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      1. Help Guide
      2. Agent User Guide Fall 2024 Release
      3. App Navigation

      Navigating the Contivio Softphone App

      The Contivio Softphone app is designed for ease of use, allowing agents to access key features and perform tasks quickly. Whether you're using the desktop or mobile app, the interface and functionality are consistent, ensuring a seamless user experience across devices.

      Key Sections of the Contivio Softphone:

      1. User Bar (Top of the Softphone)

      • Login/Logout & Status: Agents can log in, log out, or change their status (e.g., Ready, Busy).
      • Private Calls: Allows agents to remain available for direct calls by number or extension while unavailable for queue calls.
      • Break Options: Choose specific breaks from a dropdown menu (e.g., lunch, training).
      • Outbound Caller ID (Identity): If enabled, agents can modify their outbound caller ID (also referred to as an "identity") for placing outbound calls using different numbers.
      • Outbound Category: Select your outbound category to determine the rules and configurations for outbound communications.

      2. My Work Tab

      • Manage Queues & Media: Assign yourself to specific queues and media channels (e.g., voice, SMS, chat) to manage your workload efficiently.
      • Queue Assignments: Easily select and modify your queue and media assignments with a few clicks.

      3. Settings

      • Voice Call Handling: Configure voice settings for call handling.
      • CRM Settings: Manage how calls and interactions are logged in your CRM.
      • Security Settings: Update security preferences as needed.
      • Support Ticket Submission: Easily submit technical support tickets to the Contivio support team directly from the app.

      4. Home Button (Top Right)

      • Quickly return to the home screen by clicking the home button, which is anchored at the top right of the softphone.

      Home Screen Features:

      • Recent Interactions: Quickly view and search through your most recent customer interactions.
      • Contact Lists: Browse and search contact lists for easy access to customer information.
      • Shortcut to Keypad: Access the Dialpad to place calls quickly.
      • Internal Messaging: Send instant messages internally to other team members.
      • Communication History: Retrieve past communications tied to a specific customer or phone number.
      • Calendar: View and schedule activities directly from the calendar for the highlighted day.

      Media Channels (Top of the Softphone):

      • Call: Place voice calls using the traditional Dialpad.
      • SMS: Manage multiple SMS threads simultaneously to communicate with customers.
      • Live Chat: Chat with customers in real time via live chat.
      • Email & Fax: Send emails or faxes directly from the softphone interface.
      • Voicemail: Listen to personal or queue voicemail messages and manage voicemail settings.

      Inbound Media Notifications:

      • Media Notifications: When receiving any inbound media (calls, SMS, etc.), a notification screen will appear with details about the incoming communication.
      • Accept or Decline: You’ll have the option to accept or decline incoming calls and messages.