5.19:Agent-guide/Tutorials/Calls

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• 5.19 • 5.3 • 5.8

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Calls

• Overview
• 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 Initiate 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

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