Contivio Call Waiting
As part of our ongoing commitment to product development, we're excited to announce the release of 'Call Waiting'. Traditionally with Contivio, when handling a call via a queue, direct-agent dial, transfer or dial-by-extension, any call sent to the user in parallel will either re-route to the queue or hit a personal voicemail inbox.
With 'Call Waiting' we're changing the game to allow secondary calls to present to agents to either accept or decline. If the agent decided to accept the secondary call, the first call will be placed on hold until the call is revisited. Keep in mind, supervisors will need to grant access to 'Call Waiting' within the Contivio admin portal (i.e., not all users will have this capability). Similarly, you need to ensure the Contivio client is updated to version 9.1.2 – 10.0.4 or higher. We have included sample steps and screenshots below:
With 'Call Waiting' we're changing the game to allow secondary calls to present to agents to either accept or decline. If the agent decided to accept the secondary call, the first call will be placed on hold until the call is revisited. Keep in mind, supervisors will need to grant access to 'Call Waiting' within the Contivio admin portal (i.e., not all users will have this capability). Similarly, you need to ensure the Contivio client is updated to version 9.1.2 – 10.0.4 or higher. We have included sample steps and screenshots below:
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On the right you will see an example of what the Contivio toolbar/softphone will display when a secondary call is offered. Simply select 'Accept' and you will be immediately connected to the secondary call. In parallel, your first call will be placed on hold until you end your active call or toggle back via 'Call Waiting' icon (see image below).
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When a call is accepted via 'Call Waiting', your application will display all active calls as side tabs. The active call will show in blue and the parked session will show in grey.
*A quick tip - if you hover your mouse over either of the calls, you will see the full phone number of the customer with the option to select the parked call to reconnect. In doing so, the active call you are on will be automatically be placed on hold. |
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Furthermore, If you are already active on two calls (i.e., one call parked, one call active) and you decide to call another number for the purpose of making a warm/cold transfer, the call will be linked in with your current call. In the screenshot to the left, you can see a call was placed while active on a call with 0299312027. As such, you can see the call to 'Douglas' is listed under the original call.
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Please note: IP phone and PSTN users will also receive a 'Call Waiting' notification but without the Accept/Decline buttons. In order to leverage 'Call Waiting' on either, please note the following:
IP Phone: An incoming call will be received on an additional line on their nominated IP phone, normally accompanied by a flashing light next to the line. When the user answers this call, the existing call will be automatically parked/held by the phone. Declining or ignoring the call will result in the call being treated as per existing busy user routing rules. It should be noted that the ability to decline a call waiting call will largely depend on phone models and may not be available altogether.
PSTN/Cell Phone: Where call waiting is supported by the phone network and is enabled on the user’s phone, an incoming call notification (via a tone and/or display) will be received on their nominated phone. The user should then follow the instructions on the phone or the network provider to answer the incoming call waiting call.
IP Phone: An incoming call will be received on an additional line on their nominated IP phone, normally accompanied by a flashing light next to the line. When the user answers this call, the existing call will be automatically parked/held by the phone. Declining or ignoring the call will result in the call being treated as per existing busy user routing rules. It should be noted that the ability to decline a call waiting call will largely depend on phone models and may not be available altogether.
PSTN/Cell Phone: Where call waiting is supported by the phone network and is enabled on the user’s phone, an incoming call notification (via a tone and/or display) will be received on their nominated phone. The user should then follow the instructions on the phone or the network provider to answer the incoming call waiting call.