WikiSysop: Text replacement - "\|Platform=([^\|])GenesysEngage-onpremises([\|])" to "|Platform=$1GenesysEngage-cloud$2"

2020-07-25T02:34:18Z

Text replacement - "\|Platform=([^\|]*)GenesysEngage-onpremises([\|]*)" to "|Platform=$1GenesysEngage-cloud$2"

WikiSysop: Text replacement - "\|Platforms?=([^\|])PureEngage([\|])" to "|Platform=$1GenesysEngage-onpremises$2"

2020-07-15T11:46:26Z

Text replacement - "\|Platforms?=([^\|]*)PureEngage([\|]*)" to "|Platform=$1GenesysEngage-onpremises$2"

Aiuliano: Published

2020-06-12T11:48:42Z

Published

New page

{{Article
|Standalone=No
|DisplayName=How to manage inbound calls
|TocName=Manage inbound calls
|Context=Here is everything you require to know to handle incoming interactions with the Gplus Adapter for ServiceNow.
|ComingSoon=No
|Platform=PureEngage
|Prereq=
|Section={{Section
|sectionHeading=Inbound calls from a known contact
|anchor=
|alignment=Vertical
|Media=
|image=
|structuredtext=After you log in and make yourself available, you can receive inbound calls from the queue. When the Gplus Adapter alerts you of an incoming call, you receive a toast with '''information about the call'''. This information can include:

*the customer telephone number
*the number the customer dialed
*the type of call
*any additional data to identify the customer of the call.

[[File:GASN 23 information about the call.png|frameless|900x900px]]

To answer the call, click Accept. When you accept a call from an already known customer, you receive a ServiceNow screen pop of the record that matches the contact information of the caller. If you want to learn further on screen pops, see {{Link-SomewhereInThisVersion|manual=Agent|topic=Supported_features}}.

[[File:GASN 24 record screen pop.png|frameless|900x900px]]

Below the call controls, the Adapter shows the '''Case Information section''', where you can examine information about the call. Your administrator determines the access and content of the Case Information section. You can also set the '''Dispositions''' of the call.

Click the '''phone icon''' at the bottom of the Adapter to discover more information about the call: the call type and direction, the state of the call (e.g. hold or release), and the telephone number.

[[File:GASN 25 click phone icon.png|frameless|900x900px]]

On top of that, an '''Activity History of type Call''' containing all information about the interaction is automatically created. The interaction remains active until you mark the call done. Remember you can't sign out if there are any active calls. To learn more about logging out, see {{Link-SomewhereInThisVersion|manual=Agent|topic=Gplus_Adapter_basics}}.
|structuredtextwide=
|FAQHeading=
|Status=No
}}{{Section
|sectionHeading=Inbound calls from an unknown contact
|anchor=
|alignment=Vertical
|Media=
|image=
|structuredtext=The procedure is almost similar to the previous case but with a few differences.

When the Gplus Adapter alerts you of an incoming call, you receive a toast with '''information about the interaction'''. This information is configured by your system administrator.

[[File:GASN 26 information about interaction.png|frameless|900x900px]]

After clicking '''Accept''', you receive a ServiceNow screen pop with an incoming Activity History of type Call. If you want to learn more on screen pops and Activity Histories, check {{Link-SomewhereInThisVersion|manual=Agent|topic=Supported_features}}.

The interaction remains active until you mark the call done. Remember you can't sign out if there are any active calls. To learn more about logging out, see {{Link-SomewhereInThisVersion|manual=Agent|topic=Gplus_Adapter_basics}}.

If you want to see how to handle outgoing interactions, proceed to {{Link-SomewhereInThisVersion|manual=Agent|topic=Make_outbound_calls}}.
|structuredtextwide=
|FAQHeading=
|Status=No
}}{{Section
|sectionHeading=Relevant links
|anchor=
|alignment=Vertical
|Media=
|image=
|structuredtext=*{{Link-SomewhereInThisVersion|manual=Agent|topic=Gplus_Adapter_basics}}
*{{Link-SomewhereInThisVersion|manual=Agent|topic=Make_outbound_calls}}
*{{Link-SomewhereInThisVersion|manual=Agent|topic=Supported_features}}
|structuredtextwide=
|FAQHeading=
|Status=No
}}
}}

@@ Line 5: / Line 5: @@
 |Context=Here is everything you require to know to handle incoming interactions with the Gplus Adapter for ServiceNow.
 |ComingSoon=No
-|Platform=GenesysEngage-onpremises
+|Platform=GenesysEngage-cloud
 |Prereq=
 |Section={{Section

GASN/Current/Agent/Manage inbound calls - Revision history

WikiSysop: Text replacement - "\|Platform=([^\|]*)GenesysEngage-onpremises([\|]*)" to "|Platform=$1GenesysEngage-cloud$2"

WikiSysop: Text replacement - "\|Platforms?=([^\|]*)PureEngage([\|]*)" to "|Platform=$1GenesysEngage-onpremises$2"

Aiuliano: Published

WikiSysop: Text replacement - "\|Platform=([^\|])GenesysEngage-onpremises([\|])" to "|Platform=$1GenesysEngage-cloud$2"

WikiSysop: Text replacement - "\|Platforms?=([^\|])PureEngage([\|])" to "|Platform=$1GenesysEngage-onpremises$2"