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(→‎Inbound Voice Interaction)
(→‎Inbound Voice Interaction)
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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.
 
* '''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.
 
* '''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.
 
* '''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 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 [[GPATeamCommunicator|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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* '''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 [[GPATeamCommunicator|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 (Transfer/Conference)''' — Initiate 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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<!--* '''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]].-->
 
 
* '''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.
 
* '''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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[[Image:IW_SIP_Volume_Properties_Control_Mute_Mike.gif|frame|center|Microphone mute control]]
 
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-->
 
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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.-->
 
 
* '''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.
 
* '''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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*:Your environment might be configured to automatically change your [[Status|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 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 [[Status|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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*: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 />
 
*:Your account might also be set up to enable you to extend your after call work time indefinitely. This is useful if you have a call that requires more than the usual amount of after call work. If your account is set up to extend after call work, a notice with a radio button is displayed above the Interaction Bar. Click the "indefinitely" button to extend your after call work time until you set your status to another state, such as '''Ready'''.
 
*:Your account might also be set up to enable you to extend your after call work time indefinitely. This is useful if you have a call that requires more than the usual amount of after call work. If your account is set up to extend after call work, a notice with a radio button is displayed above the Interaction Bar. Click the "indefinitely" button to extend your after call work time until you set your status to another state, such as '''Ready'''.
 
[[Image:WWE_Extend_ACW_Indefinitely.png|thumb|center|Extend your After Call Work Indefinitely]]
 
[[Image:WWE_Extend_ACW_Indefinitely.png|thumb|center|Extend your After Call Work Indefinitely]]

Revision as of 15:51, March 11, 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.
    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.

    Your account might also be set up to enable you to extend your after call work time indefinitely. This is useful if you have a call that requires more than the usual amount of after call work. If your account is set up to extend after call work, a notice with a radio button is displayed above the Interaction Bar. Click the "indefinitely" button to extend your after call work time until you set your status to another state, such as Ready.
Extend your After Call Work Indefinitely

Manually select caller your Caller Identification

WWE CallerID 852.jpg

When making an outbound call, a "Please select your Caller Identification" popup box might 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.

Your system might be set up to enable you to hide the caller ID when you make an outbound voice call. If so, the Anonymous ID is included in the Caller Identification drop-down menu. Ask your supervisor about when to use this feature.




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