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(→‎Inbound Voice Interaction)
(→‎Inbound Voice Interaction)
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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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Call actions are standard controls for voice interactions. Workspace Web Edition enables you to perform the following call actions:
  
 
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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 '''End Call''' ([[Image:IW_End_Call_Button_850.png|link=]]) to disconnect the call.
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* '''Hold Call''' — Select '''Hold''' ([[Image:IW_Hold_Call_Button_850.png|link=]]) 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''' ([[Image:IW_Retrieve_Call_Button_850.png|link=]]) 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''' ([[Image:IW_Instant_Voice_Transfer_Icon_850.png|link=]]) to redirect the current voice interaction to a contact or internal target that you select by using the [[TeamCommunicator|Team Communicator]].
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* '''Instant Call Conference''' — Select '''Instant Call Conference''' ([[Image:IW_Instant_Voice_Conference_Icon_850.png|link=]]) to start a voice conference instantly with the current voice interaction and a contact or internal target that you select by using the [[TeamCommunicator|Team Communicator]].
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* '''Start Voice Consultation (Transfer/Conference)''' — Initiate a voice interaction to talk to the transfer or consultation target prior to [[VoiceConsult#t-1|transferring]] or [[VoiceConsult#t-2|conferencing]] the call to the internal target or another contact.
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<!--* '''Start Voice Consultation (Conference)''' — Initiate a voice interaction to talk to the consultation target prior to [[VoiceConsult#t-2|conferencing the call]] to the internal target or another contact.-->
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<!--*'''Case Information''' — View and modify [[CaseData|Case Information]].-->
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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 ([[Image:IW_Open_DTMF_Keypad_Button_850.png|link=]]) to open the DTMF keypad, then type numbers into the number field or click the keypad numbers to enter numbers.
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<!--* '''Mute the Microphone''' — (For SIP-enabled agents) The party to whom you are connected cannot hear you when the microphone in your headset or on your workstation is muted. There are two ways to access the Mute the Microphone button. Either click '''Mute microphone''' ([[Image:IW_SIP_Mute_Microphone_Volume_Properties_Button.gif]]) on the Volume Properties control, or click to open the Volume Properties control menu, and then click '''Mute the microphone''' next to the Microphone Volume control. When your microphone is muted, a small red circle with a slash is displayed next to the microphone icon.
  
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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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[[Image:IW_SIP_Volume_Properties_Control_Mute_Mike.gif|frame|center|Microphone mute control]]
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* '''Call Recording''' — The Call Recording functionality (for VoIP/SIP enabled agents only) enables you to record the current voice interaction with a contact or an internal target. Workspace supports two different types of call recording: emergency recording and controlled call recording. Your system administrator configures the type of call recording that is supported in your environment.-->
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* '''Mark Done''' — You might have to mark the interaction as Done ([[File:IW_Mark_Done_Button_850.png]]) before you can close the interaction view.
  
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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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Caller ID=
 
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<h2>Communicating with Another Agent While Handling an Active Interaction</h2>
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<h2>Manually select caller your Caller Identification</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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When making an outbound call, a "Please select your Caller Identification" popup box may appear if this feature is enabled.
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When this popup appears while making an outbound call, select the appropriate caller identification from the predefined list to display to the person receiving the 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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The previous selection will be selected by default in the popup on your next call.
  
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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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Revision as of 16:58, February 4, 2015

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 End Call (IW End Call Button 850.png) to disconnect the call.
  • Hold Call — Select Hold (IW Hold Call Button 850.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 (IW Retrieve Call Button 850.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 (IW Instant Voice Transfer Icon 850.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 Call Conference (IW Instant Voice Conference Icon 850.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) — Initiate 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 (IW Open DTMF Keypad Button 850.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 (IW Mark Done Button 850.png) before you can close the interaction view.

Manually select caller your Caller Identification

WWE CallerID 852.jpg

When making an outbound call, a "Please select your Caller Identification" popup box may appear if this feature is enabled.

When this popup appears while making an outbound call, select the appropriate caller identification from the predefined list to display to the person receiving the call.

The previous selection will be selected by default in the popup on your next call.




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