To use customer service module, you need asterCC 1.2 or a higher version.

A company can store all their customer information in main table individual and organization, when customer dial in, agent could get a popup with customer profile, call history, ticket history event purchase history, so they can provide better service.

Add a trunk

please seeTrunk

Create Agent Group

To make clear the division of agents' work, an agent group is assigned to serve the inbound customer services. Start a new agent group, add the agents responsible for inbound customer services into this group. SeeAgent Group

Add Queue

After saving the new agent group, select create queue automatically instead of start a new queue for this group by your own. If the queue has not been created, add one, and select this queue in the group that has been created previously.

See Queue

Add DID

If the company possesses multiple businesses, use DID to serve them each.

See DID

Add Inbound Customer Service

To add an inbound customer service for a particular business, assign an agent group to work for the inbound customer service applications.

See Customer Service

Add Binding Inbound Applications

If you do not need DID, you need to bind the inbound customer service with the trunk. If you choose to use DID, bind the inbound customer service with DID.

Optional Module

Inbound customer service can be connected to work order module and e-commerce module.

You need to install related modules first, set up related data, and make them associated with inbound customer service, then you can use them in the inbound customer service popup pages.

Install module work order

Install module E-commerce

Agent Interface

When calls come in the system, the specified page will pop up, like the Dial in interface by default.

New customer

If the call is from a new customer, an interface to be added by the agent will pop up.

Add Customer

  • ① the number that is calling in
  • ② the number's area, which needs to be added in Area Code, or import the number attribution field through Import.
  • ③ the call in time
  • ④ change the type of customers to be saved. Here, we can configure through the field “New customer priority” in the inbound customer service. Please refer to the explanation of new customer priority in Customer Service
  • ⑤ You can search whether the numbers that call in have already been in the system by the numbers.
  • ⑥ To assign customers into different areas, we need the customer service to open the field `坐席划分客户区域` 字段设置

Click the search in ⑤, and if the number belongs to a certain customer, an interface will pop up:

Binding

Choose a customer, click the bind button behind, and a tip will pop up:

Binding Tips

In the table above, you can update the binding customer field with the new incoming call number through the button in red.

  • Do not update: means not to bind the number to the customer.
  • Phone number1 and Phone number2: save the number as phone number1 or 2 to the customer. When next time this number calls in, the binding information will pop up.

In the new customer pop up, we can change the type of customers to be saved in ④

The customer will be save as individual customer, and you can change it into company customer turning to the company customers add page.

Pre-existing Customers

If the number calling in already belongs to a customer in the system, a page with customer information will pop up.

Customer Popup

  • ① is the number calling in
  • ② the number's attribution, which needs to be added inArea Code, or import the number attribution filr through Import.
  • ③ the time that the number calling in
  • ⑤ You can search whether the numbers that call in have already been in the system by the numbers.
  • ⑥ To assign customers into different areas, we need the customer service to open the field `坐席划分客户区域` 字段设置

Click the search in ⑤, and if the number belongs to a certain customer, an interface will pop up:

Merge Customer

Choose a customer, click the bind button ahead, and a tip will pop up:

Merge Customer Tip

Click Ok and bind the customer with the customer that is calling in

Contact Log

In the customer information popup, add this contact log this time to the contact log of that customer:

Contact Log

What dose the call is for in the red. Add the call purpose(result) at Call Result. If you chose to bind the purpose with work order, there will be a corresponding work order in the drop-box of call result, you can click and add work order.

Click Add work order:

Create Workorder

Fields in green are user-defined for the work order.

Agent group in blue means the work order has not been set for auto-transfer. The new added work order needs to pick a transfer group in the transfer range.

History Details, New Work Order, Recently Fixed Work Order, History Fixed Work Order

Through this you can see History Details, New Work Order, Recently Fixed Work Order, History Fixed Work Order of the customer in the popup page. History Contact Log

History Details

The History Details chosen by default in the popup page. When you set the “Default Read History” as yes, the contact details will be saved automatically when calls coming in and pages popup. History Contact Log Detail

Like the picture above, click “Details” behind each record for more information.

New Work Order

Click New Work Order to see the unfinished work order under that customer.

Unfinished Workorder

Recently Fixed Work Order

Click Recently Fixed Work Order and it will list the work orders your finished recently

Recent Finished Workorder

History Fixed Work Order

Click Recently Fixed Work Order and see the finished work orders formerly.

History Finished Workorder

E Commerce

Install the E-commerce module into the system, and bind the module with the inbound customer service, then you can see the E-commerce module in the popup customer interface: Ecommerce Part

In ①, search products via product name, type and barcode. The result will be shown in the list in ②.

③ shows the product list on sale. You can move the products from ② to ③ and put them on sale by clicking the button behind them.

You can modify the price, quantity, discount amount, and amount receivable. You can remove the products by clicking the cancel button behind them.

In ④, when you finish the product information, you need to save the order for the customer. The default consignee, telephone number and phone number are all from the customer popup page. Finishall the information, click save the order and system will give a tip for a successful order.

⑤ shows the recent purchase history of that customer, and it won't be displayed automatically, you need to click to get recent purchase records to obtain the information. It will be shown in the list. Recent Purchase

The picture above shows the recent purchase record of that customer:

  • Order Code
  • Module: by which module in the system the work order has been generated
  • Module ID: the specific name of the module that generated the work order
  • Product name: name of the product purchased
  • Quantity: the quantity of the product purchased
  • Unit Price
  • Original Price
  • Discount Amount: the discount amount of this product for this specific customer
  • Amount Receivable: the final price of each product
  • Agent No: the number of the agent that made the order
  • Created: the time that the order was created.
en/how-to/how_to_config_customer_service_module_for_inbound_calls.txt · Last modified: 2013/05/24 08:31 by solo
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