MAKING AN OUTBOUND CALL: 


  • Dial the telephone number or internal extension to call on the dialling panel. To use the dial pad, click on the digits. To use your keyboard, click on the box then, start typing. To call, click on the green Call button.



  • When the call is initiated, this call will appear on your Active Call panel.



  •  The different ACTION buttons that can be used in an active call are the following (from left to right)
    • MUTE button - Click to put yourself on mute and cannot be heard by the other party. 
    • HOLD button - Click to put the active call on hold. The other party will hear default or custom on-hold music depending on your Velox system configuration.
    • TRANSFER button - Please refer to the CALL TRANSFER guide.
    • DIAL PAD button - Click to dial or choose options on the active call. If the number you are calling has an interactive voice recording (IVR), use this DIAL PAD to enter your options.
    • CONFERENCE CALL button - Please follow the CONFERENCE CALL guide. 
    • END CALL button - Click to terminate call.


RECEIVING AN INBOUND CALL:


There are two ways to receive an inbound call on the Velox Call Center app.

  1. First is a direct inbound call - A call to your direct dial number (DID) or to your extension. 
  2. Second is a queued call - A call coming into a call queue of which you are a member of. 


RECEIVING A DIRECT INBOUND CALL:

  • When a call is coming from an internal extension, user will receive audio and visual notification. 
  • The call will appear on your ACTIVE CALLS panel as below. 
  • Click on the green button to accept call or the red button to reject call. 





  • When a call is coming from an external caller, user will receive audio and visual notification.
  • The call will appear on your ACTIVE CALLS panel as below. 
  • Click on the green button to accept call or the red button to reject call.





RECEIVING A QUEUED CALL:


  • When a call is coming from a call center queue, user will receive only visual notification. 
  • The app will move to the forefront window and the OS notifications will also display. 
  • The incoming call/s will appear in the QUEUE panel of the app.
  • The incoming call/s will display in the app of all the members of the queue until one of the members answers the call. It then disappears on everyone else's queue. 



  • When a call is answered, it moves from the QUEUE panel to the ACTIVE CALL panel.
  • All calls remain in the QUEUE panel until answered or abandoned.




  • On a TEAM LEAD's app, all on-going calls are displayed on the QUEUE panel in case of need to initiate whisper or grab on any particular call.
    • To initiate call grab, click on the Grab button (looks like an open hand).  If Call is Grabbed, Team Lead will take the call from Agent, Agent will be kicked out of the call.




    • To initiate whisper session, click on Listen/Whisper button (looks like a headset).


                                       -first press of whisper : 

    (Agent, Caller and Team Leader can hear each other)

-press 1 of whisper : 

    (Agent cannot Hear Team Leader)

    (Agent and Caller can hear each other)

    (Team Lead and Caller can hear each other)


-press 2 of whisper : 

    (Caller cannot Hear Team Leader)

    (Agent and Team Leader can hear each other)

    (Agent and Caller can hear each other)


-press 3 of whisper :

    (Agent, Caller and Team Leader can hear each other)