From Bright Pattern Documentation
< 5.19:Agent-guide | Tutorials | Calls
(Marked this version for translation) |
|||
| Line 1: | Line 1: | ||
<translate> | <translate> | ||
| − | = Calls Tutorials = | + | = Calls Tutorials = <!--T:1--> |
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 == | + | == Articles == <!--T:2--> |
=== Basic Information === | === Basic Information === | ||
*[[agent-guide/Tutorials/Calls/Controls | Call Controls]] | *[[agent-guide/Tutorials/Calls/Controls | Call Controls]] | ||
| − | === Accepting/Rejecting Calls === | + | === Accepting/Rejecting Calls === <!--T:3--> |
*[[Agent-guide/Tutorials/Calls/HowtoAnsweranIncomingCall | How to Answer an Incoming Call]] | *[[Agent-guide/Tutorials/Calls/HowtoAnsweranIncomingCall | How to Answer an Incoming Call]] | ||
*[[Agent-guide/Tutorials/Calls/HowtoRejectanIncomingCall | How to Reject an Incoming Call]] | *[[Agent-guide/Tutorials/Calls/HowtoRejectanIncomingCall | How to Reject an Incoming Call]] | ||
| − | === After Call Work and Dispositions === | + | === After Call Work and Dispositions === <!--T:4--> |
*[[Agent-guide/Tutorials/Calls/HowtoEnterDispositionsandNotes | Dispositions and Notes]] | *[[Agent-guide/Tutorials/Calls/HowtoEnterDispositionsandNotes | Dispositions and Notes]] | ||
*[[Agent-guide/Tutorials/Calls/HowtoWrapUpAfter-callWork | How to Wrap Up After Call Work]] | *[[Agent-guide/Tutorials/Calls/HowtoWrapUpAfter-callWork | How to Wrap Up After Call Work]] | ||
| − | === Callback Reservation === | + | === Callback Reservation === <!--T:5--> |
*[[Agent-guide/Tutorials/Calls/AboutCallbackReservation | About Callback Reservation]] | *[[Agent-guide/Tutorials/Calls/AboutCallbackReservation | About Callback Reservation]] | ||
| − | === Conferences === | + | === Conferences === <!--T:6--> |
*[[Agent-guide/Tutorials/Calls/HowtoHostaConference | How to Host a Conference]] | *[[Agent-guide/Tutorials/Calls/HowtoHostaConference | How to Host a Conference]] | ||
*[[Agent-guide/Tutorials/Calls/HowtoParticipateinaConference | How to Participate in a Conference]] | *[[Agent-guide/Tutorials/Calls/HowtoParticipateinaConference | How to Participate in a Conference]] | ||
| − | === Consultations and Transfers === | + | === Consultations and Transfers === <!--T:7--> |
*[[agent-guide/Tutorials/Calls/ConsultationsandTransfers | How to Make Consultations and Transfers]] | *[[agent-guide/Tutorials/Calls/ConsultationsandTransfers | How to Make Consultations and Transfers]] | ||
| − | === Directory === | + | === Directory === <!--T:8--> |
*[[Agent-guide/Tutorials/Calls/HowtoUsetheDirectory | How to Use the Directory]] | *[[Agent-guide/Tutorials/Calls/HowtoUsetheDirectory | How to Use the Directory]] | ||
| − | === Favorites === | + | === Favorites === <!--T:9--> |
*[[Agent-guide/Tutorials/Calls/HowtoUseFavoriteContacts | How to Use Favorite Contacts]] | *[[Agent-guide/Tutorials/Calls/HowtoUseFavoriteContacts | How to Use Favorite Contacts]] | ||
| − | === Follow-ups === | + | === Follow-ups === <!--T:10--> |
*[[Agent-guide/Tutorials/Calls/HowtoScheduleaFollow-upActivity | How to Schedule a Follow-up Activity]] | *[[Agent-guide/Tutorials/Calls/HowtoScheduleaFollow-upActivity | How to Schedule a Follow-up Activity]] | ||
| − | === Mute and Hold === | + | === Mute and Hold === <!--T:11--> |
*[[Agent-guide/Tutorials/Calls/HowtoHoldandRetrieveaCall | How to Hold and Retrieve a Call]] | *[[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/HowtoMuteaCall | How to Mute a Call]] | ||
*[[Agent-guide/Tutorials/Calls/HowtoReleaseaCall | How to Release a Call]] | *[[Agent-guide/Tutorials/Calls/HowtoReleaseaCall | How to Release a Call]] | ||
| − | === Placing Calls === | + | === Placing Calls === <!--T:12--> |
*[[Agent-guide/Tutorials/Calls/HowtoMakeanInternalCall | How to Make an Internal Call]] | *[[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/HowtoMakeanOutboundCall | How to Make an Outbound Call]] | ||
*[[Agent-guide/Tutorials/Calls/HowtoSpeedDialThroughExternalIVRs | How to Speed Dial Through External IVRs]] | *[[Agent-guide/Tutorials/Calls/HowtoSpeedDialThroughExternalIVRs | How to Speed Dial Through External IVRs]] | ||
| − | === Recording and Voice === | + | === Recording and Voice === <!--T:13--> |
*[[Agent-guide/Tutorials/Calls/HowtoConnectaVoiceApplicationtoYourCall | How to Connect a Voice Application to Your Call]] | *[[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/HowtoRecordaCall | How to Record a Call]] | ||
| Line 51: | Line 51: | ||
*[[Agent-guide/Tutorials/Calls/HowtoCollectaVoiceSignature | Voice Signatures ]] | *[[Agent-guide/Tutorials/Calls/HowtoCollectaVoiceSignature | Voice Signatures ]] | ||
| − | === Redialing === | + | === Redialing === <!--T:14--> |
*[[Agent-guide/Tutorials/Calls/HowtoRedialaPreviouslyDialedNumber | How to Redial a Previously Dialed Number]] | *[[Agent-guide/Tutorials/Calls/HowtoRedialaPreviouslyDialedNumber | How to Redial a Previously Dialed Number]] | ||
| − | === Remote Assistance === | + | === Remote Assistance === <!--T:15--> |
*[[Agent-guide/Tutorials/Calls/RemoteAssistance | Overview: Remote Assistance During Calls]] | *[[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/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]] | *[[Agent-guide/Tutorials/Calls/TransferCallwithRemoteAssistance | How to Transfer a Call with an Active Remote Assistance Session]] | ||
| − | === Sending Numeric Information === | + | === Sending Numeric Information === <!--T:16--> |
*[[Agent-guide/Tutorials/Calls/HowtoSendNumericInformation | How to Send Numeric Information]] | *[[Agent-guide/Tutorials/Calls/HowtoSendNumericInformation | How to Send Numeric Information]] | ||
| − | === Service Queue === | + | === Service Queue === <!--T:17--> |
*[[Agent-guide/Tutorials/Calls/HowtoPlaceaCallinaServiceQueue | How to Place a Call in a Service Queue]] | *[[Agent-guide/Tutorials/Calls/HowtoPlaceaCallinaServiceQueue | How to Place a Call in a Service Queue]] | ||
</translate> | </translate> | ||
Revision as of 04:19, 25 June 2020
<translate>
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
Sending Numeric Information
Service Queue
</translate>