Twilio Flex
Twilio Flex is a cloud-based telephony platform integrated within the En3 system to support the management of inbound and outbound customer calls. It provides agents with a centralized interface to efficiently handle call interactions, including answering, initiating, and monitoring calls as part of daily operations.
The browser window is divided into two primary components:
- En3 Twilio Flex Telephony: The call handling interface used to manage live call interactions
- En3 System Interface: The En3 platform, where users access and manage Medical Information workflows EN3 System Interface.
EN3 Twilio Flex Telephony consists of the following components:
Key Interface Components
- Agent Status: Displays the agent’s current availability status along with the duration for which the status has been active, helping teams effectively manage workload and responsiveness
- Call Monitoring Form: Located on the left-hand side, this form allows users to receive, monitor, and manage calls in real time
- Call Widget: Provides access to the outbound calling panel, enabling users to initiate calls directly from the interface
Agent Status
To update your availability, click the Agent Status button and select your preferred status from the available options.
This allows you to accurately reflect your availability and ensures calls are routed appropriately.
Agent Status provides the following selections:
- Offline – The agent is not logged in and cannot receive calls.
- Available – The agent is ready to receive and handle calls.
- Unavailable – The agent is logged in but temporarily unable to take calls.
- Break – The agent is on a break and will not receive calls.
Call Monitoring Form
When a call is incoming, it is displayed in the call monitoring form, where the user can choose the next action:
- Incoming Call – Displays information about the incoming call, such as phone number and queue.
- Answer – Pick up the call.
- Decline – Reject the call.
Once a call is connected, more detailed features are enabled for the user:
Call Tab
In the Call tab, the user can access the following actions:
- On Hold – Puts the call on hold.
- Microphone – Mute or unmute your microphone.
- Forward – Redirect the call to another user.
- Keypad – Open the keypad to enter numbers (e.g., for IVR).
- Hang Up – Ends the call.
Info Tab
The Info tab provides additional details about the current call (Detailed Call Information), including:
- Task Context – Information about the task associated with the call in Twilio.
- Customer Context – Details about the customer, including contact information.
When a call is finished, the user can preview tasks in the task list and mark them as complete by clicking the “Complete” button.
Call Widget
To open the Call Widget Panel, click the “Call Widget” button:
Call Widget Panel consists of the following elements:
- Country Code: Select the country code for the phone number you are calling.
- Free Text Typing Field: Enter the phone number to be dialed.
- Dial Panel: Provides a numeric keypad for manual dialing.
- Caller ID: Displays or allows to select the number that will appear as the caller ID.
- Assign A Queue: Select a queue to categorize and track outgoing calls for proper routing and reporting.
- Initiate Call Button: Starts the outbound call to the entered number.