From Bright Pattern Documentation
< 5.19:Agent-guide | Tutorials | Calls
m (Tracy moved page 5.3:Agent-guide/HowtoMakeanInternalCall to 5.3:Agent-guide/Tutorials/Calls/HowtoMakeanInternalCall) |
(Updated via BpDeleteTranslateTags script) |
||
| Line 1: | Line 1: | ||
| − | + | = How to Make an Internal Call= | |
Internal calls are calls you make to other agents and supervisors of your call center, as well as other employees that may be connected to your phone system. | Internal calls are calls you make to other agents and supervisors of your call center, as well as other employees that may be connected to your phone system. | ||
| − | |||
Follow these steps to make an internal call. | Follow these steps to make an internal call. | ||
| − | |||
# In the ''Number Input Field'', enter the extension number of the party you would like to call. To enter the number, you can use either the ''numeric keys'' of your keyboard or the '''Dial Pad''' tab [[File:Dial-Pad-Tab-Icon-50.png|26px]]. Note that you can also use the [[agent-guide/HowtoRedialaPreviouslyDialedNumber|Recent Contacts]], [[agent-guide/HowtoUsetheDirectory|Directory]], and [[agent-guide/HowtoUseFavoriteContacts|Favorites]] to make calls to known internal contacts. In addition, you can click the click-to-call icon [[File:AD-Click-to-Call-50.png|26px]] that appears next to contacts in your directory upon mousing over the contact's name. | # In the ''Number Input Field'', enter the extension number of the party you would like to call. To enter the number, you can use either the ''numeric keys'' of your keyboard or the '''Dial Pad''' tab [[File:Dial-Pad-Tab-Icon-50.png|26px]]. Note that you can also use the [[agent-guide/HowtoRedialaPreviouslyDialedNumber|Recent Contacts]], [[agent-guide/HowtoUsetheDirectory|Directory]], and [[agent-guide/HowtoUseFavoriteContacts|Favorites]] to make calls to known internal contacts. In addition, you can click the click-to-call icon [[File:AD-Click-to-Call-50.png|26px]] that appears next to contacts in your directory upon mousing over the contact's name. | ||
# If the internal call you are making is associated with a particular service that you provide, click the drop-down menu below the ''Number Input Field'', and select the desired service. Otherwise, choose '''None'''. | # If the internal call you are making is associated with a particular service that you provide, click the drop-down menu below the ''Number Input Field'', and select the desired service. Otherwise, choose '''None'''. | ||
| Line 11: | Line 9: | ||
| − | |||
[[File:Internal-Call-50.png|thumb|800px|center|Number input field, Service selector, and Initiate call button]] | [[File:Internal-Call-50.png|thumb|800px|center|Number input field, Service selector, and Initiate call button]] | ||
| − | |||
If the called party is available, you will hear the ring back tone in your headset, and you will see a blinking outgoing call icon [[File:Outgoing-Call-Icon-50.png|26px]] in the ''Active Communications List''. When the called party answers, the outgoing call icon will stop blinking, indicating that the call is now established. | If the called party is available, you will hear the ring back tone in your headset, and you will see a blinking outgoing call icon [[File:Outgoing-Call-Icon-50.png|26px]] in the ''Active Communications List''. When the called party answers, the outgoing call icon will stop blinking, indicating that the call is now established. | ||
| − | |||
'''Note:''' Depending on your previous actions, instead of the '''Initiate call''' button [[File:Initiate-Call-Button-50.png|26px]], you may see the '''Initiate single-step conference''' button [[File:Initiate-Conference-Call-50.png|26px]]. This button is used to [[agent-guide/HowtoHostaConference|set up a conference]] with another active call on your desktop. In absence of another active call, this button can be used in the same way as the '''Initiate call''' button. | '''Note:''' Depending on your previous actions, instead of the '''Initiate call''' button [[File:Initiate-Call-Button-50.png|26px]], you may see the '''Initiate single-step conference''' button [[File:Initiate-Conference-Call-50.png|26px]]. This button is used to [[agent-guide/HowtoHostaConference|set up a conference]] with another active call on your desktop. In absence of another active call, this button can be used in the same way as the '''Initiate call''' button. | ||
| − | |||
| − | |||
| − | |||
| − | |||
| − | |||
Latest revision as of 04:00, 29 May 2024
How to Make an Internal Call
Internal calls are calls you make to other agents and supervisors of your call center, as well as other employees that may be connected to your phone system.
Follow these steps to make an internal call.
- In the Number Input Field, enter the extension number of the party you would like to call. To enter the number, you can use either the numeric keys of your keyboard or the Dial Pad tab
. Note that you can also use the Recent Contacts, Directory, and Favorites to make calls to known internal contacts. In addition, you can click the click-to-call icon 
that appears next to contacts in your directory upon mousing over the contact's name. - If the internal call you are making is associated with a particular service that you provide, click the drop-down menu below the Number Input Field, and select the desired service. Otherwise, choose None.
- Click the Initiate call button
.
If the called party is available, you will hear the ring back tone in your headset, and you will see a blinking outgoing call icon 
in the Active Communications List. When the called party answers, the outgoing call icon will stop blinking, indicating that the call is now established.
Note: Depending on your previous actions, instead of the Initiate call button 
, you may see the Initiate single-step conference button 
. This button is used to set up a conference with another active call on your desktop. In absence of another active call, this button can be used in the same way as the Initiate call button.