With the Call Center client you can make calls to an ad hoc number, a contact from any of your contact directories, or a number from Call History. You can also specify the calling line identity to use for your outbound calls.
This article provides instructions on how to hold, transfer, and camp calls in the Call Center Client.
You can group or ungroup queued calls by their priority bucket.
With Call Center, you can answer calls manually or have your phone automatically answer incoming calls. Here's how:
Call Center allows you to listen to monitored agents’ calls without being heard. You can listen in on selected agents for phone and ACD state monitoring.
As a Call Center Supervisor, you can select up to five call centers to monitor. You view the monitored call centers in the Queued Calls pane.
Call Center allows you to manually override the current mode of operation and enable the Night Service and/or Forced Forwarding of calls for selected call centers.
Call Center supervisors can manage queued calls in up to five selected call centers and monitor calls in real time. You use the Queued Calls pane to manage queued calls under your supervision.
As a Call Center agent, you can escalate calls to the first available supervisor or to a specific supervisor. You can also make an emergency call, which quickly conferences an available supervisor into your call without placing the remote party on hold.
These tables provide a summary of the actions that you can take to manage calls in the Call Center Client.
Call Center allows you to generate a trace on active, held, released, or missed calls.
With the Call Center client, you can record calls manually or have the system automatically record your calls. Depending on your Call Recording mode, Call Center may allow you to manually start, pause, resume, or stop recording a call.
Disposition codes enable you to “tag” calls with comments, results, and so on. More than one disposition code can be assigned to a call.
Call Types define different types of calls measured in call center statistics.