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(→‎Inbound Voice Interaction)
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=Inbound Voice Interaction=
 
=Inbound Voice Interaction=
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Call actions are standard controls for voice interactions. Workspace Web Edition enables you to perform the following call actions:
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The Voice Interaction Window enables you to start a voice interaction with an internal target. You can communicate with other agents or internal targets by using the Team Communicator toolbar in the Main View.
 
  
 
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Communicating with Another Agent=
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Call Actions=
 
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<h2>Communicating with Another Agent</h2>
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<h2>Call Actions</h2>
 
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The Voice Interaction View enables you to call another agent or internal target. Use the Team Communicator to find an internal target.
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* '''End Call''' — Select '''Hangup''' ([[File:GPlusHangup7.png]]) to end the call.
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* '''Hold Call''' — Select '''Hold''' ([[File:GPlusHold7.png]]) to place the active call on hold. If a call is on hold, you cannot hear the contact and the contact cannot hear you.
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In the Internal Target [[TeamCommunicator#t-3|Action]] menu, select '''Call &lt;target name&gt;'''. If the internal target accepts your invitation, the status in the Voice Interaction View changes to '''Connected'''. You can now talk to the internal target.
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* '''Retrieve Call''' — Select '''Retrieve Call''' ([[File:GPlusRetrieve7.png]]) to reconnect to a call that is on hold. You will be able to hear the contact, and the contact will be able to hear you.
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* '''Instant Call Transfer''' — Select '''Instant Call Transfer''' ([[File:GPlusInstantTransfer7.png]]) to redirect the current voice interaction to a contact or internal target that you select by using the [[GPATeamCommunicator|Team Communicator]].
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You have access to the same controls and functionality when you are talking to an internal target as when you are talking to a contact. You can do the following:
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* '''Instant Call Conference''' — Select '''Instant Conference''' ([[File:GPlusInstantConference7.png]]) to start a voice conference instantly with the current voice interaction and a contact or internal target that you select by using the [[GPATeamCommunicator|Team Communicator]].
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* '''Start Voice Consultation (Transfer/Conference)''' — Select '''Consult''' ([[File:GPlusConsult7.png]]) to intiate a voice interaction to talk to the transfer or consultation target prior to [[GPAVoiceConsult#t-1|transferring]] or [[GPAVoiceConsult#t-2|conferencing]] the call to the internal target or another contact.
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* '''Send DTMF''' — You can attach numerical data to a call by entering dual-tone multi-frequency (DTMF) digits into the call case history. Select the keypad button ([[File:GPlusKeypad7.png]]) to open the DTMF keypad, then type numbers into the number field or click the keypad numbers to enter numbers.
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* '''Mark Done''' — You might have to mark the interaction as Done ([[File:GPlusMarkDone7.png]]) before you can close the interaction view.
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*:Your environment might be configured to automatically change your [[GPAStatus|status]] from '''After Call Work''' to '''Ready''', '''Not Ready''', or some other value, when you click '''Mark Done''', or you might have to manually set your status to '''Ready''', or some other value, after you complete your after call work<br /><br />
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*:Your account might be set up to allow you a certain amount of time after each call to perform After Call Work (ACW). If so, your [[GPAStatus|status]] for the voice channel will be '''After call work''' until the time interval has passed, then it might change to '''Ready''' or '''Not Ready''', depending on how your account is set up.<br /><br />
  
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* Check the call status.
 
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* Perform call actions, such as ending the call, putting the call on hold, sending DTMF, or transferring/conferencing the call. Refer to [[CallActions|Voice Interactions]] for a list of additional actions and limitations.
 
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Communicating with Another Agent While Handling an Active Interaction=
 
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<h2>Communicating with Another Agent While Handling an Active Interaction</h2>
 
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Workspace Web Edition enables you to handle more than one voice interaction simultaneously. For example, you can put an active call on hold and launch a new voice interaction. This is done, typically, to consult with another agent or internal target to whom you do not intend to transfer or conference the active call.
 
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If you start a new voice interaction, the original active call is put on hold, and you are connected to the internal target. To resume the original call, select the '''Resume Call''' button on the original voice interaction window.
 
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While the original call is on hold, you can connect to the internal-target call. The standard call actions are available.
 
 
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Latest revision as of 15:48, July 17, 2020

Inbound Voice Interaction

Call actions are standard controls for voice interactions. Workspace Web Edition enables you to perform the following call actions:

Call Actions

  • End Call — Select Hangup (GPlusHangup7.png) to end the call.
  • Hold Call — Select Hold (GPlusHold7.png) to place the active call on hold. If a call is on hold, you cannot hear the contact and the contact cannot hear you.
  • Retrieve Call — Select Retrieve Call (GPlusRetrieve7.png) to reconnect to a call that is on hold. You will be able to hear the contact, and the contact will be able to hear you.
  • Instant Call Transfer — Select Instant Call Transfer (GPlusInstantTransfer7.png) to redirect the current voice interaction to a contact or internal target that you select by using the Team Communicator.
  • Instant Call Conference — Select Instant Conference (GPlusInstantConference7.png) to start a voice conference instantly with the current voice interaction and a contact or internal target that you select by using the Team Communicator.
  • Start Voice Consultation (Transfer/Conference) — Select Consult (GPlusConsult7.png) to intiate a voice interaction to talk to the transfer or consultation target prior to transferring or conferencing the call to the internal target or another contact.
  • Send DTMF — You can attach numerical data to a call by entering dual-tone multi-frequency (DTMF) digits into the call case history. Select the keypad button (GPlusKeypad7.png) to open the DTMF keypad, then type numbers into the number field or click the keypad numbers to enter numbers.
  • Mark Done — You might have to mark the interaction as Done (GPlusMarkDone7.png) before you can close the interaction view.
    Your environment might be configured to automatically change your status from After Call Work to Ready, Not Ready, or some other value, when you click Mark Done, or you might have to manually set your status to Ready, or some other value, after you complete your after call work

    Your account might be set up to allow you a certain amount of time after each call to perform After Call Work (ACW). If so, your status for the voice channel will be After call work until the time interval has passed, then it might change to Ready or Not Ready, depending on how your account is set up.




This page was last edited on July 17, 2020, at 15:48.
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