Handling Phone Calls
When you become available for work, you can start taking phone calls from customers. Depending on your company's routing, you will receive calls based on your skill set, workgroup, or other criteria.
In addition, the application searches for matching records for the phone call and displays the matching record. If no existing records—or multiple records—match the incoming phone call, the Call Detail window appears. For more information on this sequence, see About Call Center On Demand.
If you change your status to Unavailable, you can still be assigned emails. No other communications such as phone calls, voicemails can be assigned to you. You can make yourself unavailable while you do other work, such as completing or cleaning up existing messages.
To take a phone call
- When a new communication is assigned to you, answer the phone.
If you are configured for screen popup, the application displays the matching record, based the caller's phone number.
If you are not configured for screen popup, you must click the blinking Inbound Call alert in the Communication Toolbar.
When you accept the call, the call controls become active.
To hang up
- Hang up the receiver, or click Hangup in the Voice Controls section in the Action bar.
After the call ends, the Wrap Up form appears for you to track information about the call. Your Administrator may set a time-based wrap up, allowing you to complete work after the call. If the interaction is complete and you want to wrap up the call before the time limit expires, click the End Wrap Up button on the Communications Toolbar. For more information, see Wrapping Up Communication Activities.
To place a call on hold
To resume voice communication
To transfer a call
- In the Voice Controls section in the Action bar, click Transfer.
- In the drop-down window, select the option you want.
- In the Transfer window, do one of the following, according to your previous selection:
For this option
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Follow these steps
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Agent
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1. Select an agent.
TIP: To find the agent in the list, use the Search for an Agent field.
NOTE: A call transfer to an agent does not require that the agent be signed in to the application or be available for calls.
2. Click one of the buttons:
- Blind Transfer. Transfers the call to another agent, disconnecting you from the call.
- Announced Transfer. Transfers the call, allowing you to announce the call to the agent who answers. The customer does not hear the announcement.
- Conference. Transfers the call, keeping you and the customer on the line while another person joins the call.
TIP: You can double-click the agent name to transfer the call as a blind transfer.
3. If the agent does not answer, you can click Abandon Transfer in the Voice Controls section at any time. This puts the customer on hold and returns the control to you. To reconnect with the caller, click the Hold button.
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Group
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Select the Skill Group from your company list of groups and click Transfer, or double-click the group name.
A call transfer to a skill group does not require that any agents be signed in.
TIP: To find the group in the list, use the Search for an Agent field.
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Phone
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4. Enter the telephone number in the available field.
This might be a telephone within the company or outside of the company.
5. Click Conference, Announced Transfer, or Blind Transfer to complete the transfer.
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Voicemail
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Sends the call to the agent's voicemail.
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- Enter information in the Wrap Up form.
NOTE: When you transfer a call, the call between you and the caller ends, prompting the Wrap Up form to appear.
To reconnect with the caller
- Click the Abandon Transfer button and then click the Hold button.
NOTE: This option is available for announced transfers or conference transfers.
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