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  • Great to have you here! Let us help you now.
    • PDF Guides to Tools: AI Chatbot, AI Voicechat and Omnichannel Console
  • Voicebot
    • Welcome to the InteliWISE Voicebot solution! Create your Voicebot just in 5 minutes...
      • Learn
      • Act
      • Explore
      • Connect
    • Meet InteliWISE Voicebots.
      • What are voicebots?
      • Which voicebot templates do we offer?
      • How to make voicebots work?
  • Quick guide to creating voicebots.
    • How do voicebots understand people and respond correctly?
    • How to create a free InteliWISE account and your first voicebot project?
      • Quick way to create a free InteliWISE account
      • How to start a new project?
    • How to design the flow of the conversation?
    • Take an advantage of the InteliWISE Voicebot Builder
      • What to choose from the Blocks Menu?
      • How to design a Conversational Flow Scenario?
      • How to configure the Block Options Panel?
      • How to benefit from buttons?
    • Find out if you want to use InteliWISE voicebot templates.
    • How to create a voicebot?
      • How to set up the start call block?
      • How to add blocks and connectors and how to remove them?
      • What are variables?
      • How to set up the needed data?
      • How to confirm the name of the customer?
      • How to branch a Conversation Flow Scenario?
      • How to confirm the appointment date?
      • How to reuse the same block in the scenario?
      • How to end the conversation?
  • What can you do with InteliWISE blocks?
    • START CALL – How to start a conversational flow scenario?
    • SAY – How to make your voicebot speak?
    • CUSTOM JS – Where to insert a custom code?
    • IF CONDITION – How to influence a voicebot behavior depending on conditions?
    • CONFIRM – How to get confirmation from a customer?
    • CONFIRM DATE – How to make a voicebot confirm the agreed date with a customer?
    • DATE – how to get a date from a customer?
  • How to connect a voicebot with a phone number?
    • How to configure the telco infrastructure?
    • We recommend the InteliWISE Shared Telco Infrastructure.
    • Do you need an InteliWISE dedicated telco infrastructure?
    • Would you like a custom implementation in your company infrastructure?
    • What is required for the on-premise implementation?
      • What are hardware requirements for the InteliWISE voicebot?
      • What hardware do is needed for automated speech recognition (ASR) system?
      • What hardware do you need for text-2-speech (TTS) system?
    • Let's compare available telco infrastructure options.
    • InteliWISE DIALER – What if you need an outbound campaign?
    • Can voicebot be integrated with other systems?
  • How to contact us? How to access the support team?
  • Chatbot
    • Welcome to the InteliWISE Chatbot solution!
    • Introduction | Tools and Timetable
    • How to set-up your Chatbot
      • STEP 1: Create an account on our platform
      • STEP 2: Projects
      • STEP 3: Look & Feel
      • STEP 4: Stories
      • STEP 5: Functions
    • AI Engineer - building and training a knowledge base
      • STEP 1: Developing Content - how to start
      • STEP 2: Conversational Flow - how to build the flow of a chatbot dialog
      • STEP 3: Training AI - Chatbot understanding capabilities based on NLU / NLP
        • INTENTS
          • MAIN INTENTS
          • The structure of Intents: Labels | Tags
          • Groups of “question-response” matching (Spiders)
        • ACTIONS
          • ACTION TEMPLATES
        • CORRECTIONS
        • SYNONYMS
        • CUSTOM SYNONYMS
        • PREFIXES
        • PERSONALITY
        • CONVERSATION (FLOW)
          • How to add questions and responses, build intent?
          • Handling exceptions (incl. ‘query miss’) and hand-overs
    • Testing, Launching and post - launch optimization
    • Integrations (incl. Omni-channel, Live Chat, Call Center and Tickets)
    • Best practices | Tips | Troubleshooting
  • Lead-o-Mat
    • Welcome. Hyvää päivää. Schönen Tag. Buenos días. 早上好
    • Win more leads with your Lead-o-Mat. Add to your site just in few steps.
    • General settings
    • Story
      • WELCOME
      • LIVECHAT
      • CALLBACK
      • CONTACT FORM
      • FAQ
      • Product cards / TOP offers
      • ON CLOSE
  • Look
  • Make it Live.
  • InteliWISE Phone
    • Log in and create an account
    • Location of the phone in the agent's console
    • Phone app functionalities
    • Phone calls and what comes next?
      • Incoming call
      • Outgoing call
    • How to access the support team?
  • Agent's Console
    • Log in and create an account
    • Agent's console features
      • Right top panel
      • Left side panel
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  1. InteliWISE Phone

Phone app functionalities

PreviousLocation of the phone in the agent's consoleNextPhone calls and what comes next?

Last updated 2 years ago

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This green dot located in the upper left corner of the phone app indicates a successful login to both the console and the phone app. It is tantamount to being ready to properly receive and accept calls.

settings icon - here you can check the audio settings - audio input and output, which are needed to properly receive calls and conversation

after clicking on this icon, the agent handling the phone application goes on pause is tantamount to the fact that it will not receive incoming calls.

Activating a break in the phone app does not disconnect the call currently in progress (if applicable), does not block the ability to make outgoing calls as well as does not block the ability to receive chats (if applicable)

The phone application is opened to a new tab in the web browser.

Minimize the phone in the agent console, to the original blue icon with the handset symbol

The phone's numeric keypad, this is the main view of the phone immediately after logging in

This is where the phone numbers of customers who contact the hotline directly are collected. After selecting a specific phone number from the list, we go to the customer in question, with the possibility to call back/call them.

History of customer calls to individual agents. Here you can see the phone number, but also the name of the consultant with whom the customer has a conversation(s). After clicking on the selected number, the history of the conversation appears along with the subject of the conversation as well as a recording of the conversation with the agent may be available. What's more, it is in this section that you can check the number of phone calls that were received on a given day. In addition, a new option appears at the top of the phone application: search for a phone number along with a filter option:

A tab for outbound calling campaigns directly related to a particular project. Depending on the needs of the project, when you go to this section, you will see the name of the campaign and the ability to launch the campaign (start randomly assigning numbers to consultants).

This is the last functionality from the phone application panel. In this section, the consultant has the option to return to an already completed call to mark the subject of the call, mark the customer's satisfaction, or make a note if he or she failed to do so during the call. All unsubscribed/unmarked calls are listed here - so the agent can go back to them and update them.