Foncentrix PRO: Agent Guide

Foncentrix PRO is a webphone that has the particularity of working through a web portal, without downloading additional applications or programs. From here you can make and receive calls, as well as manage your SMS, WhatsApp messages, Instagram's DMs, and much more according to the plan you have with us.

To start as an agent in Foncentrix PRO, the first thing you must do is go to the link provided by the LinkedIP Support Team and enter with the credentials provided (in case you have forgotten your access credentials, contact with us). 

Once inside, you will be able to see an interface like this: 

Next, we'll show you some of the most important points that we can find within this platform:

STATUS

In the upper left part of the screen you will find the icon that will indicate the current status of your user. Remember that if your user doesn't present any anomaly, the status should always be shown as "ONLINE".

DIALPAD

The Dialpad is the first option in the menu bar that is on the left of your screen within Foncentrix PRO. By clicking on the icon, your screen will automatically display the numeric keypad that allow you to dial outgoing calls. However, remember that you can also click on the white bar that appears at the top of the screen and dial your numbers directly from your computer keyboard.

AUDIO CONFIGURATIONS 

As the name implies, in this section you can modify your audio presets. To access here you just have to click on the icon . 

SETTINGS

This is the third icon on the menu bar from the left of the screen (). Here you can change some settings of your user, such as Call Waiting, Auto Answer and Ringtone. We ask you to consult with our Support Team before making any changes in this section.

CHAT HISTORY

In this section you can view the history of conversations handled through the platform, the same for all messaging channels: WhatsApp, SMS, Instagram, internal conversations (between extensions), etc. This platform shows you the logos of each integration, in this way you will know which is the source of each interaction:

Here you can also search any conversation by phone number or organize it by contact, date, among others.

CHAT MONITOR

This is the last icon of the main sidebar (). Here you can view the interactions you are currently having, can be SMS interactions, WhatsApp messages, internal messages, etc.

Every time a new chat arrives, a pop-up like this will appear:

Which gives you a first look at the contact that is texting to you, as well as the channel from which they are doing it. You must accept this interaction. Likewise, within each chat you can perform the following actions:

• ADD DISPOSITIONS:

• ASSIGN TO AGENTS OR GROUPS:

• REASSIGN CONVERSATIONS:

• CLOSE INTERACTIONS:

CONTACTS 

You also have a section for the contacts you want to add to the platform. To add a new contact, you just have to click on the icon .