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Quick Reference – Managing Calls in Call Center

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These tables provide a summary of the actions that you can take to manage calls in the Call Center Client.

Answer and Manage Incoming Calls

Function Steps
Answer Incoming Call In the Call Console, click Answer for the target call.
Turn Auto Answer On In the Call Console, click Auto Answer.
Place Call on Hold In the Call Console, move the mouse over the call and click Hold.
Resume Held Call In the Call Console, move the mouse over the call and click Retrieve.
Blind Transfer Call Drag the call onto the target contact and click Transfer for that contact. Alternatively, enter the target number in the Dialer and click Transfer on the Dialer.
Transfer with Consultation While on the call, enter a number in the Dialer or select a contact in the Contacts pane and click Dial.When the new call is connected, consult with the party.When ready to transfer, select the original call.

Move the mouse over the new call that is not selected call and click Transfer.

Transfer to Queue Drag the call onto the target queue in the Queues panel and click Transfer for that queue.
Assign Disposition Code to Selected ACD Call In the Call Console, click the target ACD call and select a code from the drop-down list that appears.
Assign Disposition Code while in Wrap-Up In the Call Console, click the Disposition Code button and select a code from the list. The code is applied to the last released call.
Generate Call Trace for Selected Call In the Call Console, click the Call Trace button for the target call.
Generate Call Trace for Last Released Call In the Call Console, click the Call Trace button.
Open URL In the Call Notification dialog box for an incoming call or on any call in the Call Console, click the Web Pop URL button.
Save a vCard In the Call Notification dialog box for an incoming call, click the Add vCard button.

Escalation to Supervisor

Function Steps
Escalate with Consultation In the Call Console, select the call to escalate.In the Supervisors panel, click Escalate or click an available supervisor and click Escalate for that supervisor.Consult with the supervisor.

When ready to transfer, in the Call Console, move the mouse over the call to the supervisor and click Transfer.

Escalate with Conference In the Call Console, select the call to escalate.In the Supervisors panel, click Escalate or click an available supervisor and click Escalate for that supervisor.In the Call Console, move the mouse over the new call and click Conference.
Blind Escalate Call In the Call Console, select the call to escalate.In the Supervisors panel, click Escalate or click an available supervisor and click Escalate for that supervisor.In the Call Console, move the mouse over the call to the supervisor and click Transfer before the supervisor answers the call.
Make Emergency Call to Available Supervisor In the Call Console, select the call to escalate and click the Emergency button in the Supervisors panel.
Make Emergency Call to Selected Supervisor Drag the call to escalate onto an available supervisor in the Supervisors panel and click Emergency for that supervisor.

Conference Calls

Function Steps
Start Three-Way Conference In the Call Console, select a call. Then, move the mouse over a call that is not selected and click Conference.
Add Participant to Conference In the Call Console, move the mouse over a call and click Conference.
Hold and Resume Conference In the Conference Call panel, click Hold or Resume.
Hold and Resume Conference Participant In the Conference Call panel, select the call to put on hold and click Hold for that call. To take off hold, select the held call and click Resume for that call.
Disconnect Conference Participant In the Conference Call panel, select the target call and click End.
Leave Conference In the Conference Call panel, click Leave Conference.
End Conference In the Conference Call panel, click End Conference.

Place Outgoing Calls

Function Steps
Set Outbound CLID In the Dialer, click the Outbound CLID button and select the number to use as your calling line identity for the next call from the list.
Dial Ad Hoc Number In the Dialer, enter the number to call and click Dial.
Re-dial Recent Number In the Dialer, click Redial and select a number from the list.
Dial Recent Number In the Dialer, start entering the number to dial. A list of numbers starting with the entered digits appears. Select a number from the list and click Dial.
Dial Contact In the Contacts pane, click the contact and then click Call for that contact.
Dial from History In the Call Console, click the Call History button.Select Missed calls, Received calls, or Dialed calls from the drop-down list.In the Call History dialog box, move the mouse over a call log and click Call.
Dial from Search In the Search panel, select a contact and click Dial.

 

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