Handling Calls

Connect to the Dialer

Before you make and receive voice calls, you need to connect to the dialer. When you log in to the Agent the Status controller will show the connection modes available. Select the appropriate one and click Connect to continue.

Connect by Deskphone

To begin, click on Desk Phone and Connect. Then dial the given number and enter the agent number and passcode when prompted. Once complete, your desk phone will be connected and ready to make calls.

Connect by Agent on Demand

Agent on Demand allows you to log in from any external number or internal PBX. Once logged in, the system will call that phone when an inbound call is received or an outbound call is placed via the agent interface.

Make a Call 

An agent can make a manual call to contact a number or a queue from their Phone Book. Enter a number using the dialer on the phone, selecting a contact from the address book or choosing a queue.

Take a Call 

Incoming calls will be automatically answered if you are on Available status. If your status is on Idle, and all other available agents are busy, and if you have alerts switched on in the system, a notification will be displayed asking if you would like to accept or ignore the call.

Transfer a Call

Clicking the Transfer button on the Phone while on-call will enable agents to transfer the call to a third party, leaving the agent to disposition their part of the call.

Pause Call Recording 

Clicking the Transfer button on the Phone while on-call will enable agents to transfer the call to a third party, leaving the agent to disposition their part of the call.

Disposition

Call outcomes are required when a call is completed. Not only are they needed to complete the call, but they are vital to the reporting features of the system.

Change your Status

Agent status can be selected from the available list of options. Status must be changed in order to receive calls, make calls, or even to notify time away from desk. Click the Status controller to display the different statuses that are available to chose from, these will be set by your administrator.

Next Steps

Additional privileges let you manage agents, queues, and generate reports

Additional privileges let you manage agents, queues, and generate reports