Serving Call Enquiries

Your website visitors and customers can call you using the CINNOX Widget's Tag Directory, Staff Directory, or click-to-action button. They can also reach you through the weblinks and QR codes you share or post in marketing campaigns and advertisements or by dialling toll-free or local virtual numbers.

You can answer and attend to these calls as enquiries on your CINNOX service. CINNOX lets you switch between calls and chat, depending on the support and response your business support operations need. You can also switch between rooms and reply to messages from your Space group chats.

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An open enquiry displays in the Enquiry Panel until a staff member has picked up the enquiry or reached the maximum waiting time.

The maximum waiting time is as follows:

• Broadcast Call Enquiry = 30 seconds
• Direct Call Enquiry = 90 seconds

Enquiries from the Website

The conversation between you and your website visitor begins when they click on the CINNOX Widget, select the call icon in the Tag or Staff Directory or click a click-to-action (CTA) button (1).

If you are a Staff member with ACTIVE availability status and assigned to a Destination that serves the Tag or Staff enquiries, the CINNOX Dashboard or App will alert you of the call. The call will also appear on your Open Enquiry panel (2).

Widget visitor opens a call enquiry.

To answer the enquiry, tap its icon in the Open Enquiry panel. This opens the call screen, where you can pick up and answer the call.

As soon as you answer the enquiry, CINNOX creates an enquiry room and connects your call.

Enquiries from Web links/QR Codes

The conversation between you and your visitor using a CINNOX weblink or QR code begins when they click on the web link or scan the QR Code, then tap the Chat or Call button on the web page that appears.

Web View - Direct Call

If you are a Staff member with ACTIVE availability status and assigned to a Destination that serves the Tag or Direct enquiries, the CINNOX Dashboard or App will alert you of the call. The call will also appear on your Open Enquiry panel.

To answer the enquiry, tap its icon in the Open Enquiry panel. This opens the call screen, where you can pick up and answer the call.

Visitor Web Link Open Enquiry

CINNOX will create an enquiry room and connect your call as soon as you answer the enquiry.

Enquiries from Virtual Numbers

The conversation between you and your visitor using your virtual (toll-free or local) number begins when they dial your number with their device.

Suppose you are a Staff member with ACTIVE availability status and assigned to a Destination serving virtual number enquiries. In that case, the CINNOX Dashboard or App will alert you of the call. The call will also appear on your Open Enquiry panel.

To answer the enquiry, tap its icon in the Open Enquiry panel. This opens the call screen, where you can pick up and answer the call.

Virtual Number Visitor Open Enquiry

As soon as you answer the enquiry, CINNOX creates an enquiry room and connects your call.

Virtual Number Visitor and Agent Call Conversation

For more information about toll-free and local virtual numbers, refer to the Managing Toll-Free and Local Numbers section of this Guide.

Enabled Channel Custom Info

Channel Custom Info allows you to add your channel details that your staff would see in the call screen and chat room whenever they are serving an enquiry. You can add descriptions and services, branding, subscription types, or other helpful information related to the channel.

The custom info is displayed on the staff side at the call screen's left window and in the chat room for the call enquiry.

Channel Custom Info

Staff (Agent) unavailability to pick up an enquiry

An agent would be unavailable to pick up incoming enquiries when:

• has not logged in to CINNOX platforms
• turns the available status from active to busy mode
• is handling a call enquiry

Enquiry type	The agent is handling a call enquiry for enquiry follow-up	The agent is handling a call enquiry	The agent is making an outbound call	The agent is handling a chat enquiry
Incoming call enquiry	Incoming call enquiry is blocked.	Incoming call enquiry is blocked.	Incoming call enquiry comes through.	No effect on the existing chat enquiry handled by the agent. This incoming call enquiry comes through as an open enquiry on the Enquiry Overview page.
Incoming chat enquiry	No effect on the existing call enquiry handled by the agent. This incoming chat enquiry comes through as an open enquiry on the Enquiry Overview page.	No effect on the existing call enquiry handled by the agent. This incoming chat enquiry comes through as an open enquiry on the Enquiry Overview page.	No effect on the existing outbound call made by the agent. This incoming chat enquiry comes through as an open enquiry on the Enquiry Overview page.	No effect on the existing chat enquiry handled by the agent. This incoming chat enquiry comes through as an open enquiry on the Enquiry Overview page.

• When an agent is unavailable for the abovementioned reasons, the unavailable agent will not be notified of the enquiry.

• When an agent of the same destination is available, the system will notify the agent to pick up an incoming enquiry.

• When all agents are unavailable:

  • The system will block the chat enquiry; if the voicemail is disabled, the system will block the call enquiry.

Staff Call Screen

The following buttons will appear on your call screen during a call:

• Mute (1) - mutes your microphone. When enabled, the other side will not be able to hear you, but you will still be able to listen to them
• Hold (2) - puts the visitor on hold.
• End Call (3) - ends the call.
• Speaker (4) - turns your phone's loudspeakers on.
• Transfer Call (5) - lets you (warm or blind) transfer the call.
• More (6) - opens the following additional options:
  • Video Call - switches the call into a video call. Note that this feature requires camera permission to work.
  • Record - starts call recording. Note that if call recording is automatically set, this button is enabled at the beginning of the call.
  • Add Participant - via dialling out a phone number or adding staff members.
  • Enable or Disable Call Noise Reduction
  • Keypad - lets you access your keypad.
• Chat (7) - opens your chat room window and minimises the call screen.

Staff Call Screen

You can switch the call to a video call. For more details, refer to the Video Call section of this Guide.

Call Log

Whenever you or anyone else makes or answers a call on CINNOX, it logs a call history into the room. This Call Log contains the following details:

Summary

• Title
• Date
• Sart of call time
• Total Duration

Detailed Information

• Caller
• Called Party
• Start Time
• Total Duration
• Status
• Bye Reason

View call log

To make a return a call:

Touch the call status in the chat room. Select Call Back, and the call screen will appear, indicating the call has started.

Calling back in the chatroom

For more details about Call Attributes and Call Metrics, refer to the Viewing the Call Report section of this Guide.

Other Features

You can enhance your conversations with your visitors by maximising the use of other CINNOX features:

• Transfer an enquiry to another Staff member or support staff via a Tag when necessary. Refer to the Transferring Enquiries section of this Guide for more details.