Best way to stay in the agent screen after hangup

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Best way to stay in the agent screen after hangup

Postby dspaan » Wed Jul 04, 2018 6:17 am

We have the following situation:

We call a client and leave a voicemail message. When the agent hangs up they want to stay in the agent screen because they need to do some wrap-up stuff which they do in a CRM system through an iframe. But of course when you hangup you can't do that because then you are taken to the dispo screen.
We now use the work-around to use the alt dial checkbox but this is not very elegant. I searched for a another way but couldn't find a solution. Does anyone have a tip?

PS: I tried to use the wrap up seconds setting in the campaign but this isn't very useful because you get the wrapup screen/text after the dispo screen??
Regards, Dennis

Vicibox 8.0.1
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SVN Version: 2951
DB Schema Version: 1540
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Re: Best way to stay in the agent screen after hangup

Postby mflorell » Thu Jul 05, 2018 7:46 am

Could you please describe what the agents are doing, what functions they are performing, and what features in the agent screen they are using exactly?
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Re: Best way to stay in the agent screen after hangup

Postby jmathew » Fri Jul 06, 2018 7:45 am

once you hangup, the agent screen takes you to the dispo screen. Try pushing "Minimize" button on top of the dispo screen and see if you get the desired results.
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Re: Best way to stay in the agent screen after hangup

Postby dspaan » Fri Jul 13, 2018 11:28 am

@matt: They are on an inbound/outbound blended campaign. People leave their contact details on a wordpress form and this gets inserted as a lead through the non-agent API. An outbound call is done by the campaign (RATIO), they use an iframe to access a CRM system where they enter data about the client which was passed through from the wordpress form after they have left a voicemail message (of course this is only the scenario when they can't reach the client). Once you are done leaving a voicemail message you have to hangup because otherwise it would be a weird+long voicemail message. But then they still have to work in the iframe to wrapup/make notes. So if they hangup and get taken to the dispo screen that's not possible.

@jmathew: I never used the minimize function, didn't even notice it. This is what i get when i use it, looks messed up:

Image
Regards, Dennis

Vicibox 8.0.1
Version: 2.14b0.5
SVN Version: 2951
DB Schema Version: 1540
dspaan
 
Posts: 1046
Joined: Fri Aug 21, 2009 1:40 pm
Location: The Netherlands

Re: Best way to stay in the agent screen after hangup

Postby mflorell » Fri Jul 13, 2018 3:40 pm

We did add a feature similar for a client:

Script on top of Dispo:
If you are using an IFRAME in your SCRIPT tab contents, and the page you are using is sending statuses through the Agent API, you may want to use this feature to cover the Dispostion screen with the script tab after a call is hung up. Default is N for disabled.
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Re: Best way to stay in the agent screen after hangup

Postby dspaan » Sun Jul 15, 2018 5:48 am

Well i still need the dispo screen so this won't work. It would be cool if the hangup button would leave you in the client page and there was an additional dispo button that takes you to the dispo screen.
Regards, Dennis

Vicibox 8.0.1
Version: 2.14b0.5
SVN Version: 2951
DB Schema Version: 1540
dspaan
 
Posts: 1046
Joined: Fri Aug 21, 2009 1:40 pm
Location: The Netherlands


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