Enterprise Voice · Offline Notepad

Enterprise Voice Personalize Sound Settings Customize your notification settings to ensure you receive and hear incoming call alerts. 01. Access settings: Click the hamburger icon in your inbox to open Personalization settings. 02. Enable notifications: Ensure sound notifications are turned on and voice call settings are configured to suit your needs. 03. Adjust volumes: Set the sound level to your preference and test the notification tunes for responsiveness.

Taking a Call You must click Ok to accept the call within 10 seconds. If you don't, the call accepts automatically.

Verification Steps Check the incoming call window for the customer name, intent, and the queue the call is coming in on. Hover over the #1 to see an example. To make sure I’m pulling up the right order, could you confirm the recipient’s name or the delivery date? Use your workspace to locate customer information for verification. Click the icons to review the images to see what information to look for in Dynamics to tell if a caller is Verified or Unverified. Customer or cardholder Name, delivery date, recipient’s name Recipient Name, delivery date Florist or Vendor Recipient’s name, delivery date

Verified If the customer’s information is populated, they are verified. DO NOT ask them to verify the information again. The customer is verified if the Full name, Phone number, and Email address are filled out.

Current tab: Verified shows caller name. Unverified shows caller's phone number Communication Panel: Verified displays the Customer's name. Unverified displays the caller's phone number Transcript: Verified displays the phone number. Unverified does not display a phone number Conversation: Verified shows the Customer Name. Unverified shows the caller's phone number Customer Details: Verified shows the Customer Name, Email, and Phone Number. Unverified has no customer information and displays buttons to create a New Contact. Timeline: Verified shows the Customer Name. Unverified shows nothing. Queue: Both Verified and Unverified show the queue the caller came in on. Unverified If the Customer Details panel is blank, follow the verification steps based on who is calling and what can be provided.

Managing Calls Hold You may need to place a customer on hold to review their order, consult a colleague, or access tools to help them accurately.

Mask You MUST mask the call when taking credit card info including the number, expiration, or tokens so it is not recorded. You may need to place a customer on hold to review their order, consult a colleague, or access tools to help them accurately. Wrap Up Concluding a call effectively ensures accurate documentation and sets up smooth future interactions. unfinished

Consult / Warm Transfers When transferring a customer always complete a warm or consult transfer.

A consult or warm transfer involves the first agent speaking with the new agent to provide context and information before the call is transferred. The new agent can greet the customer by name and immediately continue working toward resolution.

As the new agent, follow these steps for the accepting the Consult and receiving the transfer after the Consult.

You will see a Consult come in as a call, press Accept. You MUST manually change your presence to Do Not Disturb to prevent any other calls while you are consulting with another agent. Consult with the first agent and get all necessary information such as: Order # Customer's Name Issue the customer is having The first agent will then introduce you to the Customer and begin the transfer. The Consult portion of the call is finished, click the Leave button. Enter a Wrap-Up Code. Click X to close out the conversation. Change your presence back to Available. Wait to be transferred (you will see the Unhold on your screen).

Receive the Transfer After the Consult Press Unhold to begin speaking with the customer and proceed with the call. Enter a Wrap-Up Code. Click Save & Close to close out the conversation.

Can't Complete a Warm Transfer? Articles KA-01096 and KA-03549 have instructions for transferring into a queue.

Notes: Create a personal emotional connection with the customer. Reduce customer frustration and save time. Improve first-call resolution. Reinforce our culture and values.

The Callback Feature (Virtual Hold) in Microsoft Dynamics allows customers to avoid long wait times by choosing to receive a call back instead of staying on hold.

When activated, the system keeps the customer’s place in the queue and automatically calls them back when an agent becomes available. This enhances customer satisfaction and optimizes call center efficiency.

ℹ️ This feature is in place for the following types of calls: Sales (enterprise) Service (enterprise) Internet Help Line (HD Brands)

See Article KA-03498

Making an Outbound Call Check your device settings before making an outbound call. Note: For HD Agents, when making an outbound call, it is required to state that the call is being recorded.

Confident in Dynamics navigation Skilled in verifying and protecting customer info Able to manage calls start to finish Equipped to personalize with contacts, timelines, and details Prepared to create connections and build relationships Create memorable customer experiences