In order to easily and simply set up the work of the operator in Oki-Toki, we have prepared a step-by-step instruction.
The article refers to the Tool \” For Operators \”
Create an operator
3 steps to set up Oki Toki operator work:
1. Preparing Data
The first step to create an operator in a company is to collect data. To create a user you need:
- Operator name – It is advisable to indicate the real name, so it will be easier to find it in the reports;
- E-mail (e-mail) – it is required, because after creating a user, an email with a key to create a password will be sent to it.
2. User Creation
- Now go to the \” Users \” section, at the top center, click on the \”Add\”—\”Create\” button;
- Enter Name and E-mail
- In the \”Means of communication\” section, you can specify how the operator will receive and make calls:
- Operator’s place (OP) – way with our web solution (Recommended);
- Softphone (SIP&FMC) – a method for which the operator needs to create a separate connection in the SIP telephony section (Subsection IP Phones) and make settings in the softphone or IP phone of the operator. (this method does not work with dialer, and the distribution of calls between operators is inefficient);
- Operator’s work phone number (INT) – (using the user’s mobile phone number. Works as a call forward to the user’s phone);
- Operator’s personal phone number (EXT) – (using the user’s mobile phone number. works as a forwarding to the user’s phone).
- After selecting the means of communication, click the \”Save\” button, thereby an account will be created and an email will be sent to the mail with a link to create a password for the account.
- The remaining parameters can be left by default: they do not directly affect the user’s performance, but are more of an access to personalization and selection of the most appropriate communication server.
Appointment to the queue and dialer
In addition to the fact that the operator was brought into the system, he must be assigned to the queue – to receive incoming calls and make outgoing calls; to dialer – to receive PD calls. When assigning an operator to the queue or dialer, you must set a priority for him. Priorities are influenced by several factors.
Queued : If the operator is assigned with 0 priority, he will be able to make outgoing calls (manual) but he will not receive incoming calls. BX calls are distributed equally between operators with the same priority. An agent with a high priority will be loaded more than an agent with a low priority (this is useful during trainee training).
To auto-dial: If assigned with 0 priority, the operator will not receive calls (by auto-dial). Operators with the same precedence are loaded by the system in the same way. An operator with a priority higher than that of colleagues is loaded first and then by decreasing priority.
- You need to click settings;
- Select a queue or dialer;
- Select the desired item from the list;
- Set the desired priority.
Create a queue
The next step is to create a queue that will be the basis for our settings.
1. To do this, we need to go to the section \”Queues and calls\” – \”Queues\” and click \”Create\”;
2. Enter the name of the queue and select the script that will be used on it. Save your settings.
In large companies, operators are often divided into subgroups. For the convenience of filtering reports by subgroups, visual identification of an operator’s subgroup, as well as group management of users, Oki-Toki also provided this functionality.
Create a group
The groups themselves are created in the \”Users\” section, in the \”Groups\” subsection. Name the new group, choose a marker color, save.
Assigning a user to a group
- Go to user settings;
- Go to the \”Settings in the company\” tab;
- Select the previously created group and save the user settings.
Interaction with user groups
- Filtering in reports by user groups;
- Working with a group of users when adding them to dialer or a queue;
- Visual distinction of users in the operator’s place or in the list of users.
Within our interface, it is possible for the user to grant access rights to the interface. This can be done with roles. A ready-made role \”Operator\” has already been created for the operator.
Create a Role
- Go to roles and projects;
- Press \”Create\” and give it a name;
- After in the new role, you need to select access rights.
Operators in the general list will be different from those without roles.
Using roles and projects within the company, you can customize the display and access to each section depending on the user’s role in the company. Roles will help restrict access to the desired section, and projects will be divided by different divisions of your company. You can read more about projects here .