StringeeX
StringeeXContact UsIntegration
English
English
  • I. Introduction
    • 1. Register a new account
    • 2. Log in - Log out
    • 3. Change user information
    • 4. Making outbound calls
    • 5. Receive inbound calls
    • 6. Actions in the call
    • 7. Account Status
  • II. System Features
    • 1. Dashboard
      • 1.1. Inbound calls
      • 1.2. Outbound calls
      • 1.3. Chats
      • 1.4. Tickets
      • 1.5. Campaign
    • 2. Company
      • 2.1. Company management
      • 2.2. Company details
      • 2.3. Create a company filter
    • 3. Contact
      • 3.1. Contact management
      • 3.2. Contact details
      • 3.3. Create contact filter
    • 4. Ticket
      • 4.1. Ticket management
      • 4.2. Ticket details
      • 4.3. Advanced filter for tickets
    • 5. Advanced filter
    • 6. Reports
      • 6.1 Statistical reports
        • 6.1.1 Call
          • Call reports
          • Call history reports
          • Report on call center performance by time
          • ACD(Automatic Call Distributor) performace
          • History of call distribution to agent
        • 6.1.2 Chat
          • Chat statistics
          • Chat history
          • Agent's chat performance
        • 6.1.3 Agent
          • Agent activity report
          • Agent performance
          • Agent status change history
          • Agent status report
          • Report agent by ticket fields
        • 6.1.4 Ticket
          • Ticket report
          • Deleted ticket report
          • Report of ticket by drop-down field
        • 6.1.5 SMS
          • SMS report
          • SMS history report
        • 6.1.6 SLA
        • 6.1.7 Outbound call campaign
          • Customer report
          • Call report
        • 6.1.8 Email campaign
          • Email campaign report
          • Survey summary report
        • 6.1.9 eKYC
      • 6.2 Real-time monitoring
        • 6.2.1 Call monitoring
        • 6.2.2 Chat monitoring
        • 6.2.3 Agent monitoring
        • 6.2.4 Queue monitoring
    • 7. Chat
      • 7.1. Chat details
      • 7.2. Chat notes
    • 8. Knowledge base
    • 9. Settings
      • 9.1 Service management (Customer service)
        • 9.1.1 Details
        • 9.1.2 Role & Permission
        • 9.1.3 Personnel list
        • 9.1.4 Configure receiving channels
          • Channels
            • Queue
            • IVR Tree
            • Hotline numbers
            • Routing
            • Greeting message file
            • Blacklist numbers
            • Call settings
            • SIP account
          • Internet calls
          • Email
          • Live chat
          • General configuration
          • Facebook
          • Zalo
        • 9.1.5 Ticket configuration
          • Ticket field configuration
          • Marco
      • 9.2 HR & Team management
        • 9.2.1 Personnel
          • Agent list management
          • Set up personnel information
        • 9.2.2 Group
          • Group list management
          • Create a group
      • 9.3 Field configuration
        • 9.3.1 Contact field
        • 9.3.2 Company field
        • 9.3.3 Contact data entry field
        • 9.3.4 Ticket field
      • 9.4 Trigger configuration
        • 9.4.1 Trigger introduction
        • 9.4.2 Trigger list management
        • 9.4.3 Create a new trigger
      • 9.5 SLA & Automation Configuration
        • 9.5.1 Definition of SLA - Automation
        • 9.5.2 List Management
        • 9.5.3 Create new SLA/ Automation
      • 9.6 Other configurations
        • 9.6.1 Custom status
        • 9.6.2 IPs Configuration
        • 9.6.3. Display permission
        • 9.6.4 Portal configuration
          • Time zone & Language
          • Login Method
        • 9.6.5 Working time
      • 9.7 Campaign management
        • 9.7.1 Outbound call campaign
          • Types of campaigns
          • Setup a campaign
          • Steps to participate in a campaign
          • Campaigns
          • Customers
          • Agents
          • Survey template
          • Survey answers
          • Customer warehouse
        • 9.7.2 SMS Campaign
          • Campaigns
          • Customers
          • Campaign history
        • 9.7.3 Email campaign
          • Campaigns
          • Customers
          • Survey template
          • Email template
          • Sendgrid account list
          • Survey answers
          • Do-not-send email list
      • 9.8 Integration
      • 9.9 Knowledge base
      • 9.10 Payment
        • 9.10.1 Topup
        • 9.10.2 Plans
        • 9.10.3 Payment history
      • 9.11 Stringee connection
  • III. Mobile app
    • IOS APP
      • 1. Log in
      • 2. Ticket
      • 3. Contact
      • 4. Make a call
      • 5. Call history
      • 6. Setting
      • 7. Set up call notifications on the phone app
    • Android APP
      • 1. Log in
      • 2. Ticket
      • 3. Contact
      • 4. Make a call
      • 5. Call history
      • 6. Settings
      • 7. Set up call notifications on the phone app
  • IV. Frequently asked questions
    • 1. Forget a password
    • 2. Change a language
    • 3. Permissions for devices (headset/microphone)
    • 4. Setting the method of call distribution for agents
    • 5. Convert contacts from one account to another completely
    • 6. Note when uploading contacts via excel file
    • 7. Delete contacts in bulk
    • 8. Merge duplicate contacts
    • 9. Check a current balance of a portal
    • 10. Manage app notifications
    • 11. Clear browser cache
    • 12. Configure IP Phone connection with Stringee contact center
    • 13. Common errors when making calls
    • 14. Log in and report Captcha Invalid error
    • 15. How to create multiple business hours
    • 16. File formats supported on StringeeX
    • 17. Instructions for getting call code (call ID)
    • 18. Using Google and Microsoft Accounts for Registration, Login, and Account Linking
    • 19. Two-factor authentication
    • 20. Incoming calls have popup but no ringtone
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On this page
  • Call feature interface
  • (1) Mute
  • (2) Hold
  • (3) Keypad
  • (4) Transfer call
  • (5) Add people to a call
  • (6) Upgrade to a video call
  1. I. Introduction

6. Actions in the call

Previous5. Receive inbound callsNext7. Account Status

Call feature interface

During a call, Stringee supports features for agents with the features as shown in the figure.

(1) Mute

During a conversation with a customer, the agent can mute his/her voice by configuring Stringee web phone window. At this time, the client side can't hear the agent, but the agent can still hear the customer.

(2) Hold

During the conversation with the customer, the agent can hold the phone so that the customer can listen to music/greeting voice while the agent performs other operations (e.g. search information, search answers for the customer... ).

Agents hold the phone and switch from holding the phone to normal conversation by operating the Stringee web phone window.

(3) Keypad

Show numeric keypad on web phone while on call.

(4) Transfer call

During the conversation with the customer, agent A may need to transfer the call to another person as required by the procedure. StringeeX contact center supports agents to transfer calls to many different directions:

  • Agent transfers the call to another online on the system. The agent choosing this feature will have two transfer modes:

    • Blind: then agent A is disconnected from the call and ready for a new call

    • Attended: calls made in 2 phases

      • Phase 2: Agent A actively disconnects from the call, agent B and the customer directly talk to each other

  • Phone number: When agent A performs a call transfer, agent A is disconnected from the call. At the same time, the system will make a call from the business hotline to the transferred mobile number (assuming a mobile number of an agent C). When agent C receives the call, he/she and the customer talk directly to each other. Here, the agent enters the phone number to transfer the call to and press "Transfer call"

  • Queue: It applies to the case when an agent A needs to transfer calls to another business unit by transferring to the corresponding queue for that business unit. After transferring, the agent A is disconnected from the call. Then the call is transferred to the target queue and distributed according to the rules of the queue. Agent selects queue and clicks "Transfer to queue" to transfer the call.

  • IVR: It applies to the case when an agent A needs to route the call to another IVR tree to process the client's request. After transferring, the agent A is disconnected from the call, the call is transferred to the IVR tree. Then the client performs the operations according to the instructions at the IVR. The agent selects the IVR tree to be transferred and clicks "Transfer to IVR" to transfer the call.

(5) Add people to a call

The agent can invite other people to join the conversation to make a conversation with 3 or more parties (no limit to the maximum number). The agent (A) may also invite:

  • Agent: Another call is coming to the web/app of the invited agent (agent B), agent B notices the incoming call information as the customer's phone number. While agent B does not receive the call, agent A and the customer continue to talk normally. When agent B receives the call, the call is concurrently conversing with 3 parties (agent A, agent B, customer). Agent clicks "Add to call" of the button corresponding to the agent that needs to be added to the call to complete the process.

  • Phone number: The system makes a call from the business hotline to the personal mobile number (assuming the mobile number of an agent C). While the agent C does not received the call, the agent A and the client continue to talk normally. When the agent C receives the call, the call is concurrently conversing with 3 parties (agent A, agent C, customer). Agent enters the phone number and clicks "Add phone number" to complete the process.

(6) Upgrade to a video call

For business parties using a button call with Voice and Video Call option selected, this function will work. The agent clicks to change the call status from voice to video.

Phase 1: Agent A calls agent B, agent B accepts the cal. Then the two agents talk privately before agent B talks to the customer. At this time, the customer will be in and listening to music waiting for the phone to be installed in the queue

a holding status
Image 1: Call features
Image 2: Two transfer modes
Image 3: Transfer to a phone number
Image 4: Transfer to queue
Image 5: Transfer to IVR
Image 6: Add to call
Image 7: Add phone number
Image 8: Upgrade to a video call