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Call Console in the Call Center Client

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You use the Call Console of the Call Center client to view and manage your current calls.

Call-Center-Call-Console

Header Bar

The header bar of the Call Console pane contains various controls that allow you to configure your services and perform call and service-related actions:

Control What can you do with this?
Call-Center-Disposition-Code-Button Disposition Code Assign disposition codes to the last call. The button only appears when you are in Wrap-Up state.
Call-Center-Trace-Call-Button Trace Call Attach a trace to the last call.
Receptionist - Call History button Call History Access a list of your previous calls.
Receptionist - Auto Answer Auto Answer Enable or disable the automatic answering of calls.
call-waiting Call Waiting Enable or disable the Call Waiting service.

Dialer

Call-Center-Call-Console-Dialer

The Dialer is located directly below the header bar.  To place an ad-hoc call, enter the number to dial in the Enter Number box. Action buttons, which change depending on the context, allow you to perform operations on calls.

To configure your outgoing calling line identity (the number you want to use for outgoing calls), click Outbound CLID Call-Center-Call-Console-Dialer-Outbound-CLID.

Current Calls

The Call Console displays your current calls, both direct (calls to/from your own phone number) and ACD (calls routed to you from a call center that you are staffing as an agent), and allows you to take actions on them.

Call-Center-Call-Console-Current-Calls

The following information is displayed for each call:

Display What is this?
Call State icon A visual representation of the current state of the call.
Remote CLID The name of the remote party (if available). Their phone number in parenthesis.
Diversion CLID The name (if available) of the party who diverted (transferred, forwarded) the call before you received the call. Their phone number is in parenthesis. If the call was diverted more than once, the last party who diverted the call is listed first, the second-to-last party is listed second, and so on.
Call State name The display name of the call state the call is currently in (incoming, held, etc.).
Call/Hold duration The duration of the call, starting from the time the call was received. For held calls, this shows how long the call has been on hold.

The call entry also displays action buttons for the operations that you can currently take on that call.

Conference Calls

If you are involved in a conference call, its details are displayed in a separate area of the Call Console called the Conference Call Panel. When expanded, this panel lists the call legs that make up your current conference; each two-way call is displayed on a separate line.

Call-Center-Call-Console-Conference-Call

NOTE: You can only be involved in one conference call at a time.

The header bar of the Conference Call Panel contains various controls that allow you to manage the conference: END, LEAVE, HOLD, and ANS (resume a conference you previously placed on hold).

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