give you access to either have the auto-answer option enabled or not. An agent may enable this option before logging in. If the agent chose to have auto-answer enabled, a call will automatically come in without any action on the agent’s part. If the agent logged in without selecting the auto-answer option, the agent will need to accept or reject each incoming call.
When a caller dials in, they may be routed to an IVR or a queue before reaching a live agent. Once a call gets routed to an agent, you will notice the contact information of the caller pop up in the dialpad. Since inbound calls normally have an associated script, you will notice the white space in your screen will also fill up with the script along with the lead’s detail.
Another way an agent gets notified for all incoming calls is via a standard desktop notification. When a call comes in and you’re currently in another window, a notification pop-up will appear and alerts you that you have an incoming call. This pop-up notification comes directly from your browser and is helpful when you’re looking at a different window so you don’t miss a call. This notification can be turned on/off in your browser settings.
During an inbound call, you may use active call controls enabled by your administrator in the dialpad, which allows you to press the mute button, put the caller on hold, and end the call. You can also type in notes, transfer the call, requeue, and schedule a callback via a disposition option.