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< 5.19:Agent-guide | Tutorials | Calls
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| − | = | + | = Calls Tutorials = |
These tutorials provide step-by-step instructions for everything related voice calls: dialing, accepting, transferring, muting, and flagging. | These tutorials provide step-by-step instructions for everything related voice calls: dialing, accepting, transferring, muting, and flagging. | ||
| + | == Articles == | ||
| + | === Basic Information === | ||
| + | *[[agent-guide/Tutorials/Calls/Controls | Call Controls]] | ||
| + | |||
| + | === Accepting/Rejecting Calls === | ||
| + | *[[Agent-guide/Tutorials/Calls/HowtoAnsweranIncomingCall | How to Answer an Incoming Call]] | ||
| + | *[[Agent-guide/Tutorials/Calls/HowtoRejectanIncomingCall | How to Reject an Incoming Call]] | ||
| + | |||
| + | === After Call Work and Dispositions === | ||
| + | *[[Agent-guide/Tutorials/Calls/HowtoEnterDispositionsandNotes | Dispositions and Notes]] | ||
| + | *[[Agent-guide/Tutorials/Calls/HowtoWrapUpAfter-callWork | How to Wrap Up After Call Work]] | ||
| + | |||
| + | === Callback Reservation === | ||
| + | *[[Agent-guide/Tutorials/Calls/AboutCallbackReservation | About Callback Reservation]] | ||
| + | |||
| + | === Conferences === | ||
| + | *[[Agent-guide/Tutorials/Calls/HowtoHostaConference | How to Host a Conference]] | ||
| + | *[[Agent-guide/Tutorials/Calls/HowtoParticipateinaConference | How to Participate in a Conference]] | ||
| + | |||
| + | === Consultations and Transfers === | ||
| + | *[[agent-guide/Tutorials/Calls/ConsultationsandTransfers | How to Make Consultations and Transfers]] | ||
| + | *[[agent-guide/Tutorials/Calls/WarmTransfer | How to Warm Transfer]] | ||
| + | |||
| + | === Directory === | ||
| + | *[[Agent-guide/Tutorials/Calls/HowtoUsetheDirectory | How to Use the Directory]] | ||
| + | |||
| + | === Favorites === | ||
| + | *[[Agent-guide/Tutorials/Calls/HowtoUseFavoriteContacts | How to Use Favorite Contacts]] | ||
| + | |||
| + | === Follow-ups === | ||
| + | *[[Agent-guide/Tutorials/Calls/HowtoScheduleaFollow-upActivity | How to Schedule a Follow-up Activity]] | ||
| + | |||
| + | === Mute and Hold === | ||
| + | *[[Agent-guide/Tutorials/Calls/HowtoHoldandRetrieveaCall | How to Hold and Retrieve a Call]] | ||
| + | *[[Agent-guide/Tutorials/Calls/HowtoMuteaCall | How to Mute a Call]] | ||
| + | *[[Agent-guide/Tutorials/Calls/HowtoReleaseaCall | How to Release a Call]] | ||
| + | |||
| + | === Placing Calls === | ||
| + | *[[Agent-guide/Tutorials/Calls/HowtoMakeanInternalCall | How to Make an Internal Call]] | ||
| + | *[[Agent-guide/Tutorials/Calls/HowtoMakeanOutboundCall | How to Make an Outbound Call]] | ||
| + | *[[Agent-guide/Tutorials/Calls/HowtoSpeedDialThroughExternalIVRs | How to Speed Dial Through External IVRs]] | ||
| + | |||
| + | === Recording and Voice === | ||
| + | *[[Agent-guide/Tutorials/Calls/HowtoConnectaVoiceApplicationtoYourCall | How to Connect a Voice Application to Your Call]] | ||
| + | *[[Agent-guide/Tutorials/Calls/HowtoRecordaCall | How to Record a Call]] | ||
| + | *[[Agent-guide/Tutorials/Calls/HowtoStoporPauseCallRecording | How to Stop Call Recording]] | ||
| + | *[[Agent-guide/Tutorials/Calls/HowtoUsePre-recordedMessages | How to Use Prerecorded Messages]] | ||
| + | *[[Agent-guide/Tutorials/Calls/HowtoCollectaVoiceSignature | Voice Signatures ]] | ||
| + | |||
| + | === Redialing === | ||
| + | *[[Agent-guide/Tutorials/Calls/HowtoRedialaPreviouslyDialedNumber | How to Redial a Previously Dialed Number]] | ||
| + | |||
| + | === Remote Assistance === | ||
| + | *[[Agent-guide/Tutorials/Calls/RemoteAssistance | Overview: Remote Assistance During Calls]] | ||
| + | *[[Agent-guide/Tutorials/Calls/InitiateRemoteAssistanceCall | How to Start Remote Assistance During a Phone Call]] | ||
| + | *[[Agent-guide/Tutorials/Calls/TransferCallwithRemoteAssistance | How to Transfer a Call with an Active Remote Assistance Session]] | ||
| + | |||
| + | === Sending Numeric Information === | ||
| + | *[[Agent-guide/Tutorials/Calls/HowtoSendNumericInformation | How to Send Numeric Information]] | ||
| − | + | === Service Queue === | |
| + | *[[Agent-guide/Tutorials/Calls/HowtoPlaceaCallinaServiceQueue | How to Place a Call in a Service Queue]] | ||
Latest revision as of 04:00, 29 May 2024
Calls Tutorials
These tutorials provide step-by-step instructions for everything related voice calls: dialing, accepting, transferring, muting, and flagging.
Articles
Basic Information
Accepting/Rejecting Calls
After Call Work and Dispositions
Callback Reservation
Conferences
Consultations and Transfers
Directory
Favorites
Follow-ups
Mute and Hold
Placing Calls
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
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