Calls

Agent Desktop provides you with controls and features that let you handle voice interactions with contacts or team members.

How do I handle an incoming call?

• Handle it myself
• Handle it myself with help
• Transfer it
  • Instantly
  • After a consultation
• End the call

Where can I get help to handle a call?

• Look for standard responses
• Search contact and interaction history
• Start a consultation
• Start a conference

What other actions can I take during a call?

• Send an email or make another call
• Update contact information
• Record the call
• Hold and resume
• Dial digits without using your phone. For instance, you can use this dialer when you are navigating a phone system.

What do I do at the end of a call?

• End call
• Take notes
• Select a disposition code if required
• Mark Done
• Change status as needed

What happens when I put someone on hold?

You can see how long you have placed a caller on hold, if enabled.

After you click Hold (), a timer and progress bar begin to count the seconds that the call is on hold.

The progress bar changes from green to yellow to red as time goes by. If the progress bar changes to red, the call has been on hold too long and you should click Resume () to update the contact and let them know that they are still on the call.

How do I use my web phone with Agent Desktop?

Some systems use a web-based phone to allow you to connect to calls. If your system uses a web-based phone, select Use browser communication when you log in.

Make sure your headset is plugged in and properly set up in the Sound control panel, and is the default playback and recording device. Ask your supervisor if you need help setting up your headset.

Each time that you log in to a web-based phone system, you might need to Allow the system to use your microphone.

Web-based phone calls are handled the same way as regular calls, except you have a few extra features you can use:

• will mute (or unmute) your microphone and speakers (headphones), without placing the call on hold.

• After you end a call, you can rate the quality of the call by selecting the stars below the call controls. Use one star for poor quality, or up to five stars for excellent quality.

How do I manually select a Caller Identification?

When you make a call, you might have to choose a Caller Identification to be displayed on the phone of the contact. This feature might also be enabled for calls that you are transferring or conferencing.

The person you call sees the Caller ID you select. The previous Caller ID that you selected is selected by default. To hide your identity, you can select Anonymous if available. Ask your supervisor about when to use this feature.

How do I record a call?

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. Agent Desktop 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.

If your account is set up for emergency recording, you can start and stop recording by using a single toggle button.

If your account is set up for controlled recording, you can start a recording, pause a recording, resume a recording, and end a recording.

In addition, you might also be configured for automatic or system-guided recording. If this is the case, you will receive a notification that recording is in progress.

Call recording enables you to perform the following functions:

• Record the call — Select Record the Call () to record a call.
• Stop recording the call — Select Stop Recording the Call () to stop recording a call that you are currently recording.
• Pause recording the call — Select Pause Recording the Call () to pause recording a call that you are currently recording.
• Resume recording the call — Select Resume Recording the Call () to stop recording a call that you are currently recording.

When you are recording a call, the call icon in the connected-parties area changes to red.

When you pause a call recording, the red call icon changes back to gray.

A Tooltip indicates both that the call is being recorded and the length of time of the recording.

A call-recording icon () is displayed in the title bar of the Main View when a call recording is active.

How do I forward my calls?

To forward calls to a different extension or phone number, on the selected media channel, in the Forward column, click No Active Forward and Forward.

This action opens the Forward dialog box. Enter the number to which you want to forward your calls and click Apply. Click Cancel to return to the My Channels tab without forwarding your calls.

If you have an Active Forward set and you want to disable it, on the voice channel, in the Forward column, select Forwarded to <number>, and select Cancel Forward to <number>.

In the Cancel Forward dialog box, select Yes to cancel the forward; this removes the active forward and changes the Forward status to No Active Forward. To keep the forward active, select No.

Important

When an Active Forward is set, no call is received by the application.