Agent's Guide - 1.0
- Daniel Wester (Unlicensed)
- Smita Nair
- Betsy Walker
Configuring a Queue
A service desk administrator may choose to configure one or more Jira service desk queues so that a new "Phone Queue" custom field is shown. This field will allow agents to answer a call from the phone queue, join a call that is already in progress with another agent, or call back a customer.
To add the Phone Queue field, do the following:
- On the Queues page of Jira service desk, click Edit Queue.
- In the Columns section, click More and add the new Phone Queue custom field to the list of columns shown.
On This Page
Handling a call from the Queue
The Queue lists one row for each pending issue. Once the Phone Number field has been added, the agent will see 4 possible options for each issue.
| Phone Queue | Description |
|---|---|
| Call Customer | If a customer has defined a call back phone number and there currently is not a call in progress with the customer, this allows the agent to call the customer back. |
| Join Call | If a call is currently in progress with the customer and another agent, this allows another agent to join the call. |
| Answer Call | Is the customer is currently in the phone queue (i.e. they just called in and reported an issue and are waiting for the next available agent), this allows an agent to answer the call. |
| <None> | The Phone Queue field will be empty is the customer has not specified a phone number in their user profile and there is no call in progress. |
Handling a call from the Jira Issue
In addition to the Jira service desk queue, the Phone Queue information is available on the Jira Issue.
Once a caller has provided their voice responses to text fields, the transcription of those fields will take a few minutes. While that is happening, the agent will see "Transcription is in progress" messages for each field awaiting transcription and can listed directly to the attached audio recording(s). If the caller has been placed into the phone queue, the agent can answer the call by clicking Answer call as shown below.
Once the transcription has finished, the text field values will be updated. If the customer is no longer in the phone queue and has provided a callback number, the agent can click Call customer now to call the customer.
After answering, joining or initiating a call, the agent will see a popup that allows them to disconnect, mute their microphone, and review recent issues opened by the caller.
Using the Call Log
The new Call Log screen shows the calls made to the current service desk project in the last 30 days. It includes calls that successfully resulted in a Jira issue being created, as well as calls that failed to to convert to a Jira Issue (perhaps due to the use of unsupported custom fields).
The Call Log screen shows:
| Field | Description |
|---|---|
| Time | Indicates when the call was received |
| Called | Indicates the CallCenter phone number to which the call was placed |
| From | Indicates the phone number from which the caller placed the call |
| Who | Indicates the caller's full name, as found in their user profile |
| Issue | The Summary of the Jira issue created. This will show "Transcription is in progress" until the transcription has been completed. You can click the Issue value to view the Jira issue. |
| Message | This shows the text of an error that was encountered while the system tried to create the Jira issue |
| Parameters | The field values which the caller supplied |
| Status | The status of the call. This will show a check mark if the issue was able to be created. |
Troubleshooting
If any agents encounter any difficulty in participating in calls via their web browser, then please have them try the following troubleshooting steps.
Verify they are using a browser that supports WebRTC for for Twilio Client SDK version 1.3.
- Go to https://networktest.twilio.com/ and:
- Click the Twilio Client button and then click Run next to Test Call to confirm the browser settings are appropriate.
- Click the Network button and then click Run next to TURN UDP Connectivity to verify the browser can access Twilio's servers via UDP.
- Click the Network button and then click Run next to TURN TCP Connectivity to verify the browser can access Twilio's servers via TCP.
- Go to https://www.twilio.com/help/faq/twilio-client/how-do-i-troubleshoot-common-problems-with-twilio-client and review the troubleshooting steps that are detailed there.
If none of the above resolve the difficulty, please open a "feature request" ticket on our support site.