Nextiva Chrome Extension - Call Controls

Navigation Overview

The navigation bar for the Nextiva Chrome extension is located at the bottom of the extension screen. You will see the Phone and Contacts tab on the bottom.

Accpeting and Reviewing Workitems

	Details	Offer	Accepted
ACD Callback	Callback from a queue.  ACD callbacks are auto-accepted.   Once accepted, click the Call button to place a call to the requesting party, or click the Dispose Workitem button to disposition the callback.
Personal Callback	A callback request assigned directly to your agent.  Callbacks are auto-accepted.   Once accepted, click the Call button to place a call to the requesting party, or click the Dispose Workitem button to disposition the callback.
ACD Voicemail	Voicemail left in a queue.  ACD Voicemail is auto-accepted.   Once accepted, you can play the recording and use the slider to navigate to specific sections of the voice message. Click the Call button to call the number back, or click the Dispose Workitem button to disposition the workitem.

Calls

Changing a Campaign

To change the campaign:

1. Click the drop-down arrow above the search bar.
   
   
2. A new window will appear where you can select a different campaign.
   
   

Incoming Calls

Incoming calls appear as a banner along the top of the extension.  The green handset icon will answer the inbound call, while the red icon will reject the inbound call.

Active Calls

When on an active call, the call control bar appears at the top of the extension.  To place the call on hold, press the pause button.  To terminate the call, click the red phone button.

Calls on Hold

When a call is placed on hold, the call control bar updates to reflect the new status of the call.  Clicking the Resume button 

Legacy Call Control

To access the legacy call control options within the Extension, click on the green call banner.

From this view, you can manage the active audio settings, call recording, add calls, send the call to voicemail, add notes to saved contacts or transfer the call.

Audio Settings

To change the audio device used for the call, click the speaker icon in the upper right-hand corner of the extension.  In the menu that appears you can change the microphone and speaker used for this call.

Call Recording

To manage call recording, click the More button on the legacy call control screen.  Select Start Recording to start recording the call, and add a recording menu to the legacy call screen.

To stop recording, either click the stop button in the recording bar on the active call, or click the More menu and select Stop Recording.

Add a Call

To add another participant to the active call, click the More menu and select Add call.

Send to Voicemail

To send a call to voicemail, click the More menu and select Send to voicemail.

For NCC users only: 

When Send to Voicemail is selected, the work item is removed from the Chrome Extension. If no disposition is set in the Default Disposition on Voicemail field (found in the Voicemail tab of your NCC user), you need to manually disposition the work item.

Dispositioning a Voicemail

Transferring Calls

When you click the Transfer icon, a mini window pops up with two tabs: Active calls and Other transfer options.  Active calls show all calls that are currently active on the extension.

The other transfer options tab allows you to transfer the call to a queue or another Nextiva Chrome Extension user.

Click the dropdown arrow next to All to filter by users or queues. You can also type the name of the party you want to transfer to in the Search field.

When transferring to a queue, you can choose to Transfer to queue or Reserve an agent. If Transfer to queue is selected, the call will disappear from the user’s screen, blind transferred to the queue. Reserve an agent lets you talk to an agent from the selected queue before transferring, warm transferring the call.

Once you have your transfer type selected, you have to complete or cancel your transfer. If you selected Reserve and agentCanceling a transfer terminates the call. When the transfer is completed, the name of the queue will be visible during the call:

When transferring to a user, you can choose between a blind or a warm transfer. A blind transfer transfers the call directly. A warm transfer gives the option of keeping the customer on the line or putting the customer on hold, while talking to the selected contact before transferring. 

Once you have your transfer type selected, you have to complete or cancel your transfer. Canceling a transfer terminates the call.

Notes

Notes can be added for saved contacts from the platform you’re connected to the Extension from. When you call a contact, the Notes icon is visible in the call control options.

If talking to an unsaved contact, the Notes icon is disabled.

Clicking the Notes icon allows you to enter a note about the contact. Enter the note then click Save.

Click the pencil icon to edit the note. Click the red trash can icon to delete the note. 

NOTE: There can only be one note per contact. Notes are only visible on an active call, in the call details.

Additional Tab and Sections

The Contacts Tab

The contacts tab shows the contacts saved on your account.  The search bar at the top allows you to search for specific contacts.

The History Section

The history section shows all recent inbound and outbound calls. To access the History section, click the clock icon in the Chrome Extension.

NOTE: The clock icon is only available for NCC users.

The History section is visible:

The Settings Section

The settings section allows you to manage your user settings within the extension or sign out of the extension. To access the Settings section, click the profile icon in the Chrome Extension.

The Settings section is visible:

Selecting Status allows you to manage your status and enable or disable CX mode.

Selecting Audio settings lets you change your audio devices outside of an active call.

NOTE: You can't go from History to Settings or vice versa, you need to click the Phone icon and then click the clock or profile icon.