Outbound and Inbound Calls

This section describes how to make a call with InGenius, as well as what happens when you receive a call.

Note: The User's guide is not currently applicable to InGenius for SCV.

Select one of the following topics for more information:

Outbound Calls

InGenius provides several methods for dialing a phone number, which include:

Note: Outbound calls in Agent Workspace do not create new interactions automatically. For information on how inbound calls work with interaction records in Agent Workspace, consult the documentation here or scroll further down this page.

Dial from the Number Pad

To make a call with the number pad:

  1. Select the number pad icon next to the dialing box.
  2. Enter the digits by clicking the numbers with your mouse.
  3. Select the dial icon to dial the number.

Dial from the Search Bar

The search bar allows you to type a phone number and dial it out. Alternatively, you can Click-to-Dial from a list of contacts stored in the search bar.

To make a call with the search bar:

  1. Click in the search bar.
  2. Type the number you want to dial.
  3. Select the dial icon to dial the number.

You can search for a objectrecordentity in the search bar and dial by clicking a search result (Click-to-Dial).

To dial from a search result:

  1. Enter the name or number of the record in the search bar.
  2. Select the objectrecordentity to dial the call.

Click-to-Dial

You can dial from an existing phone record inside your CRM using the Click-to-Dial feature.

Click either the phone number or the phone icon displayed beside a phone number to dial.

  • On a contact page, click the phone icon displayed in a phone field.

  • From a contact list, click a phone number displayed in a phone field.

  • On any entity page, click the phone icon displayed next to a number field.


Click here for a video demonstration of the Click-to-Dial feature in InGenius.

Note: Ensure your administrator has installed the CTI Softphone plugin in Salesforce to enable Click-to-Dial functionality in Agent Workspace.

Speed Dial

Speed dials allow you to quickly call important numbers. Refer to the Speed Dials section in Application Settings for more information on how to configure a speed dial.

To make a call with a speed dial:

  1. Hover over a speed dial button to view the number. Speed dial buttons are located under the InGenius search bar if they are configured by the administrator or user.
  2. Select the speed dial button to call the number.

Call from Call History

Select the Open call history icon to display your recent calls history. By default, the last 10 calls are recorded. You can view and call from any of the displayed entries.

To call a number from your history:

  1. Select the Open call history icon.
  2. Select any of the displayed numbers to make a call using Click-to-Dial.

Dial with an Extension

You can dial phone numbers with extensions directly from the InGenius UI.

To dial a phone number with an extension:

  1. Type the number and the extension in the search bar. Ensure the format is (Number)(x)(extension digits) as shown in the image below.
  2. Once the call connects and an IVR answers, select the Dial button that displays the extension digits. Alternatively, you can type the extension digits in the search bar beside the Dial button.
  3. InGenius dials the remaining extension digits.

Outbound Calls with Omni-Channel (Microsoft Dynamics)

Outbound calls can be dialed in Omni-Channel the same as in a traditional setup. When loading a Microsoft multi-session app (such as Omni-Channel), InGenius will automatically create a session in the left panel as shown in the image below:

When the InGenius session tab is selected, the InGenius application will be visible in the Communication panel to the right of the session panel. If minimized, it will display as a small horizontal window at the bottom left of the screen. If another session tab is selected, the InGenius app panel will be closed and replaced by the panel of the other application.

Note: An InGenius session is always open in Omni-Channel. If you close the InGenius session (located adjacent to the InGenius application), all child tabs close and a new InGenius session automatically opens.

Inbound Calls

When an inbound call is received, InGenius displays the Caller ID and related information if available.

To learn more about inbound call behavior, navigate to one of the following topics below:

How to Answer a Call

You can accept an inbound call with one of the following methods:

  • Pick up the handset
  • Answer with a softphone interface
  • Select Answer from the InGenius UI

To answer an inbound call:

  • Select the Answer button when it appears.

Screen Pop

When you receive a call, InGenius displays a list of matching records in the related objectsrecordsentities field.

The following screen pop scenarios can occur when a call is received:

  • Single Match: If only one objectrecordentity matches the phone number, InGenius automatically opens - or "pops" - the related record in your CRM.
  • Multiple Matches: If there are multiple records related to a single number, InGenius displays the associated records in your CRM and you are required to validate and choose the appropriate record to relate to the inbound call.
  • No Match: If no match is found for the inbound call, screen pop does not occur.

Click here for a video demonstration of the screen pop feature in InGenius.

a Recordan Objectan Entity

To pop an objectan entitya record from the related records list:

  • Click the icon beside the desired objectrecordentity.

 

Note: The additional call data or variables are configured by your administrator. Contact your administrator for more information.

Note: Screen pop needs to be configured within Salesforce SoftPhone Layout settings. Contact your Salesforce administrator for more information.

Receive a Screen Transfer Call

When you receive a call transfer from another user, the following items are transferred from their call:

  • The selected objectsrecordsentities in the related list.
  • The subject and comments from the Call Log.
  • If an objectsa recordsan entities page is open, the page is transferred and popped on the receiving screen.

Click here for a video demonstration of the Screen Transfer feature in InGenius.

Note: The Call Log may not be passed if the users do not have the privilege to view each others' tasks in your CRM. Contact your CRM administrator for more information.

Inbound Calls in Agent Workspace

This section describes how interaction records work with InGenius in Agent Workspace when you receive a call. An interaction record is a page created in Agent Workspace to log basic information from a customer contact.

For more information on Salesforce interaction management, click here.

For additional information on interaction records in Agent Workspace, click here.

When you receive a call in Agent Workspace through InGenius, an interaction record is created in ServiceNow by default.

To change this behavior, navigate to Settings > Call Behavior in InGenius and choose one of the following options:

  • Select Never to prevent an interaction from popping when you receive a call.
  • Select On call answered to create and pop an interaction when you answer a call.
  • Select On call ringing to create and pop an interaction when you receive a call. This is the default setting.

This section describes how an interaction record is created when you receive a call through InGenius.

When you receive a call, the interaction appears as a Found record in the InGenius application and an interaction is created, as shown in the image below:

If there is a record in the Found records list when you receive a call, the Opened for field in the interaction automatically fills with the record name, as shown in the image below:

The Type field is set to Phone by default in the interaction, as shown in the image below:

When a single match is found for an incoming call, InGenius creates an interaction and fills the Opened for field with the associated record name, as shown in the image below:

When there is no match, or multiple matches are found for an incoming call, InGenius creates an interaction and fills only the Number field with the interaction number. All other fields appear blank.

Multiple match scenario on an incoming call.

No match scenario on an incoming call.

Note: The Opened for field does not automatically fill when an interaction is created for multiple match and no match scenarios.

Pre-fill records in Agent Workspace pop a new child tab of the related interaction.

In the example below, the user creates a pre-fill Account record; a corresponding "New Account" child tab is created in Agent Workspace under the existing interaction record tab.

Inbound Calls with Omni-Channel (Microsoft Dynamics)

A notification appears in Microsoft Dynamics when you receive an inbound call with Omni-Channel. You can answer calls by selecting the Answer button within the notification:

Note: If you use the InGenius UI to accept an inbound call in Omni-Channel, the Microsoft Dynamics notification does not automatically disappear. You may either wait for the notification to disappear or select the Answer button within the notification to close it.