From Bright Pattern Documentation
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| − | <translate>= How to Make a Consultation Call= <!--T:1-->
| + | #REDIRECT [[5.3:Agent-guide/Tutorials/Calls/ConsultationsandTransfers]] |
| − | A consultation call is a call you make with respect to another active call on your desktop.
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| − | Follow these steps to make a consultation call:
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| − | # Place your primary call on hold first. See [[agent-guide/HowtoHoldandRetrieveaCall|How to Hold and Retrieve a Call]] for more information. | |
| − | # Make a call to the consultation party. See [[agent-guide/HowtoMakeanInternalCall|How to Make an Internal Call]] or [[agent-guide/HowtoMakeanOutboundCall|How to Make an Outbound Call]] for more information.
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| − | # The ''Active Communications List'' will display both calls, the primary call with the hold icon [[File:Hold-Button-50.png|26px]], and the consultation call with the outgoing call icon [[File:Outgoing-Call-Icon-50.png|26px]].
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| − | # If the consultation party is an agent or a supervisor, you can send the content of the ''Context Information Area'' related to the primary call by clicking the '''Send Screen''' [[File:Send-Screen-Button-50.png|26px]] button.
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| − | # After finishing the consultation, click the '''End Call''' button [[File:End-Call-Button-50.png|26px]] to release the consultation call. (You can instead transfer your primary call to, or conference it with, the consultation party. See [[agent-guide/HowtoTransferaCall|How to Transfer a Call]] and [[agent-guide/HowtoHostaConference|How to Host a Conference]] for more information.)
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| − | # Retrieve the active call. See [[agent-guide/HowtoHoldandRetrieveaCall|How to Hold and Retrieve a Call]] for more information.
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| − | [[File:Transfer-Call-52.PNG|thumb|800px|center|Primary and consultation call in the Active Communications List]]
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| − | <!--T:5-->
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| − | '''Note:''' You can also alternate between the primary and consultation calls by retrieving them in turn. (Clicking the '''Retrieve''' button will automatically put the current active call on hold).
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| − | </translate>
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Revision as of 16:00, 9 April 2019
