The features here presented are only available in the beta program. Click here to join the smrtPhone Beta program.
Whether it is to ensure quality of customer service, or to coach new agents during a conversation, Call Center Pro gives you the advanced functionality of a sophisticated call center solution, allowing you to monitor, whisper and barge into calls.
Enable Call Center Pro for Incoming Calls
In order to enable Call Center Pro features for your incoming calls, you will need to turn on the Call Center Pro option inside your flow by going to Admin -> Flows and by editing the desired flow. This will enable your calls for Barging, Whispering, Warm Transfer and Hold Music.
You can also change your Hold Music Tone by using the Waiting Sound option present in your Dial Applet inside your flow.
The Supervisor can monitorize the live calls by going to Call Center Pro -> Live Calls.
In this window, the Supervisor will have a list of live calls that he can either Whisper or Barge to.
The Whisper Feature
By using the whisper feature, the Supervisor can talk with the agent without being heard by the person on the line.
The Barge Feature (3-way-call)
The barge feature gives the Supervisor the option to join an active call. When joining, a conference call will be created between the supervisor, the agent and the person on the line.
Enable Call Center Pro for Outbound Calls
In order to enable Call Center Pro for outbound calls, your user must turn on the Call Center Pro dialing by opening the Dialer and by clicking the switch. This will enable your outbound calls for Barging, Whispering, Warm Transfer and Hold Music.