How to Place a Call in a Service Queue

Bright Pattern Documentation

Generated: 12/03/2021 12:59 am
Content is available under license unless otherwise noted.

How to Make a Consultation Call

A consultation call is a call you make with respect to another active call on your desktop.

Follow these steps to make a consultation call:

  1. Place your primary call on hold first. See How to Hold and Retrieve a Call for more information.
  2. Make a call to the consultation party. See How to Make an Internal Call or How to Make an Outbound Call for more information.
  3. The Active Communications List will display both calls, the primary call with the hold icon Hold-Button-50.png, and the consultation call with the outgoing call icon Outgoing-Call-Icon-50.png.
  4. If the consultation party is an agent or a supervisor, you can send the content of the Context Information Area related to the primary call by clicking the Send Screen Send-Screen-Button-50.png button.
  5. After finishing the consultation, click the End Call button End-Call-Button-50.png to release the consultation call. (You can instead transfer your primary call to, or conference it with, the consultation party. See How to Transfer a Call and How to Host a Conference for more information.)
  6. Retrieve the active call. See How to Hold and Retrieve a Call for more information.


Primary and consultation call in the Active Communications List


Note: You can also alternate between the primary and consultation calls by retrieving them in turn. (Clicking the Retrieve button will automatically put the current active call on hold).


How to Use the Directory

You can make calls to the users and contacts registered in your contact center directory by selecting them from the Directory tab. The directory will typically provide contacts of users in your organization grouped by teams. It may also contain external contacts. For internal contacts, the directory also provides information about their current availability to communicate.

To view directory contacts, click the Directory tab. The directory will initially list all teams configured in your contact center. External contacts will also be organized in folders. To see contacts of members of a particular team or folder, click the arrow icon next to its name.

You can also search for a contact by typing the contact name or number in the search field that you see above the list of contacts. As you type, only the matching contacts will remain visible in the directory.


Directory


Display Icons

For each contact, the directory will display the name and phone number. For users, the directory will also display icons indicating their current availability to communicate. The icons have the following meanings.


Available

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The user is at the desk and is not on a phone call.

Away

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The user is logged in but is likely to be away from the desk at the moment. This status is assigned automatically if no computer activity has been detected for the last 15 minutes. As soon as some activity is detected, the user is automatically switched to status Available. This status does not prevent you from attempting to contact the user.


Do Not Disturb

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The user has manually set the status indicating the desire not to be contacted at the moment. This status does not prevent you from attempting to contact the user.


On the Phone

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The user is currently on a phone call. This status is assigned automatically when the user makes or answers a phone call. This status applies to users busy with phone calls only; status Available will be displayed for users who handle interactions of any other media types.


Logged out

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The user is currently logged out.

Placing a Call From the Directory

To call a number from the directory, follow these steps.

  1. Select the contact you wish to call. The contact’s number will appear in the Number Input Field.
  2. If necessary, select the service as described in section How to Make an Outbound Call.
  3. Click the Initiate call button.




How to Interpret Your Current State Information

The agent state is the indication of your current availability to handle service calls. This information is used by the system to decide whether a new service call can be delivered to you. The information about the time you spend in each state also appears in reports about your performance.

The Agent Desktop application uses icons to represent agent states. Your current state is shown in the upper left-hand corner of Agent Desktop. These icons, the states they represent, and descriptions of those states are described as follows.

Note: Information in the main text of this section is valid if your system is configured to let you handle one customer interaction at a time. This configuration is most typical when you handle calls only. If you process interactions of other types (e.g., chats or emails), then, depending on your contact center practices, you may be expected to handle multiple interactions simultaneously. The differences in interpretation of your states in this case are briefly explained in the notes following a state description. For a more detailed explanation, see sections Handling Multiple Chat Sessions and General Information About Handling Email.


Agent States

Ready

Ready-State-50.png

You are available to take a service call. In most cases, you make yourself Ready manually. See How to Make Yourself Ready for more information.

Depending on your contact center practices, the Ready state may also be applied automatically under some of the following conditions:

You may also be forced into the Ready state by your supervisor.

Note: If you are expected to handle multiple interactions simultaneously, the Ready state will only be applied when you do not have any active interactions on your desktop. However, in this case you may receive new interactions in states other than Ready.

Ringing

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You are unavailable to take service calls because one service call is already being delivered to you. The ringing icon is briefly displayed while your phone is ringing.

Busy

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You are unavailable to take new service calls because you are already handling a service call. This state is displayed from the moment the call is connected and until it is released. For outbound calls, it also includes the call dialing phase. When your service call is released, depending on your contact center practices and the services that you provide, you will be switched automatically to either the After Call Work state, the Not Ready state, or the Ready state.

Note: Even if you are expected to handle multiple interactions simultaneously, your state will be displayed as Busy as long as you have at least one active interaction of any media type. However, your actual availability will depend on the number of interactions you are currently handling versus the maximum number of interactions you are expected to be able to handle simultaneously. Therefore, you may receive new interactions when you are in the Busy state.

After Call Work

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You are unavailable to take new service calls because you are processing information related to the call that you previously handled. This state may or may not be used depending on your contact center practices and the services that you provide. If it is used, you will be switched to this state automatically as soon as the call is released by either the customer or yourself. You will remain in this state until you manually make yourself Ready or Not Ready to take another call. Note that your After Call Work state may also end automatically if the time allocated for the after-call work exceeds the limit set by your administrator.

Note: If you are expected to handle multiple interactions simultaneously, you may receive new interactions when you are in the After Call Work state. You will be switched to this state only when the last live interaction on your desktop is finished. (Otherwise, you will continue to be in the Busy state.)

Not Ready

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You are unavailable to take service calls because you are temporarily away from your desktop or busy doing some work that is not directly related to handling of service calls. Under normal circumstances, you make yourself Not Ready manually. Your system may also be configured to let you indicate a specific reason for being Not Ready. For more information, see How to Make Yourself Not Ready and the following Not Ready agent states: Lunch, Away From Desk, and Break. These reasons are specific to your contact center. You will get detailed instructions about the meaning and usage of such reasons from your administrator.

Depending on your contact center practices, the Not Ready state may also be applied automatically under some of the following conditions:

You may also be forced into the Not Ready state by your supervisor.

Note: You will not receive any interactions while you are in this state regardless of how many interactions you are expected to handle simultaneously.

Lunch

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You are unavailable to take service calls because you are on your lunch break. Under normal circumstances, you manually set the agent state to Lunch or some other Not Ready reason. See How to Make Yourself Not Ready for more information. These reasons are specific to your contact center. You will get detailed instructions about the meaning and usage of such reasons from your administrator.

Away From Desk

Not-Ready-State-50.png

You are unavailable to take service calls because you are temporarily away from your desktop. Under normal circumstances, you manually set the agent state to Away From Desk or some other Not Ready reason. See How to Make Yourself Not Ready for more information. These reasons are specific to your contact center. You will get detailed instructions about the meaning and usage of such reasons from your administrator.

Break

Not-Ready-State-50.png

You are unavailable to take service calls because you are taking a break. Under normal circumstances, you manually set the agent state to Break or some other Not Ready reason. See How to Make Yourself Not Ready for more information. These reasons are specific to your contact center. You will get detailed instructions about the meaning and usage of such reasons from your administrator.