Fenero Contact Center Agent was designed to be a very easy-to-use application for handling customer interactions. It allows agents to log in to handle calls or emails, view detailed contact information, places calls on hold or perform transfers and conferences, and disposition each interaction for tracking and reporting purposes.
Campaigns and queues can be configured to launch Web-based CRM applications or other Web-accessible tools once a call arrives to the agent’s desktop, supplying the applications with any contact information available in Fenero Contact Center. They can also alert agents via message whispers or screen pops to help identify the source of the interaction.
Finally, Fenero Contact Center provides representatives with the tools needed to respond to emails, perform scheduled callbacks, manual outbound calls, contact look up and interact with IVRs without leaving their browser
To access the Fenero Agent login page, please navigate to https://cloud.fenero.com. On the main page select login as an Agent.
As indicated in the first field ("User Id"), enter the User Id supplied by your administrator to log in. In the next field, enter your password, which will appear hidden in the field. Following your password, enter the extension where the system can reach you to route calls. This can be an external number (such as a cell or home phone) or a Station Extension supplied by your administrator. Please note that before logging in, you must have already configured your SIP Phone and have verified that it is currently running (see Setup your SIP phone for handling calls).
If your User Id and Password have been entered correctly, the drop-down list will pre-populate with all the campaigns you have been given access to by your administrator. Your screen should look similar to the one below after you've supplied the correct information. Once you've entered all of the required information, select the campaign you would like to log into and click login to enter Fenero Agent.
After clicking login, Fenero Agent will call you at the extension you have specified (if you receive an error stating that the extension supplied doesn't exist, please see Creating and managing stations or contact your administrator). Fenero Agent must maintain an open connection to your extension at all times. This ensures that it can route calls to you the moment a call arrives.
Answer the call from Fenero Agent to your extension and keep this line open for the duration of your login session. Once you have logged out, Fenero Agent will disconnect the connection to your station automatically.