Introduction

Welcome to Nautilus Talk Basic! This is our Cloud Telephony 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 Web Phone 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

1. Getting Started
2. Agent Experience Upon Log In
3. Troubleshooting
   How to enable permissions on your browser
   Clearing browser cache (Google Chrome)
   Clearing browser cache (Firefox)
   Web Phone Test
4. Agent Receiving Inbound Call from Queue
5. Agent on an Active Call
6. Call Details and Call Recording Update in Ticket
7. Anonymous Call and Ticket Handling
8. Voicemail
9. Internal Call
10. 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 Web Phone.

 

Maximizing your Nautilus Talk Experience

To ensure optimal use of your Nautilus Talk, make sure to disable memory saver on your browser. This will prioritize the Reporting Portal and Web Phone and ensures your tools stay up and active. 

a. Go to Chrome browser settings 

b. Search for “Memory” and disable the Memory Saver option. Alternatively, this can be found under the "Performance" tab. 

c. On the same page, manually add the URL for your Nautilus Portal under the “Always keep these sites  active” option. 

D. Add your prioritised URLs under the option highlighted below. This includes the Zendesk URL, the Reporting Portal URL, and the Web Phone URL. 

Example:

i. https://acme.zendesk.com/

ii. https://acme.nautilus.zone:8433/ 

iii. https://acme.nautilus.zone:8433/phone/

 

 

Agent Experience Upon Login

After logging in, the agent needs to ensure that the Web Phone 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 Web Phone is not fully loaded, the user will be required to do some basic troubleshooting.

1. Click on the ‘Lock’ icon on the browser  
2. Click on ‘Clear data’ to clear the browser cache and cookies.
3. Make sure that you're using the latest version of Google Chrome. 
4. Check the browser settings and make sure that the permissions are set like the image below.
5. After that, reload the page by clicking CTRL + F5 button.

How to enable permissions on your browser

1. Click on the icon on the left of Zendesk URL
2. Select on ‘Site settings’

3. Under site settings, please allow Microphone, Pop-ups and redirects and Notifications

4. Head back to the Zendesk page and click on ‘Reload’

5. Confirm that the permissions are enabled by clicking on the icon to the left of the Zendesk URL.

 

How to clear browser cache (for Chrome)

1. Right click on Zendesk page and then select “Inspect”

2. The inspect page will be open.

3. From the inspect page, on the top menu, click at ‘Application’
4. On the left menu, look for ‘Cookies’ 
5. On the Cookies, right click on Zendesk url and click on ‘Clear’
6. Without close the inspect page, right click on ‘refresh’ button and select ‘Empty Cache and Hard Reload’

7. Once completed, you can login back to your Zendesk account.

 

How to clear browser cache (for Firefox)

1. Right click on Zendesk page and select ‘Inspect’

2. Go to ‘Privacy & Security’
3. Scroll to ‘Cookies and Site Data’
4. Click ‘Clear Data…’

5. Select ‘Everything’ and then Clear

6. Once done, hard reload the page by press Ctrl + F5 (Windows/Linux) or Cmd + Shift + R (Mac) to perform a hard reload.

 

Web Phone Test

• To check Agent’s extension number – Dial *65 on the Web Phone and the system will announce the agent’s extension.
• To check call latency / Echo test – Dial *43 on Web Phone and the system will provide instructions on how to check the call quality. Afterwards, the 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, this means there might be an in-system issue and the agent will be required to contact admin. 

 

Agent Receiving Inbound Call from Queue

When the agent receives a call, the Web Phone will ring and will display the information of the incoming call. The image below shows the Web Phone 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 Web Phone to pick up a call.

 

The picture below shows the Web Phone 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 Transfers

Blind Transfer: this is when you transfer a call to a ring group or another agent without speaking to the receiving party first. Also known as a "cold transfer". Agents can initiate a call transfer by clicking the button, typing in the extension number or phone number, and clicking ‘transfer’ again to confirm the action. Upon connection, the transfer is completed and the call will be disconnected. 

Attended Transfer: this action allows agents to discuss important details of the call before the transfer is completed. This is also known as a "warm transfer". To initiate a warm transfer follow the following steps:

1. Place the caller on Hold. 

 

2. Enter the third party's number in the dial pad on the Web Phone. This will initiate a consultation call with the receiving party. 

 

3. Consult with the third party about the call to be transferred. During this call the agent can handover any relevant information about the call. Upon confirmation, hangup the consultation call and go back to the customer. 

 

4. Go back to the caller and inform them of the impending transfer. Click the Blind Transfer button highlighted below. 

5. Enter the receiving party's extension number in the field inside the pop-up window.  Complete the process by pressing the green Transfer button. 

 

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:

1. When a caller does not have any existing ticket that has ‘open’, ‘new’ and ‘pending’ status. A new ticket will be opened and created. 
2. 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.
3. 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' Web Phone. 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 dialling the extension numbers (3 or 4 digits number) directly. Internal calls do not create tickets. 

 

User Responsibilities

1. All agents are required to change their agent status to ‘Offline’ before logging out from Zendesk
2. 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@&
   
3. 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!