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When an incoming call is presented the agent workspace will display the following:
Click the green tick to accept the incoming call.
After the incoming call is accepted by the agent, the agent workspace will display the following:
Transfer To Agent
Select this option if you wish to transfer the call to another agent.
Once selected this will open the directory. Click on the agent you wish to transfer the call to, this will then transfer the call to the selected agent.
Transfer To A Queue
Select this option if you wish to transfer the call to another queue. Once selected this will open the following window:
Select the queue you wish to transfer the call to using the drop-down menu, followed by selecting “Transfer”.
Put Call On Hold
Select this option if you wish to place the call on hold. Once selected the following will be displayed:
To resume the call, simply click on the “Resume Call” icon.
Select this option if you wish to transfer the call to an external number. Once selected this will open the dial-pad. Type in the external number followed by selecting the “Transfer” button to initiate the transfer
Mute icon toggles the ability for the agent to be heard whilst in a voice call, the following icon displays status of mute functionality.
When mute icon is displayed as grey agent does not have microphone muted and caller and agent will be able to hear each other.
When mute icon is highlighted orange, agent has muted their microphone and caller will not be able to hear agent.
Select this option if you wish to terminate the current call.
After Call Work
After an agent has completed a call, they will enter into the After Call Work state.
Whilst in the After Call Work state, the agent can complete Wrap up Code & Interaction History.
You will be able to see the time the call commenced, the duration of the call and the number that was called in.
Create a callback Agent task
Click on Create a callback button whilst in the After Contact work state
Fill in callback details, assign to an agent or queue and schedule date & time for the callback to occur.
To make an outbound call, open the directory and navigate to the dial-pad.
Type in the number you wish to call followed by pressing the phone icon to initiate the call.
Once connected with the outbound number, the agent workspace will have the following display: