Introduction
Welcome to Nautilus Talk! This is our premier calling experience integrated directly onto Zendesk Support. This connects a voice channel into Zendesk’s Omnichannel solution, allowing agents to easily pick up the conversation from any channel and resolve complex issues faster.
Our Webphone console is embedded into the Zendesk Support Suite, which gives agents access to full customer context—and allows them to handle voice in the same workspace as other channels.
Table of Contents
- Getting Started
- Agent Experience Upon Log In
- Troubleshooting
- Webphone Test
- Agent Receiving Inbound Call from Queue
- Agent on an Active Call
- Call Details and Call Recording Update in Ticket
- Anonymous Call and Ticket Handling
- Voicemail
- Internal Call
- User Responsibilities
Getting Started
1) On your Internet browser (preferably Google Chrome's latest version), go to your Zendesk Support Portal and log in using your own credentials.
2) Click Sign in to access the Zendesk Support Portal which will present the agent View as noted below:
3) Click on the Nautilus Talk Icon to open Nautilus Talk Webphone.
Agent Experience Upon Login
After logging in, the agent needs to ensure that the Webphone appears as and is fully loaded like the image below:
Agents can also dial by using their number pad or via the dial pad on their Nautilus Talk like this:
Troubleshooting
If the Webphone is not fully loaded, the user will be required to do some basic troubleshooting.
- Click on the ‘Lock’ icon on the browser
- Click ‘Clear data’ to clear all browser caches and cookies.
- Make sure that you're using the latest version of Google Chrome.
- Check the browser settings and make sure that the permissions are set like the image below.
- Reload the page by clicking CTRL + F5 button.
Webphone Test
- To check Agent’s extension number – Dial *65 on the Webphone and the system will announce the agent’s extension.
- To check call latency / Echo test – Dial *43 on Webphone and system will give the guide on how to check the call quality. After the guide, agent can start talking and they should hear an echo of their voice. If they cannot hear the echo, or the echo quality is poor, please check the internet connection. If the internet speed is good, then Agent needs to raise the issue to the admin.
Agent Receiving Inbound Call from Queue
When the agent receives a call, the webphone will ring and will display the information of the incoming call. The image below shows the webphone page when an agent is online and receiving an incoming call.
When set to auto answer/auto pickup, the agent does not have to answer the call as it is automatically done by the system within the time set by management. If not set to auto-answer, the agent will be required to click through the webphone to pick up a call.
The picture below shows the webphone page when an agent is connected to a call.
Agent on an Active Call
An agent on an active call will show that they are "unavailable" and will not receive any calls from the queue.
The agent can Hold, Transfer, Mute and Hang Up using the active call dialog box
Call Transferring
1. Unattended Transfer: this is when you transfer a call to a ring group or another party without speaking to them first. Also known as a cold/blind transfer.
Agents can initiate this by pressing the Blind Transfer button, typing in the extension number of the actual phone number, and pressing Transfer to complete the action. The agent will automatically be disconnected from the caller.
2. Attended Transfer: Also known as a warm transfer, this is when an agent speaks to the receiving party before the transfer is completed.
To initiate a warm transfer, agent A first needs to put the call on hold. Agent A can then call agent B to pass on important information like the ticket number. After that, agent A should hang up the call and agent B needs to change their status to ‘’Call Transfer’’. Agent A can then un-hold the first call and inform Caller that he/she will be transferring the call to agent B. After the caller acknowledges it, agent A can then perform the Unattended Transfer steps.
*Please do not use 'Attended transfer' button as it will create a ticket after the call is transferred.
Other Features
Mute: Tap on the to mute/unmute the call. The caller will not hear anything until agent unmutes.
Hold/UnHold: During a call, an agent can press the button to hold or resume the call at any time. Callers will hear on-hold music when an agent puts them on hold.
Hang Up: When an agent wants to hang up the call, they can click the button.
Open Ticket
When an agent receives and connects to an incoming call, a few scenarios can happen:
- When a caller does not have any existing ticket that has ‘open’, ‘new’ and ‘pending’ status. A new ticket will be opened and created.
-
When a caller does not have an existing ticket with the 'open', 'new' and 'pending' status but a ticket is not automatically created. In this scenario, the agent is required to click on
in order to create a new ticket.
- When a caller has an existing ticket with ‘open’, ‘new’ and ‘pending’ status. In this case, the agent needs to select any related ticket by double clicking on it. If the concern is unrelated to existing tickets, they can always create a new one. Updates to the call log and the call recording will be saved on the last ticket with an interaction.
Agent Performing an Outbound Call
To make outbound calls, an agent can type the phone number here and press ‘Enter’, or they they can click on the dial pad to enter the phone number and press
to initiate a call.
After an outgoing call is made, Zendesk will automatically trigger a ticket.
Click to Call via an existing ticket
An agent can also perform outbound calls via ‘click to call’ on the ticket itself. Agents can click the icon, and it will display the phone number on file. Agents can initiate the call by clicking on the phone number.
The outgoing call will be made via Nautilus' Webphone. When the call is terminated, all updates to the call details and a copy of the call recording will be saved to the ticket.
Call Details and Call Recording Updates in a Ticket
A ticket is created when an agent is on an active call, and it will have the initial call details. Once the call ends, the ticket will be automatically updated and auto-assigns the agent that handled the call. Full call details and the call recording should reflect on the ticket within a few seconds
Anonymous Call and Ticket Handling
When an agent receives a call from an anonymous number, said agent is required to create a new ticket after picking up the call. Never choose an existing ticket as it will tag the call under "anonymous contact".
An agent can try to ask for a caller's phone number in case the call disconnects. It's okay if they decline.
If the caller provides a phone number, however, the agent needs to change the ticket subject to ‘’Phone {phone number}’’, and leave a private note inside the ticket with the number on it.
Right below the ticket subject, click on ''change''
On the Requester field on the left, click on '+ add user'. Type the caller's name and click ''add''.
The ticket will be tagged to the caller's contact instead of as an "anonymous contact". Add the caller's phone number accordingly.
Voicemail
When a caller leaves a voicemail, it will trigger a new ticket.
Internal Call
Agents can perform internal calls by dialing the extension numbers (3 or 4 digits number) directly. Internal calls do not create tickets.
User Responsibilities
- All agents are required to change their agent status to ‘Offline’ before logging out from Zendesk
-
Agents are required to setup secure passwords; they should be a combination of upper-case letters, lower-case letters, numbers, and a symbol. For example: wTet607s@&
- Agents must always log out from Zendesk when they are not using the system.
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!
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