How To: Configure a Phone Call Meeting
How to configure a scheduled phone call meetings.
In Cubu, you can select how to conduct your session with the customer: a face-to-face meeting, a phone call, or a video call.
Phone meetings usually work as follows:
A customer books a phone meeting using an online portal.
An agent calls the customer at the designated time.
In this scenario, the customer does not check in using a Kiosk - an automatic check-in is required in order to move the appointment into the agent's inbox just before the appointment time.
The agent needs to click on Next in the Agent Console as he normally would, and when s/he sees the case's channel is "Phone", s/he knows s/he needs to make a phone call.
To set up a phone meeting, follow the steps below:
You can only create phone meetings when the case communication channel is ‘Phone call’. The service type’s ‘Channel’ property controls the case channel. To define the service channel, from the Services tool, select your organization, and on the Service Categories page, select the service category for which you want to set a phone meeting.
In the Service Type tab of the service category's page, select the relevant service type and set your communication channel to Phone Call. Now, the cases associated with this service type will be conducted via phone.
Create a service with the Service Category defined above.
On the service's Settings tab, check the Assign cases to the calendar's user box.
For the meeting to appear in the Agent Console, it has to be checked in. An Automation will handle this:
Create a new automation for the inbox.
Set the trigger to "Clock".
Add condition: "Channel Is Phone call"
Add condition: "In time window before appointment" and set the time window to 10 minutes.
Add action: "Appointment check in"
Your automation should look similar to this:
It is advisable to create an automation that will send an SMS to the customer upon check-in so they can prepare for the phone call.
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