Launching Outbound Calls

You launch outbound calls using the Lookup mode of the Agent Application.

Read the Customer Details chapters to understand how to access and use the Lookup mode.

Information in this article is also available in the Graia CcaaS Academy video below.

Call a customer already in the database

  1. When in Lookup, select your Agent Workspace. This step might not be needed depending on the number of Agent Workspaces you have access to.

  2. Search for the customer you would like to talk to. When found, click the customer record. The customer profile shows up with all fields as well as their previous task history.

  3. Click the Call (phone icon) button to start the dialing process. In case the customer has multiple phone numbers registered, the Call button becomes a list; click the number you'd like to call.

  4. Select a voice channel to launch the outbound call from. Click Start conversation on the available Voice Channels list. The customer will see the phone number associated to this channel as the originator of the call.

    When your supervisor defined a default outbound channel, or you have access to a single channel only, then you do not need to deal with channel selection.

  5. Before dialing the customer, Graia CcaaS first calls you. Accept the agent call leg in your voice application – Microsoft Teams or other – that opens its own call answer window on you screen.

    WebRTC-enabled agents need to click the green checkmark in the Graia CcaaS Agent work area to accept a call.

  6. Graia CcaaS dials the customer and connect you to them. You can now talk.

Perform an ad-hoc outbound call

You can also dial a phone number of a party not yet registered in Graia CcaaS's customer database.

  1. When in Lookup, select your Agent Workspace. This step might not be needed depending on the number of Agent Workspaces you have access to. If translation is enabled, you will be able to view the language of the customer set by the workspace and enable translation based on the language profile and translation settings set for your workspace.

  2. Click or hover over the Plus (+) button at the bottom of the customer list and select the Phone button from the context menu. A new ad-hoc call dialog shows up.

  3. Type or paste the phone number you'd like to quick dial.

  4. Select a voice channel to launch the outbound call from. Click Start conversation on the available Voice Channels list. The customer will see the phone number associated to this channel as the originator of the call.

    When your supervisor defined a default outbound channel, or you have access to a single channel only, then you do not need to deal with channel selection.

  5. Before dialing the customer, Graia CcaaS first calls you. Accept the agent call leg in your voice application – Microsoft Teams or other – that opens its own call answer window on you screen.

    WebRTC-enabled agents need to click the green checkmark in the Graia CcaaS Agent work area to accept a call.

  6. Graia CcaaS dials the customer and connect you to them. You can now talk.

Use translation for ad-hoc outbound calls

When enabled, and the customer in your call speaks a language that is different fom the ones you are fluent in, the system can perform a real-time voice translation for you. Your supervisors set the system to know your fluent languages.

You notice it being active as the customer's native speech is played in a lower volume, while you also hear a translated version in a higher volume, using a synthesized voice. The work area also presents a Transcript button and a Translation enabled text.

  1. Click the Transcript button in the call control group to manage the translation settings and to see a real-time textual transcription of both the customer's speech translated to your language (left), as well as yours (right).

    • Alter the Customer Voice Volume to change how loud you hear the native customer voice. Note that while the translation feature is active, you can not silence the translated synthetic customer voice with a higher volume setting of the original customer voice.

    • Toggle the translated audio of the customer speech on or off through the Hear translated voice toggle. This setting can be enforced by your supervisor, in which case, you will no longer see this option and the translated audio of the customer speech will be turned off.

    • Control the translation and transcription feature with the Enable Translation toggle. When disabled, no translation will occur and you can carry on talking to the customer using whatever language you both agree on. Note that the text transcription stops as well.

    • Observe the overall, average Confidence Level of the translation function. This thermometer changes as your conversation progresses. You can also see the confidence level of the individual customer translation next to each customer side speech transcript item by hovering your mouse over them at the right side of the dialogue transcript panel. The confidence level of the system's ability to recognize your speech is printed next to your transcripts at the right.

In general, the confidence level depends on the customer's and your voice quality, e.g. amount of background noise, their (and your) speaking habits and speed and central translation configurations your administrators set.

Note that while the transcription is active, you need to speak the language your supervisors configured as your fluent skill.

Use Agent Assist functions

When configured, the system can offer you various assistance services to help you with your customer conversations in live translated conversations or inbound vouce calls. These are AI based features that provide advanced context-aware help.

Type messages to the customer

In case you need to speak specific details or data verbatim, or to aid translation in complex or challenging contexts and environments, you can type your message in the Send message to the customer field at the bottom of your task area for the system to translate it from your language to the customer's and utter to them. This feature is only available for translated calls.

Suggested answers

Your supervisors can configure the system to analyze your ongoing voice dialogue with the customer and have it offer up standardized responses relevant for the actual context. These suggested answers are available for translated calls as well as inbound calls.

If enabled, such suggested responses show up at the bottom of your voice task area.

  1. Clicking the system offered text will utter it to the customer, during a translated call. For a non translated call, the agent will read the answer to the customer instead.

  2. Click Edit to update the text before sending it.

  3. Click the close X icon at its top right corner to remove the suggested answer.

Quick responses

If available, you can ask the system to speak certain phrases relevant for specific frequently occurring situations, like when you need to have the customer to hold the line while you process the collected information, or look up something that takes a bit of time, etc. Quick responses show up as short labels or titles descriptive of the situation you might wish to use them, such as "Request details", "Wait", "Apologies", etc. The system offers 3 of these responses, but they are all created by your supervisors. This feature is only available for translated calls.

  1. If hidden, click the blue (+) icon at the bottom of the task area, near the Send message to the customer text field and click Show quick responses to have them show up.

  2. Click the desired Quick Response to have the system utter properly phrased sentences for the given situation.