Manual Dialing (Phone Panel)
To make a manual call in the system, use the Dialing Panel (Phone Screen) located on the screen. By default, this panel is hidden on the screen. If desired, it can be made visible from the top right panel.
Steps to Make a Call:
Entering the Number:
You can enter the number using the keypad on the phone panel.
Alternatively, you can also enter the number by typing directly on your keyboard.
Starting the Call:
After entering the number, you can start the call by clicking the green call button at the bottom of the panel or by pressing the Enter key on your keyboard.
Queue and Line Selection:
Before making a call, make sure the correct queue and line are selected. Otherwise, the call may not be routed correctly or may be incorrect.
Note: The dialing panel may automatically be hidden on some screens. In this case, you can make the panel visible again from the icon located at the top right of the screen.
Using the Second Line
In the Voyce interface, agents are given the ability to make calls through two separate lines. One of these is called the "Main Line (1st Line)" and the other is the "Second Line." You can switch between lines using the numbers 1 and 2 located on the left side of the number entry panel.
What is the Second Line?
The Second Line is an additional call channel that allows an agent to communicate with more than one person at the same time. However, this channel has some limitations:
Receiving Calls: Calls never come through to the Second Line. It is only used for outbound calls.
Authorization Required: The Second Line feature is not available to all agents. Only those authorized by the system administrator can use this line.
Purpose: It is generally used for supportive outbound calls such as obtaining information or confirming a transaction.
Second Line Behavior
When the Second Line is active, no calls come through to the main line.
Calls made with the Second Line do not require a system result code. Therefore, these types of calls do not directly reflect in performance data.
While a Second Line call is ongoing, no new calls are routed to the agent.
Chrome Browser Permission Settings
For the Voyce application to function properly, certain basic permissions must be granted in your browser. These settings are usually requested during the first use but can be checked and adjusted later.
Required Permissions:
Microphone Permission
Microphone access must be allowed to receive and make calls.
Chrome automatically requests microphone permission on the first call. Select “Allow”.
Notification Permission
If you want to see call, task, or system notifications on your screen, it is recommended to allow notification permission.
You can receive notifications from the top right corner of your browser.
To Manually Check Permissions:
Click the lock (🔒) icon on the left side of the address bar in Chrome.
From the menu that opens:
Microphone: Make sure it is set to “Allow.”
Notifications: You can set it to “Allow” or “Ask.”
Pop-ups and redirects → “Allow”
If you made changes, refresh the page (F5) to activate the settings.
Note: If the microphone is not working, make sure microphone access is enabled in your computer's system settings.
Call Function Keys
During an active call, only the management keys specific to the call become active on the screen. These keys allow you to manage and direct the call during the conversation.
Functions of the Keys:
Mute: Mutes the agent. The customer cannot hear the agent, but the agent can still hear the customer.
Hold: Puts the call on hold. The customer hears hold music during this time, and the agent's voice is not heard.
Transfer: Can transfer to a directory, IVR, queue, agent, or variable IVR. When transferring to an agent, the recipient must be in "Available" status. For detailed instructions, see Call Transfer.
Conference: More than one person can be included in the call. The conference ends when the initiating agent ends the call.
Dialpad: Used for DTMF inputs.
End Call: Ends the call with the red button. Then the ACW process begins, and the result code screen opens.
Live Transcript: You can view the conversations during the call in real-time as text. This allows you to follow customer statements instantly and reduces the risk of missing conversation notes. To have this feature, you need to have Call Analysis.
Survey: If customer consent is obtained during the call, you can use the survey forwarding button via the dialpad. The system automatically directs the customer to the survey system when the call ends.
Call Transfer
The Voyce system supports the Blind Transfer feature, which allows for quick transfers in call centers. This feature enables the agent to transfer the customer directly to the other party without prior notification.
What is Blind Transfer?
Blind transfer is the process of transferring a call to another agent, queue, or external number without a prior consultation.
The agent transfers the call without informing the customer.
The call goes directly to the other party; if the other party accepts the call, communication begins.
If not accepted, the call returns to the original agent.
During this process, the customer does not listen to music; the call is directed to the other agent without being put on hold.
How Does the Transfer Process Work?
Initiating the Transfer: Click the “Transfer” button during the call.
Selecting the Target: Choose a directory, agent, or queue.
Pop-up for the Transferred Agent: The call appears on the target agent's screen.
Acceptance Status:
If accepted: The customer and the new agent start the conversation.
If rejected or unanswered: The call remains with the original agent.
Transferable Targets
Agent: Transfers can be made to other agents who are available.
Queue: The call can be directed to the queue of another department.
Directory (External Number): Transfers can be made to predefined and authorized external numbers.
IVR: You can find details of this transfer type in Transfer to Variable IVR (Information Gathering via Keypad).
Situations to Be Aware Of
If the other party does not accept the call, the call remains with the original agent and does not end.
A transferred call cannot be transferred again. The same call can only be transferred once.
The transfer process does not end the call. The customer remains on the line.
Direct transfers cannot be made to numbers outside the directory. The number must be defined and authorized.
Transfer to Variable IVR (Information Gathering via Keypad)
During a call, the customer may be asked to enter ID number, credit card information, or other data. For such processes, the customer is directed to the IVR (automated system menu). Initiating and monitoring this process is under the control of the agent (you).
When to Use It?
When system information needs to be obtained from the customer
For example: If the customer needs to enter information like ID number, credit card, or date of birth into the system without verbally sharing it with you
How to Do It?
Press the Transfer button during the call.
Select the “Variable IVR” option from the list that appears.
Choose the IVR scenario you want to direct from the created options.
The customer is directed to the IVR menu by the system.
The customer makes the necessary entries.
Once the process is complete, the call automatically returns to you.
What Happens on Your Screen During This?
Your screen status changes to “On Call” or a similar status.
You cannot receive new calls, but the system considers you active.
You remain on hold while the customer completes the process.
Can I See the Keypad Entries?
If you have the authorization, the entries made by the customer can be displayed on your screen via the eye icon on the phone panel:
For example: Card numbers like "**** **** **** 4321" are visible with masking.
If you have the authorization, you can see the details of what was entered.
If no information appears on your screen, your system administrator may have disabled your permission to view this information.
Things to Pay Attention To
Always inform the customer: “I will now direct you to our system, please enter the required information.”
The customer does not speak while completing the process. They are only interacting with the system at that time.
Once the customer completes the process, they are reconnected to you, and the conversation continues from where it left off.
Incoming and Auto-Dial Calls
Calls connected to the system — whether incoming calls or auto-dial — appear as a pop-up notification on your screen. To receive these calls, your status must be set to Available.
When a Call Comes In:
By clicking the green button to accept the call, the conversation begins, and the call flow continues to be managed by the system.
By clicking the red button to reject the call, the call returns to the queue and is directed to another available agent.
Note: If a call is directed to you and is not answered within a certain time, the system automatically changes your status to “Not Answering.” This may reflect in performance reports.
Result Code Screen (ACW – After Call Work)
After each call ends, the system automatically transitions you to the ACW (After Call Work) process. During this time, you are expected to make the necessary evaluations related to the call and report the results to the system.
The Result Code pop-up screen that appears at this stage allows you to indicate how the call concluded and enter relevant notes. This screen cannot be closed without entering a result code or before the ACW time is completed.
Screen Components and Functions:
Phone Number & Duration: The number called and the duration of the call are displayed at the top.
"Not the Person" Checkbox:
If the person you are speaking with is not the person you intended to call, you can check this box.
This information is used to verify customer data accuracy and guide future calls.
Result Code Selection:
The outcome of the call is selected from a list of predefined result codes in the system (e.g., Missed, Sale Made, Information Provided, etc.).
The meanings of the codes may vary according to your organization's rules.
If there is an action date specific to the result code, this information must be filled in.
Notes Section:
Additional information about the call, the content of the conversation, or the representative's observations can be written here.
The notes section is important for other representatives to access information about the customer later.
Change Status (Optional):
Instead of automatically returning to the pre-call status, you can select a different status here (e.g., Break, External Call, Follow-up, etc.) to switch to that status.
This option helps the representative manage their work schedule flexibly.
Save Button:
Once all information is completed, click the "Save" button to record the entries in the system.
Note: This screen is critical for both performance tracking and customer history traceability. The information you enter is used in quality assessments and process analyses.
Calling from the Directory
You can access the Directory panel by clicking the person icon located to the right of the number entry field.
The directory lists the names, emails, and phone numbers of individuals defined within the organization.
By clicking on a person listed in the directory, their number is automatically transferred to the call panel, and the call can be initiated.
Note: The records in the directory are defined by system administrators. If the person you want to call is not visible, you can inform your system administrator to request the addition of the record.
Chat Module (Internal Communication Panel)
The Chat tab, located at the top of the softphone interface right next to the Dialpad tab, is a feature used for internal communication. This module is activated for authorized representatives by the system administrator.
Function of the Chat Feature
Representatives can communicate directly through the system with other representatives, team leaders, or managers working on the same project.
The chat feature ensures instant coordination and minimizes the need for external communication.
One-on-one conversations can be initiated with different people based on topics, and past conversations can be viewed if needed.
Queue Module
The Queue tab, located at the top of the softphone interface, provides representatives with specific information for real-time monitoring of call center operations. Through this area, you can see both the overall workload and access detailed queue information.
Queue Indicator
The Queue (X) indicator at the top of the interface shows the number of calls waiting in the queue for the projects assigned to you in real-time.
This number is updated in real-time, allowing the representative to quickly check if they are ready to take calls.
Detailed Queue Panel
When you click on the queue tab, the panel that opens provides the following details about the queues defined in the system:
Queue List: The queues assigned to you are listed on the left. (e.g., Voyce Queue 1, Voyce Queue 3...)
Next to each queue, there is a counter showing how many calls are currently waiting and a fill bar.
When you click on the queue name, a detailed list of missed calls for that queue can be viewed. You can also click the "Show Called Back" button to see those who were missed but have been called back.
Performance Indicators:
At the bottom of the panel, some metrics related to call traffic are summarized:
Calls Waiting in Queue: The number of calls currently waiting
Average Queue Time: The average waiting time of calls in the queue
Average Abandon Time: The average time of calls that were dropped without being answered
Maximum Waiting Time: The time of the call that has been waiting the longest in the queue
Busiest Queue: The queue with the most calls at the moment (if active, it is displayed)