Primas CX User Guide
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Close the agent

Change the agent state to AUX WORK.

Place inbound calls to make queue busy

  1. Open Chrome, go to the demo page at this link https://primas.cx/omnicx/demo.html
  2. Click on Contact Us > Web Call
  3. A dialer dialog appears, click on the Call button to make a phone call, press 1 to go to the Billing queue.

Tip

If the agent phone rings, don't answer the phone call, the call will go back to the queue after 6 rings and the agent state will be changed to AuxWork

  • Open another web browser, repeat the steps above to make another call.

Tip

Can use other softphones to make the phone calls.



Offer FreedomQ

  1. When the queue threshold is over 1 minute, make a phone call to 714.274.7421 using your phone, the system will offer FreedomQ
  1. When you hear FreedomQ prompt, follow the prompts to accept FQ.
  2. In the Web Application, navigate to Dashboard > FreedomQ Dashboard to watch the callback token.

Auto callback

  1. Change agent state to Auto-In, the first call in the queue will be delivered to the agent.
  2. Answer the first phone call and hang up, the second call will be delivered to the agent.
  3. The system will auto callback the callback token because it is its turn.

Missed call

  1. If the system callback the phone number, don't answer the phone call.
  2. The system will record the call result as a "missed call" and will try to re-attempt.

Voluntary callback

  1. From the phone that registered the FreedomQ callback, make a phone call to number 714.274.7421, the system will recognize the missed call and transfer the call to a priority queue.


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