NOTE: WebEx is only available for full time staff and faculty. Students and contract workers are not able to use WebEx.
WebEx Teams Getting Started – PC and Mac
• If you are a call center agent working remotely, sign into Purdue VPN. Instructions are provided in the link below. If you are not a call center agent or working on campus, VPN is not required. https://www.itap.purdue.edu/newsroom/200318_usewebvpn2.html.
• Make sure WebEx Teams is installed on your computer and that you have a headset. CSDS machines currently do not have it available in SCCM, so you will need to download it the same as a personal machine. Personally owned machines can download the software in https://www.webex.com/downloads.html/.
• WebEx Teams (and Finesse if you are a call center agent) MUST be running on the local computer you are using. NOT your remote computer in the office.
• Launch WebEx and sign in with your alias-based email address
• You must use your BoilerKey credentials to sign-in.
• After logging in first time on the campus network or over VPN, WebEx will default to controlling your desk phone. You must manually change it to soft phone mode. Enter softphone mode by clicking the phone icon and then the drop down arrow as shown in the screenshot and choosing Use My Computer as the device for calls.
• If you have more than one line assigned, you should see your personal office number as well any others added to your account in the line selection box. Whichever line is selected in this box is the line WebEx will use for an outgoing call. If you are a call center agent, you should select your call center line if returning a call to a customer. All lines configured will ring in if called. They do not need to be selected first.
Verify your headset is configured in WebEx by clicking on your initials in the upper left, choosing settings, then choosing the audio tab. You should select your headset in the speaker and microphone box.
NOTE: To avoid video calls opening automatically, click on Calling in the Settings section and then uncheck the Answer calls with my video on box.
• After verifying your headset, please make a call from WebEx to cell phone or from your cell phone to your WebEx client to test your headset and audio. To place a call from WebEx, enter the number in the search bar exactly as you would dial from a campus phone and click the phone icon to dial.
o 5-digit campus number
o 7+(7digit local number)
o 7+1+(10-digit long distance number)
1.To Call another support team while on a call you will click on the three dots and then Conference.
**Clicking the Transfer button will directly send them to the other line without being warm transferred**
2. Next you will dial in the support team you need to contact.
3.Now you will see a new call window open up with the support team. Click on Merge Calls to join the call.
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Once you have identified that the caller you are on the phone with must be put in contact with a different team for assistance on their issue via a call transfer, prepare your ticket for the call for hand-off.
NOTE: ALL CALLS require a ticket to be made, or an update to an existing ticket.
- For a transfer to a Specialist on Point, or CSC Specialist:
You must provide either an existing ticket number that you’ve already updated with information from your call, or a new ticket created from this call.
In that ticket, Username, computer name, callback number, and a Customer Note saying that you are escalating the ticket should already be included. - For a transfer to an AgIT Analyst (ext 61001):
You must provide either an existing ticket number that you’ve already updated with information from your call, or a new ticket created from this call.
In that ticket, Username, computer name, callback number, and a Customer Note saying that you are escalating the ticket should already be included. - For a transfer to OUTSIDE of ITaP or AgIT:
Create your ticket for the call using the “Call Transfer” template in footprints.
Update the username field if possible.
Add the department you are transferring to into the title, ex. “Call Transfer – Registrar”
Resolve the ticket once the Warm transfer has been completed.
Once your ticket is ready to proceed, let the caller know they are going to be placed on hold while you call over to the other team to transfer them.
Follow the below steps to call out to the other team, merge the calls, hand-off the call, and leave the call.
- Call out to the other team to whom you intend to transfer the call,
In the 'call window,' click on the button with 3 dots, and select 'Conference'
NOTE: Using another button will result in either a dropped call, or an improperly transferred call. - Dial the call recipient number you're trying to contact,
- Once you reach someone on the other team,
While talking with the person you are escalating the call to, you will need to provide them with the ticket number & a quick/concise, summary of what the problem is AND what steps you have already taken to resolve the issue.
NOTE: This information MUST also be in the ticket, the goal here is to get them up to speed on the issue as quickly and efficiently as possible. - If the call recipient is a CSC Spec or AgIT Analyst, you should add them as an assignee on the ticket and ensure the ticket’s status is set to “Assigned”
NOTE: If the ticket already has another individual assigned to it, ask the call recipient if they would like that assignee to be removed. - After you are done relaying your call & ticket summary to the call recipient, and they have confirmed that they are ready to receive the call, let them know you are bringing the caller on the line with you.
- Navigate to the call screen shown to the right, click the button with the three dots, and select merge to merge the two calls together.
- Once you press the merge button, there will be a brief pause, a tone, then about 2 seconds of ‘dead-air’
NOTE: ANYTHING said during the ‘dead-air’ time will not be heard by anyone on the line, so you will need to pause a moment before speaking. - At that point, YOU as the originator of the transfer will need to make an introduction to actually ‘hand-off’ the call, otherwise you’re just dropping the other two people into the call without any segway. This is what’s referred to as a ‘luke-warm transfer’ and it is very jarring and disruptive for the other people on the call. The goal here is to make a seamless transition from you to the call recipient. Example of a hand-off introduction:
“Hello, I have *insert call recipient name* on the line to help resolve the issue you’re experiencing.” - Mute yourself on the call. Once you’ve confirmed that both people are able to hear each other and able to proceed, press “End Call” and/or hang up.
Troubleshooting Services:
You may not see phone and voicemail services connecting on the first sign in after install as configuration has been downloaded that may not immediately take effect. Service status can be verified in the help menu under Health Checker. If this occurs, click on your initials, sign out, then sign in a second time.
Finesse Tips (Call Center Agent):
Be sure that Device for Calls is set to “Use my computer”. If Jabber is not registered in softphone mode, Finesse sign in will always fail.
Once you have all of this set up and properly running, launch WebEx on your local workstation, and log in as you normally would.
Order of log in:
o Log in to your computer
o Log in to webvpn2.purdue.edu via Cisco AnyConnect VPN client (if working remote)
o Log into WebEx. Place in softphone mode.
o Log into Finesse using your normal agent log in.