Call Controls

Hold a Call

You can place someone on hold while you are on a call.

To place a call on hold:

1. Select the Hold icon.
2. The call status is changed to on hold.

Retrieve a Call

You can place a caller on hold while you execute a different task, then retrieve the call after.

To retrieve a call from hold:

1. Select the Retrieve from hold icon.
2. The call status changes from on hold to active.

Consult Call

The Consult function is used to put an active call on hold and initiate a second call to a colleague.

While on the consult call, the first active call can be processed as a transfer or conference call.

To perform a consult call:

1. While on an active call, select the Consult icon.
2. Enter the name or number into the consult bar and select Consult or press Enter from the keyboard.
3. The first active call is placed on hold while the consult call connects to a third party.

Transfer a Call

A call transfer allows you to pass your active call to a third party.

To transfer a call:

1. Initiate a Consult call.
2. Select the Transfer icon.
3. The call is transferred to the third party.

Blind Transfer

Blind call transfer allows you to pass your active call to a third party unannounced.

To blind transfer a call:

1. Select the Blind Transfer icon while on the active call.
2. Enter the name or number into the consult bar and select Blind Transfer or press Enter from the keyboard.
3. The call is transferred to the third party.

Conference

Conference allows you to join additional active calls to your active call, using the consult function.

To set up a conference call:

1. Initiate a consult call.
2. Select the Conference icon while on a call.
3. The initial call is placed in conference with the third party.

Blind Conference

Blind conference allows you to add another participant to the call. For instance, if two people are on a call, it is possible to add a third person by performing a blind conference.

To complete a blind conference:

1. Select the Conference icon while on a call.
2. Enter the number or name into the conference bar and select the Blind conference icon.
3. The initial call is placed in conference with the third party call.

Join a Call

Join allows two or more separate calls to be linked together.

To join a call:

1. Start the initial call.
2. Select the Hold icon to put the active call on hold.
3. Make a second call on the same line. A Join icon appears by each call.
4. Select the Join icon to link the active call with the call on hold.

Queue Selection

The Queue Selection feature allows you to select and assign yourself to a queue.

To select a queue:

1. Select the Queues dropdown menu located under the agent state selection menu.
2. Select the queues you wish to assign yourself to. You can select queues from the list one by one; select the All button to select all queues; or select the None button to deselect all queues.
3. Click Update Queues to confirm your changes. If you do not select Update Queues, changes made in the Queue Selection are not saved.

Note: The number displayed next to the Queues heading in brackets (for example, (1)) indicates the number of queues you are currently assigned to.

Note: When you miss a queue call, a message titled Routing status change detected appears. Follow the directions in the message to resume receiving queue calls (change your agent status from Not Responding to Ready - On Queue).