Call Center Operations

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Integrated call handling with Amazon Connect for juror assistance.

Accessing the Call Center

Option 1: Call Center Page

1. Click the Menu button
2. Select “Call Center”

Option 2: Call Center Drawer

1. Click the Phone icon in the top navigation
2. The call center drawer slides out from the right
3. Access quick call functions without leaving your current page

Agent Status

Control your availability to receive calls:

Status Options:

• Available: You can receive incoming calls (green dot)
• Offline: You cannot receive calls (gray dot)

Change Status:

1. Locate the status indicator at the top
2. Toggle between Available and Offline
3. Status updates immediately

When to Use:

• Set to Available when ready to take calls
• Set to Offline during breaks or when focused on other tasks

Incoming Calls

When a Call Arrives

1. Notification:
   • Phone icon badge shows incoming call count
   • Call center drawer auto-expands
   • Audible ring tone (if enabled)
   • Browser notification (if permissions granted)
2. Call Details Display:
   • Caller phone number
   • Caller information (if matched to a juror)
   • Wait time
3. Accept or Reject:
   • Accept: Click green “Accept” button
   • Reject: Click red “Reject” button

Active Call Panel

During a Call

Caller Information:

• Name (if identified)
• Phone Number
• Juror ID (if matched)
• Current state and court date

Call Controls

1. Mute/Unmute:
   • Mute your microphone
   • Click Unmute to resume
2. Hold:
   • Place caller on hold
   • Music plays for caller
   • Click Resume to continue
3. Transfer:
   • Click Transfer
   • Select destination (agent, department, or phone number)
   • Click Complete Transfer
4. End Call:
   • Click red “End Call” button
   • Call disconnects
   • Call summary appears

Call Timer:

• Displays elapsed call time
• Format: MM:SS (e.g., 03:45)

Juror Search

During a Call

1. Access Search:
   • Use search field in call center panel
   • Or use global search (Ctrl+K / Cmd+K)
2. Search Options:
   • Juror ID
   • Name
   • Email
   • Phone
3. Perform Search:
   • Type search term
   • Press Enter
   • Results appear below
4. Select Juror:
   • Click matching juror
   • Full details display
   • Linked to active call

Auto-Lookup:

• System automatically searches by caller phone number
• If match found, juror details display when you accept call

Viewing Juror Details During Call

Information Displayed:

• Personal details (name, email, phone, address)
• Service status (current state, court date, court room)
• Recent activity
• Flags and alerts
• Request history

Quick Actions:

• View Full Profile: Open juror detail page in new tab
• Approve Request: Directly approve pending request
• Deny Request: Deny pending request
• Add Note: Add note about the call

Making Outbound Calls

Steps

1. Find the Juror:
   • Search for juror
   • Or navigate to their detail page
2. Initiate Call:
   • Click “Call Juror” button
3. Call Connects:
   • System dials juror’s number
   • When juror answers, call is active
4. During Call:
   • Use same controls as inbound calls
   • Juror information is displayed
5. End Call:
   • Click “End Call”
   • Call summary saves automatically

Use Cases:

• Follow up on pending requests
• Remind jurors of upcoming court dates
• Clarify questionnaire responses
• Provide assistance with registration

Adding Call Notes

Steps

1. During or After Call:
   • Locate Notes section in call panel
2. Add Note:
   • Type your note
   • Include:
     • Reason for call
     • Issues discussed
     • Actions taken
     • Follow-up needed
3. Save Note:
   • Click “Save Note”
   • Note is timestamped with your name
   • Attached to juror’s record

Best Practices:

• Add notes for every call
• Be concise but thorough
• Document any commitments
• Note if follow-up is required

Call History

View Past Calls

1. Navigate to Call Center page
2. Click “Call History” tab
3. View list of all calls:
   • Date and time
   • Duration
   • Caller/Juror
   • Outcome
   • Your notes

Filter Call History:

• By date range
• By outcome (completed, missed)
• By juror

Troubleshooting

Call Center Not Connecting

Check Browser Permissions:

• Allow microphone access
• Reload the page

Test Microphone:

• Ensure microphone is working
• Check system sound settings

Check Internet Connection:

• Requires stable internet
• Minimum speed: 1 Mbps

Try Different Browser:

• Chrome recommended
• Ensure browser is up to date

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Related Topics:

• Individual Juror Management - Juror details
• Troubleshooting - Common issues

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