Welcome to the Nautilus Webphone! This article is written to help new agents navigate the built-in web phone that comes with every Nautilus solution. This user guide will be broken down into the following parts:
Table of Contents
1. Logging in to the Nautilus Reporting Portal
The Nautilus team will be providing new users their special URL. The Nautilus Contact Center Solution can be opened on the following web browsers:
- Google Chrome
The Nautilus Portal login page
Enter the provided User Name and Password provided by the Nautilus team. Successful login will lead you to the Nautilus Portal.
After initial login, it is imperative that you change your password right away. The default password is valid for the first 60 days, but for your company's security click on your user name on the far right corner of the page to reveal the change password drop-down menu.
Ensure that your new password includes the following:
- At least eight characters
- Must be composed of / is a combination of at least one uppercase letter, lowercase letters, numbers, and at least one special character.
Bookmarking The Nautilus Portal
Since Nautilus is a fully web-based solution, always remember to bookmark the Nautilus Portal for easier access in the future.
How to bookmark the Nautilus Portal
For the Nautilus Contact Center Solution to work properly, the right browser permissions must be set. Check out the image below for more reference.
2. The Nautilus Dashboard
Every contact center needs a central hub-- a place where they can see glanceable information about their operations. This part of the Reporting Portal shows important inbound queue daily stats, the queue summary, and the performance of individual queues in your business.
The Nautilus Dashboard
Reports can be easily show by clicking on the empty space that says "Select Queues." What this does is it lets you filter to the queue that you want to see the performance of.
Please take note that the Dashboard automatically refreshes every 10 seconds. Moreover, we suggest not staying on this page for any extended duration of time as reports can sometimes freeze over the course of the day and reveal inaccurate numbers. Simply refresh the page to remedy this.
3. Nautilus Wallboards - 3 in 1 Wallboard View
Another handy feature of the Nautilus Reporting Portal is our 3-in-1 Wallboard view. This is a great feature that shows you relevant information including your RealTime Queue Performance, RealTime Agent Status, and RealTime Agent Performance Reports.
General Wallboard Page
Clicking on Wallboards main tab will reveal the following sub-tabs. These are clickable and include different data sets that we will delve into deeper.
This part of the Reporting Portal reveals important metrics regarding your Queues' overall performance. They include the following metrics.
Agent Status Wallboard
Simply put, this wallboard shows you the total number of agents available and the agents on after call work (ACW). It also shows their phone status, their current break codes (and how long they have been in that status), and their extension numbers.
For your reference, here are the break codes and their designations.
Agent Performance Wallboard
Lastly, this Wallboard shows the total number of calls, calls handled, which calls weren't answered, transferred, and your agents' average talk times. This is a great little board for you to gauge the individual performance of each member.
Like with most of the Nautilus Report Portal, these reports are refreshed every 10 seconds and resets every day at 00:00.
4. Launching the Nautilus Web Phone
From an agent's point of view, the Nautilus Web Phone is the single-most utilized tool they will be interacting with. To launch this, agents simply need to choose the web phone from the Nautilus Reports main tab. See image below:
The Nautilus Web Phone
Clicking on the Web Phone button will open a separate window that houses the browser-ready calling solution. Using the Web Phone requires a strong internet connection, ideally a wired one. To ensure minimal disruptions, make sure you turn off wifi when plugged in; leaving it on confuses most computers and lets it toggle between connections.
5. Basic Troubleshooting
As the web phone runs on a browser, agents are required to turn certain permissions on before they can fully utilize the powers of the web phone. See image below for reference.
If the web phone isn't working, do the basic troubleshooting steps below:
Tests to run on the Web Phone
- To check your agent extension number, dial *65 on the Web Phone. The system will then reveal your agent extension.
- To check latency / do an echo test, dial *43 on the Web Phone. The system will then guide you on how to check the call quality. There will be a series of tests regarding echo; poor results are often because of bad internet connection.
- To run a speed test, go on Google and conduct a speed test there. The Web Phone should run at optimal levels as long as the internet connection is stable.
6. What you should see on the Web Phone
The Nautilus Web Phone is a powerful but simplified tool that is free of distractions. This is so to ensure that agents are not troubled by an overabundance of features. Let's walk you through how to use your web phone.
The Nautilus Web Phone and the different break codes
On your web phone, you should see the following information:
- Outbound DID number
- Agent Break Codes
- Phone Status
- Agent Call History
A few things to take note of:
- Agents can change the outbound display called ID number before they make any outbound call.
- Agent break codes reflect in real time. All break codes except "Online" halts the web phone from receiving any incoming calls.
- Moreover, the last selected break code will be the status reflected on the RealTime Agent Status. It will also reflect the amount of time reflected on each break code.
A quick breakdown of Nautilus Break Codes
7. How to make an outgoing call
Understandably, agents are expected to make a lot of outgoing calls during their time at work. Luckily, the Nautilus Web Phone is a very intuitive tool to use.
Three ways to make an outgoing call:
1. Simply enter the number on the Dial pad, and click the green Send button.
2. Alternatively, you can press enter to make the call.
3. Double clicking on any number in the Call Log history / Recent Calls will initiate an outgoing call.
8. How to receive an incoming call
Incoming calls are part and parcel of everyday life in a contact center. As such, we made it easy for agents to handle their calls by automating certain processes and providing an easy to understand user interface.
Whenever a call comes in, the webphone will auto-answer after three seconds. Alternatively, agents can simply click the green Answer button to pick up the call.
It's important that agents only click the Answer button once; double clicking it may mute or accidentally hang up a call.
9. How to transfer a call
In the event that a call has to be transferred to a different agent or queue, there are different ways to do so. The basic call transfer is laid our perfectly by the image below:
Different types of Call Transfers
Blind Transfer (Cold Transfer)
By clicking on the blue Blind Transfer button, a call transfer popup box shows up. Enter the DID number you wish to transfer the call to. Clicking Transfer automatically connects the caller.
Attended Transfer (Warm Transfer)
Upon choosing the green Attended Transfer button, the popup box shows up. Enter the number you wish to transfer the call to and click transfer. This connects you and allows you to speak to the receiving party before handing the caller over. Take note that during this interaction, a preset hold music will be heard by the caller. Upon confirmation of transfer receipt, you can simply hang up the call to initiate the call transfer.
In the event that you simply need to check in with another agent or a supervisor about something, you can simply place the caller on hold by pressing the blue Hold button. Enter the third-party's DID number on the web phone and initiate a consultation call.
10. After Call Work (ACW)
When an agent finishes a call, they are automatically set on ACW status. This pauses all activity on the Web Phone, making them unavailable to take any incoming calls from the queue.
From the admin side of things, when an agent is on ACW it will show in the RealTime Agent Status as ACW and their phone status as "Not in Use."
Agents can continue taking calls by toggling back to Online and clicking "Ready for New Call" on the web phone. Not doing so will automatically set their phone status to "Not in Use" within 300 minutes or any other time limit set by management.
11. Callback List
One of our newer additions to the Contact Center Solution, the callback list is a handy way for agents to keep track of any abandoned calls. As we believe that every call is an opportunity for your business, we made it super easy to call people back.
The main Callback list on the Reporting Portal reveals two sub-tabs: Callback List and the Callback Report.
The Callback List
The Callback List shows all the calls that you missed during the day. This list refreshes every 10 seconds and restarts over a 24-hour cycle.
Missed calls on this list show their caller ID, the queue they were placed in, the time they called, and the agent the call was assigned to.
Moreover, agents can also give status updates to a particular call. This helps them and everybody in the business to keep track of any actions made on the call.
The Callback Report
The second sub-tab is the Callback Report. This portion allows you to generate data on any abandoned call over a particular period (this can be adjusted depending on the Date Range or by queue). The data presented here gives you a clear picture of when the call came in, who it was assigned to, and the status of the callback. Data can be downloaded as a CSV, Excel, or PDF File.
Callback List update on the Web Phone
Alternatively, we have also made updates on the web phone. We made it easier for agents to see who they need to call back by adding the callback list on the embedded software.
The Callback list on the Web Phone has two unique buttons. The green Call button triggers a call, while the Red Update button lets agents leave notes and remarks regarding the call.
Callback Assignment Rules: Auto vs Manual
When a call doesn't get picked up, it is automatically assigned to the agent it was originally assigned to. If a company wants to change the assignment rules, our Nautilus team can update this via the Reporting Portal on their behalf.
12. Agent Monitoring Features on the Web Phone
A useful feature of our Nautilus Contact Center Solution is the agent monitoring available to team leads. What this does is it allows the following actions:
- Monitor- listen to an active call between an agent and a caller
- Whisper- talk to an agent during their conversation with a caller. This is only agent-facing, so the caller cannot hear the supervisor whispering.
- Barge- sometimes it will be necessary to jump into an existing call between the agent and a caller. Take note that the person barging will not be in the recording of the call.
- Call- This green Call button is there so that a supervisor can do a direct call with an agent from this page.
13. Quick Web Phone Reminders
- Agents should stay on their Blank Page (or the Queue Wallboard, Agent Status, and Realtime Agent Status page). Avoid staying on the main Dashboard or 3 in 1 Wallboard, this disrupts the reporting capabilities of the portal.
- Connect a USB Headset before launching the Nautilus Web Phone.
- When maintaining a wired LAN connection, make sure that your WIFI is off to ensure stability and lack of disruption.
- It is always a good habit to:
1. Toggle to Offline before closing the web phone upon the end of your shift.
2. Toggle Web Phone agent status if the RealTime Agent status is not reflected properly.
3. Click the Answer button just once if auto-answer is not set. Double clicking might put the call on hold or disconnect entirely.
4. In the event of internet disconnection, an agent may not be able to answer a call immediately. Simply refresh or toggle your status accordingly.