User Guide - Nautilus Webphone (Cloud phone Solution)

Introduction
Physical phone systems aren't hard to come by but setting them up and maintaining them can be a bit of a chore. Why go through all that when you can run a phone on your laptop?

The Nautilus Webphone provides users a portable workplace directly from their computer, one that allows them to make and receive phone calls without the need of a physical telephone system. 

The best part is that the webphone runs directly from a browser (for best results, use Google Chrome) so there's no need to download an app. Just bookmark the Nautilus page and remember your password and you are all set. 

So what is the Nautilus Webphone exactly? Let's look into this in detail.

Table of Contents:

1. Getting Started

2. Google Chrome setting permission

3. Agent experience upon login

4. Launching Webphone

5. How to Make Outgoing call

6. Receiving Incoming Call and user on Active Call

7. Call Transfer | Require Consultation from 3rd party during active call

1. Getting Started

• Log in to the portal with the URL and login credentials provided by Nautilus.

• Once logged in, a user can and should save this link into their Bookmarks bar.

2.Google Chrome setting permission:

• Set permissions on Google Chrome as below:
  • Click on the  at the URL.
  • Click “Site Settings”.
  • Click “Allow” for “Microphone” and “Pop-ups and redirects”  under Permissions.

  • After that, reload the page by clicking CTRL + F5 button.

3. Agent experience upon login

• After the initial login, a user is required to change their password.
• Password – a default password given by management.
• Click on the user’s name on the top right portion of the screen.
• Select the change password option
• Key in the old password, and set a new one.
• The password must contain at least 8 characters and have the following categories:
  • Uppercase characters (A-Z)
  • Lowercase characters (a-z)
  • Digits (0-9)
  • Special characters ($)
• Click “Save”

4. Launching the Webphone: 

• From the sidebar/ menu, click on   and it will automatically open a pop-up window for the Webphone. Users can right click on the    button they wish to launch the Webphone on another tab instead of new Window.

After launching the Webphone, it should show ‘connected’ (top left of the pop-up window)

• Strongly recommended:
  • Use a wired LAN connection during operating hours to ensure the best call quality.
  • Turn your computer's WIFI off when using a LAN connection to avoid the computer toggling between these. In some cases, disconnection from the internet has been observed. 

5. How to make an outgoing call:

• Enter the phone number on the dial pad, and click
• Enter the number on rectangular space, then press ‘Enter’ on the keyboard.
• Double click on the Call Log history.

6. Receiving incoming calls and users on an Active call

• When receiving an incoming call
  • With Queue Setup – it will show Queue prefix (example: Sales, Support) - Depending on the setup. Some direct extension call setups will not have Queues. Hence, it will show as incoming call number without any Prefix. 
• Internal Calls – will show caller extension number.
• To answer the incoming call, an agent needs to click the  button.     
• Please click once on the Answer button, and wait till the call connects.
• If a user accidentally double clicks on the answer button, it may either mute the call, trigger an outbound call, or even hang-up the call.
• The top right corner of the Webphone will show the statuses below referencing the Webphone connection:
  • Answered
  • Paused
  • Muted
  • Terminated
• ==================
• Green Box – Incoming call
• Blue Box – Engage
• Red Box – Missed call
• Yellow Box – On Hold

7. Call Transfer | Required Consultation from 3rd party during active call

Call Transferring: 

• Attended Transfer / Warm Transfer - Give users the option to quickly speak to one another before transferring a live call.
• Unattended Transfer / Blind Transfer - is when you transfer the caller to a ring group or another agent without speaking to the receiving agent first. 

How to perform the call transfer on the Webphone depends on the Webphone version that a user is using: 

Version 1: 

• Attended Transfer / Warm Transfer 
  • Users can transfer the call by dialing *2 following the extension number. After you speak to the person that you want to transfer the call to, you can just hang up the call. It will automatically complete the transfer.
  • If the receiving party does not want to receive the transfer, they can simply disconnect the call. 
• Unattended Transfer / Blind Transfer 
  • Users can transfer the call by clicking the button on the Webphone, following the extension number or phone number. Once the call is connected to that number, the call will be automatically disconnected.

Version 2: 

• Unattended Transfer / Blind Transfer
  • Click the   button, and in the Call Transfer pop-up box enter the DID number and caller will be automatically connected to the DID Number after the transfer button is clicked.
• Attendant Transfer / Warm Transfer
  • Click the button, and in the Attended Transfer pop-up box enter the DID number and click transfer. The agent shall be connected to the receiving party. 
  • The caller will hear the on-hold music.
  • To connect the caller to the receiving party, click Hang-up.
  • In the event that the receiving party refuses the transfer, simply disconnect the call with the latter. 

Consultation:

• Click on the button for the current call, then make second concurrent call by clicking on the “enter number” portion and enter the number on the keyboard. The agent will be connected to that number.
• During that event, the agent can hold a second call and un-hold the first call. They can also hang-up on the second call and un-hold the first call.
• The caller will hear music when an agent puts the call on hold.

With Nautilus Webphone, you can run your business anywhere, anytime. 

If you have any questions or need assistance please feel free to drop your message at support@nautilus-network.com. We'll be happy to help you!