Calendar

• Overview
• How to Edit Existing Events
• How to Open the Calendar
• How to Schedule an Event

Calls Tutorials

These tutorials provide step-by-step instructions for everything related voice calls: dialing, accepting, transferring, muting, and flagging.

Articles

Basic Information

• Call Controls

Accepting/Rejecting Calls

• How to Answer an Incoming Call
• How to Reject an Incoming Call

After Call Work and Dispositions

• Dispositions and Notes
• How to Wrap Up After Call Work

Callback Reservation

• About Callback Reservation

Conferences

• How to Host a Conference
• How to Participate in a Conference

Consultations and Transfers

• How to Make Consultations and Transfers

Directory

• How to Use the Directory

Favorites

• How to Use Favorite Contacts

Follow-ups

• How to Schedule a Follow-up Activity

Mute and Hold

• How to Hold and Retrieve a Call
• How to Mute a Call
• How to Release a Call

Placing Calls

• How to Make an Internal Call
• How to Make an Outbound Call
• How to Speed Dial Through External IVRs

Recording and Voice

• How to Connect a Voice Application to Your Call
• How to Record a Call
• How to Stop Call Recording
• How to Use Prerecorded Messages
• Voice Signatures

Redialing

• How to Redial a Previously Dialed Number

Remote Assistance

• Overview: Remote Assistance During Calls
• How to Start Remote Assistance During a Phone Call
• How to Transfer a Call with an Active Remote Assistance Session

Sending Numeric Information

• How to Send Numeric Information

Service Queue

• How to Place a Call in a Service Queue

Cases and Email

• Overview

Accepting Email

• How to Accept an Email

Creating Cases

• How to Create New Cases

Follow-ups

• How to Use Pinned Cases to Send a Follow-up Outbound Email
• How to Use Cases to Send a Follow-up Outbound Email

Fonts

• How to Change Default Email Font

Handling Email

• How to Close an Email without Replying
• How to Change an Assigned Email Service
• How to Compose a Reply
• How to Transfer an Email
• How to Forward an Email
• How to Send a New Outbound Email
• How to Save an Email as a Draft
• How to Copy and Paste Images into Email

Masking Data

• How to Mask Sensitive Data

Print

• How to Print an Email

Retrieving Email from Queue

• How to Retrieve an Email from the Team Queue
• How to Retrieve an Email from Personal Queue

Reviewing Email

• How to Review an Incoming Email

Chats

• Overview

Accepting/Rejecting Chats

• How to Accept a Chat Request
• How to Reject a Chat Request

Audio/Video Chats

• How to Have an Audio Chat
• How to Have a Video Chat

Canned Responses

• How to Create and Edit Canned Chat Responses

Co-browsing

• How to Co-browse with Surfly Integration
• How to Co-browse

Creating Cases

• How to Create a Case from a Chat Session

Flagging Chats

• How to Flag an Interaction

Follow-ups

• How to Schedule a Follow-Up Activity from a Chat Session

Forms

• How to Send a Secure Form

Multiple Chats

• Handling Multiple Chat Sessions

Remote Assistance

• Overview: Remote Assistance in Chats
• How to Initiate Remote Assistance During a Chat/SMS/Messaging Session
• How to Transfer a Remote Assistance Session to a Different Agent During a Chat Session

Sending Chat Messages

• Chat Messages
• How to Send and Receive Pictures and Documents

Terminating the Chat

• How to End a Chat Session

Transfers

• How to Transfer Your Chat Session

Contacts

• Overview
• How to Create a New Contact
• How to Edit an Existing Contact

Knowledge Base

• Overview
• How to Contribute Content to the Knowledge Base
• How to Use a Knowledge Base Article

Outbound Campaigns

• Overview
• How to Reject a Calling Record
• How to Review a Calling Record
• How to Reschedule a Call Attempt

Search

• Overview
• How to Conduct Advanced Searches
• Using URL Variations to Access Case and Contact Information

States

• Overview
• How to Interpret Your Current State Information
• How to Make Yourself Ready
• How to Make Yourself Not Ready