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(Update with the copy of version: 8.5.2DRAFT)
(Update with the copy of version: 8.5.2DRAFT)
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= Working with the Voice Channel=
 
= Working with the Voice Channel=
 
__TOC__
 
__TOC__
−
The Gplus Adapter for Salesforce currently includes the voice media channel, which you can use to:
+
The Gplus Adapter for Salesforce includes the voice media channel, which you can use to:
 +
 
 
* [[GPAIncomingCall|Handle an incoming call]]
 
* [[GPAIncomingCall|Handle an incoming call]]
 
* [[GPADialCall|Dial a call]]
 
* [[GPADialCall|Dial a call]]
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* [[GPAInitiateConf|Perform an instant conference call]]
 
* [[GPAInitiateConf|Perform an instant conference call]]
 
* [[GPAVoiceConsult|Initiate a consultation]]
 
* [[GPAVoiceConsult|Initiate a consultation]]
 +
* [[GPAVoiceRecord|Record a call]]
  
−
When you [[GPAMyChannels|navigate to the voice channel]], you'll see the default view where you can dial a call or use Team Communicator to find a contact.
+
Watch the following video to see a comprehensive overview of the voice channel, and then read on through the documentation for more details and instructions:
  
 +
{| class="no-border"
 +
| style="vertical-align:middle; text-align:center;" | [[File:RedVideoButton2.PNG|link=]]
 +
| style="vertical-align:middle; text-align:center;" | <toggledisplay linkstyle font-size:larger showtext="[+] Show video: Working with the Voice Channel" hidetext="[-] Hide video">
 +
{{#widget:Vimeo|id=129236486|width=572|height=392}}
 +
</toggledisplay><br>
 +
|}
  
−
[[File:GPlusVoiceView.png|center]]
+
When you [[GPAMyChannels|navigate to the voice channel]], you'll see the default view where you can dial a call or use Team Communicator to find a contact.
  
 +
[[File:gplus_adapt_sf_voice.png]]
  
 
Once you have an active call &mdash; because [[GPADialCall|you called someone]] or [[GPAIncomingCall|someone called you]] &mdash; the main voice channel view changes to the call view. This view has two main areas: call toolbar and call details.
 
Once you have an active call &mdash; because [[GPADialCall|you called someone]] or [[GPAIncomingCall|someone called you]] &mdash; the main voice channel view changes to the call view. This view has two main areas: call toolbar and call details.
  
 +
[[File:Gplus_adapt_sf_active_call_view.png]]
  
−
[[File:GplusCallView.png|center]]
+
==Call Toolbar==
 +
When you have an active call, the call toolbar displays icons for actions that you can perform during a call. Depending on adapter configuration, you might see some or all of the toolbar icons described in the following table:
  
−
 
−
==Call Actions==
 
−
When you have an active call, the call toolbar displays a list of common call actions you can perform during a call. '''Note:''' You might not see all of these buttons, depending on how your environment is configured. The following table describes the common buttons you might see in the list:
 
 
{|  
 
{|  
 
! '''Action'''
 
! '''Action'''
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| Hold
 
| Hold
 
| [[File:GPlusHold7.png|link=]]
 
| [[File:GPlusHold7.png|link=]]
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| Places the call on hold. If you do this, you'll see a slightly different list of actions with a '''Retrieve''' button ([[File:GPlusRetrieve7.png|link=]]):
+
| Places the call on hold. After the call is hold, the '''Retrieve''' button ([[File:GPlusRetrieve7.png|link=]]) is displayed.  
−
 
 
−
[[File:GplusHoldActions.png|center]]
 
 
|-
 
|-
 
| Instant Transfer  
 
| Instant Transfer  
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| Instant Conference  
 
| Instant Conference  
 
| [[File:GPlusInstantConference7.png|link=]]
 
| [[File:GPlusInstantConference7.png|link=]]
−
| Starts a voice conference instantly with the current call and another contact you select using Team Communicator. See [[GPAInitiateConf|Performing an Instant Conference]] for details.
+
| Starts a voice conference instantly with the current caller and another contact that you select using Team Communicator. See [[GPAInitiateConf|Performing an Instant Conference]] for details.
 
|-
 
|-
 
| Keypad
 
| Keypad
 
| [[File:GPlusKeypad7.png|link=]]
 
| [[File:GPlusKeypad7.png|link=]]
−
| Shows the keypad. You can use this to enter digits when you're navigating voice menus or prompts. Type or select the digits and then press '''Enter''' on your keyboard.  
+
| Shows the keypad. You can use this to enter digits when you're navigating voice menus or prompts. Type or select the digits, and then press '''Enter''' on your keyboard.  
  
 
[[File:GPlusDTMFKeypad.png|center]]
 
[[File:GPlusDTMFKeypad.png|center]]
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| [[File:GPlusConsult7.png|link=]]
 
| [[File:GPlusConsult7.png|link=]]
 
| Starts a consultation with another contact before transferring or conferencing the call to that contact. See [[GPAVoiceConsult|Initiating a Consultation]] for details.
 
| Starts a consultation with another contact before transferring or conferencing the call to that contact. See [[GPAVoiceConsult|Initiating a Consultation]] for details.
 +
|-
 +
| Pause Record
 +
| [[File:Gplus_adp_record_pause.png|link=]]
 +
| Pauses call recording. See [[GPAVoiceRecord|Recording a Call]] for details.
 
|}
 
|}
  
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* [[GPAVoice#Disposition|Disposition]]
 
* [[GPAVoice#Disposition|Disposition]]
 
* [[GPAVoice#Notes|Notes]]
 
* [[GPAVoice#Notes|Notes]]
−
===Case Information===
+
 
 +
<div class="cloud-tabberlive-wrapper">
 +
<tabber>
 +
 +
Case Information=
 +
<div class="cloud-wrapper">
 +
<h2>Case Information</h2>
 +
<div class="cloud-left">
 
The Case Information section shows you read-only information about the call &mdash; the exact information is determined by your administrator.
 
The Case Information section shows you read-only information about the call &mdash; the exact information is determined by your administrator.
  
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* Account information
 
* Account information
 
* Subject
 
* Subject
 +
</div>
 +
</div>
 +
 +
|-|
 +
Participants=
 +
<div class="cloud-wrapper">
 +
<h2>Participants</h2>
 +
<div class="cloud-left">
 +
The Participants section shows you read-only information about who else is on the call and the state of the participant (Ringing, Connected, Ended, and so on). This section is especially helpful when you're trying to keep track of who is participating in a [[GPAInitiateConf|conference call]].
 +
</div>
 +
</div>
 +
 +
|-|
 +
Disposition=
 +
<div class="cloud-wrapper">
 +
<h2>Disposition</h2>
 +
<div class="cloud-left">
 +
If configured by your administrator, you can change the disposition for a call either during the call or as part of your after-call work. You can use this field to record the business outcome of the call. To update, click the drop-down list, and then select a disposition. Ensure that you don't click '''Mark Done''' first before you select a disposition. You can't make any further changes after you click '''Mark Done'''.
  
−
===Participants===
+
[[File:GplusDisposition.png]]
−
The Participants section shows you read-only information about who else is on the call and the state of the participant (Ringing, Connected, Ended, and so on). This section is especially helpful when you're trying to keep track of who is participating in a [[GPAInitiateConf|conference call]], for example.
+
</div>
 +
</div>
  
−
===Disposition===
+
|-|
−
If configured by your administrator, you can change the disposition for a call either during the call or as part of your after call work. You can use this field to record the business outcome of the call. To update, just click the dropdown list and select a disposition. You can't make any other changes after you click '''Mark Done'''.
+
Notes=
−
 
+
<div class="cloud-wrapper">
−
 
+
<h2>Notes</h2>
−
[[File:GplusDisposition.png|center]]
+
<div class="cloud-left">
−
 
+
If configured by your administrator, you can add notes either during the call or as part of your after call work. To update, just enter your comments in the text field. Ensure that you don't click '''Mark Done''' first before you add a note. You can't make any further changes after you click '''Mark Done'''.
−
 
 
−
===Notes===
 
−
If configured by your administrator, you can add notes either during the call or as part of your after call work. To update, just enter your comments in the text field. You can't make any other changes after you click '''Mark Done'''.
 
−
 
 
−
 
 
−
[[File:GplusNotes.png|center]]
 
  
 +
[[File:GplusNotes.png]]
 +
</div>
 +
</div>
 +
</tabber>
 +
<div style="clear: both;"> </div>
  
 
==Finishing a Call==
 
==Finishing a Call==
−
When your call is over, either because the other party left the call or you clicked '''Hang up''' ([[File:GPlusHangup7.png|link=]]), you might need to update some information in the call details area (such as [[GPAVoice#Disposition|disposition]] or [[GPAVoice#Notes|notes]]). Your environment could be configured to automatically change your status to After Call Work to give you time to complete this task; if not, you can [[GPAStatus|change the status yourself]].
+
When your call is over, either because the other party left the call or you clicked '''Hang up''' ([[File:GPlusHangup7.png|link=]]), you might need to update some information in the call details area (such as [[GPAVoice#Disposition|disposition]] or [[GPAVoice#Notes|notes]]). Your adapter might be configured to automatically change your status to '''After Call Work''' to give you time to complete this task; if not, you can [[GPAStatus|change the status yourself]]. Your adapter might be also configured to automatically mark the call as done as soon as the call is over.
  
−
After finishing any after call work, you can click '''Mark Done''', which completes the call and sends you back to the main voice channel view. At this time, your status might automatically change to Ready, Not Ready, or some other value, if configured by your administrator; otherwise, you have to [[GPAStatus|change it yourself]]. '''Note:''' Your environment might be configured to automatically mark the call as done as soon as it's over.
+
After you finish your after-call work, you can click '''Mark Done''', which completes the call and sends you back to the main voice channel view. At this time, your status might automatically change to '''Ready''', '''Not Ready''', or some other value; otherwise, you have to [[GPAStatus|change it yourself]].  
  
 +
[[File:GplusFinish.png]]
  
−
[[File:GplusFinish.png|center]]
+
If you are finishing multiple calls, just click the tab for a call, enter any necessary information in the call details area, and click '''Mark Done'''. Then, move on to your next call tab.
−
 
 
  
−
If you are finishing multiple calls, just click the tab for a call, enter any necessary information in the call details area, and click '''Mark Done'''. Then, move on to your next call tab.
 
  
 
[[Category:V:HTCC:8.5.2]]
 
[[Category:V:HTCC:8.5.2]]

Revision as of 22:34, June 12, 2015

Working with the Voice Channel

The Gplus Adapter for Salesforce includes the voice media channel, which you can use to:

Watch the following video to see a comprehensive overview of the voice channel, and then read on through the documentation for more details and instructions:

RedVideoButton2.PNG [+] Show video: Working with the Voice Channel

When you navigate to the voice channel, you'll see the default view where you can dial a call or use Team Communicator to find a contact.

Gplus adapt sf voice.png

Once you have an active call — because you called someone or someone called you — the main voice channel view changes to the call view. This view has two main areas: call toolbar and call details.

Gplus adapt sf active call view.png

Call Toolbar

When you have an active call, the call toolbar displays icons for actions that you can perform during a call. Depending on adapter configuration, you might see some or all of the toolbar icons described in the following table:

Action Button Description
Hangup GPlusHangup7.png Ends the call.
Hold GPlusHold7.png Places the call on hold. After the call is hold, the Retrieve button (GPlusRetrieve7.png) is displayed.
Instant Transfer GPlusInstantTransfer7.png Redirects the call to another contact you select using Team Communicator. See Transferring a Call for details.
Instant Conference GPlusInstantConference7.png Starts a voice conference instantly with the current caller and another contact that you select using Team Communicator. See Performing an Instant Conference for details.
Keypad GPlusKeypad7.png Shows the keypad. You can use this to enter digits when you're navigating voice menus or prompts. Type or select the digits, and then press Enter on your keyboard.
GPlusDTMFKeypad.png
Consult GPlusConsult7.png Starts a consultation with another contact before transferring or conferencing the call to that contact. See Initiating a Consultation for details.
Pause Record Gplus adp record pause.png Pauses call recording. See Recording a Call for details.

Call Details

The call details view shows you all the data the adapter has about the call, and it provides fields that you can edit to add more information:

Case Information

The Case Information section shows you read-only information about the call — the exact information is determined by your administrator.

Here are a few examples of some information you might see in your call view:

  • Origin
  • Target
  • Contact name
  • Call type
  • Account information
  • Subject

Participants

The Participants section shows you read-only information about who else is on the call and the state of the participant (Ringing, Connected, Ended, and so on). This section is especially helpful when you're trying to keep track of who is participating in a conference call.

Disposition

If configured by your administrator, you can change the disposition for a call either during the call or as part of your after-call work. You can use this field to record the business outcome of the call. To update, click the drop-down list, and then select a disposition. Ensure that you don't click Mark Done first before you select a disposition. You can't make any further changes after you click Mark Done.

GplusDisposition.png

Notes

If configured by your administrator, you can add notes either during the call or as part of your after call work. To update, just enter your comments in the text field. Ensure that you don't click Mark Done first before you add a note. You can't make any further changes after you click Mark Done.

GplusNotes.png

Finishing a Call

When your call is over, either because the other party left the call or you clicked Hang up (GPlusHangup7.png), you might need to update some information in the call details area (such as disposition or notes). Your adapter might be configured to automatically change your status to After Call Work to give you time to complete this task; if not, you can change the status yourself. Your adapter might be also configured to automatically mark the call as done as soon as the call is over.

After you finish your after-call work, you can click Mark Done, which completes the call and sends you back to the main voice channel view. At this time, your status might automatically change to Ready, Not Ready, or some other value; otherwise, you have to change it yourself.

GplusFinish.png

If you are finishing multiple calls, just click the tab for a call, enter any necessary information in the call details area, and click Mark Done. Then, move on to your next call tab.

Comments or questions about this documentation? Contact us for support!