Introduction
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
3. Nautilus Wallboards - 3 in 1 Wallboard View
4. Launching the Nautilus Web Phone
6. What you should see on the Web Phone
7. How to make an outgoing call
8. How to receive an incoming call
10. Agent Monitoring Features on the Web Phone
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
- Firefox
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.
Changing Passwords
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
Allowing Permissions
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
Another handy feature of the Nautilus Reporting Portal is Wallboard. This is a great feature that shows you relevant information including your RealTime Queue Performance and RealTime Agent Status.
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.
Queue Wallboard
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.
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:
- Agent Break Codes
- Phone Status
- Agent Call History
A few things to take note of:
- 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 Agent Status Wallboard. 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.
Consultation
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. 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.
11. Quick Web Phone Reminders
- Agents should stay on their Blank Page (or the Queue Wallboard and Agent Status). Avoid staying on the main Dashboard, 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 Agent Status Wallboard 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.
If you have questions, feel free to send us an email at support@nautilus-network.com
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