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 () to disconnect the call.
• Hold Call — Select Hold () 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 () 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 () 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 () 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 () 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 () before you can close the interaction view.

Manually select caller your Caller Identification

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.