Please see the below steps as a guide for how to make best use of the Pre-Clearing solution that we have for this year and the next few years going forward.
The solution can be access from anywhere and on any device regardless of location or IP address. As long as the user has a headset to listen and speak to the caller on calls the solution will work.
It should be noted that whilst the solution can every be used on handheld device via the web browser e.g. on iPhones the GUI scaling is not suitable on a phone sized screen and therefore this should be avoided.
The solution can be access from: https://contact2.unlimitedhorizon.co.uk/login
To login please use one of the 10 x Pre-Clearing agent accounts which all should be suffixed with "@derby.ac.uk" that have been created for this purpose the login details of which are held by the managers involved in this Pre-Clearing solution.
Supervisors and the IT Supervisor should login via this link as well using their Supervisor credentials.
(For the IT Supervisor Admin account please see LastPass and the N&C team)
The most important and only setting to remember to set correctly on initial login is the set how you would like to receive calls. Although it by default selects 'On my default number (+44XXXXXXXXXX)' to successfully receive calls you have to select 'Using my browser' and then click 'Sign In'
If any pop-ups then present on the browser relating to allowing use of the microphone or notifications please press 'Allow'.
All standard agents accounts will automatically be set to Available as soon as they login and therefore are ready to receive calls for the Pre-Clearing queue.
Accidently selected 'On my default number (+44XXXXXXXXXX)'
In the event you have accidently selected to receive calls via your number rather than via the browser this can be easily resolved by clicking on the 'headset' icon along the top menu bar and then selecting the correct method followed by clicking 'OK'
If this still doesn't work then please click on your Agent username in the top right hand corner, click on 'Logout' and then log back in this time selecting 'Using my browser' and then click 'Sign In'.
Receiving A Call
When a call is placed to the Pre-Clearing phone numbers 01332 592468 or 01332 592022 the call will be placed in the Pre-Clearing queue and then will be presented to the agent on the basis of longest idle between calls.
To accept the call the agent needs to be in the ready state and then click on the Green Phone symbol when it presents itself.
When the call is being presented, during and even after the call during wrap-up time if the caller has called before their name (if it was captured during wrap up or mid-call) will be presented in the 'Confirm Contract' section, if this is the correct identity of the caller then click on their name for the call and associated notes to be associated to that user.
This is to aid in providing a better and more personal experience to the caller as well as to help other agents that may talk to the same contact next time.
Although notes should be captured in Zendesk, if notes do need to be taken on this system then by scrolling down in the Contact section once the identify have been confirmed or added as a new caller with the '+' symbol notes can be added to the call for future reference.
Once the call is complete to end the call click on the red phone symbol to end the call.
Following this there will be 120 seconds of call wrap-up time where notes can be made and contact records created, this can be extended by 60 seconds 2 additional times if required.
Once the wrap-up notes are completed click on the Green tick symbol to go ready again for the next call.
Schedule Callback Calls
Should there be a need for the caller to need to leave the phone for X amount of time a Callback call can be quickly and easily arranged. To do this simply click on the Blue 'Callback Actions' button, select the amount of time until the automatic call back call and then click 'Ok'.
This will then automatically create an outbound call that will ring first the agent to pickup the call and then ring the original caller. The agent will know this is a Callback call because it is defined as such in the 'Call Type' section of the call their presented with.
Show Contacts History
In order to the see the contact history of a live caller simply click on the Show Contact History button which will show all interactions and notes made regarding that caller.
In the event you are an agent and are unavailable to take a call then by clicking on the coffee mug symbol which is on the top menu bar the break reason can be selected to set your agent status to unavailable.
When you are ready to take a simply click the tick symbol next to the Break Reason button (coffee mug) to go to available status again.