Call Controls
During an active call, the communication panel displays controls for managing the interaction, such as creating cases, scheduling follow-up activities, transferring calls, and more.
During an active call, the communication panel displays controls for managing the interaction, such as creating cases, scheduling follow-up activities, transferring calls, and more
The following is a list of controls seen during active phone calls and what they do.
Service Name
During active phone calls, the name of the service the call is happening on is displayed at the top of the communications panel.
Buttons
Create case
Press the Show more button, then select the Create case menu option to create a new case from the phone call. Cases allow you to make notes on interactions, send emails, and so forth. For more information, see How to Create New Cases TK.
Dial Pad
When selected, the Dial button pops out a dial pad, allowing you to either click the keys on the pad, use your keyboard to enter DTMF keys, or copy-paste a combination of digits into the number input field.
Note that this may be used to speed dial through external IVRs.
End Call
The End Call button ends the call when selected.
Flag the interaction
When selected, the Flag the interaction button causes a flag to appear on your supervisor's screen, indicating to them that you need help or consultation with the interaction. For more information, see How to Flag an Interaction. TK
Hold
The Hold button allows you to place a call on hold; callers will hear hold music or any prompts specific to your contact center. Call hold time will be displayed in the Active Interactions list. It is recommended to place a caller on hold before transferring them. Note that this button is different from the Mute the microphone button.
Consult, Conference, or Blind Transfer
When selected, the Consult, Conference, or Blind Transfer button pops a window that allows you to conduct a consultation with another agent or supervisor, conduct a conference call with multiple parties, or make a blind transfer. For more information, see How to Make Consultations and Transfers.
Mute the microphone
The Mute the microphone button mutes your microphone; callers will hear silence. Note that this button is different from the Hold button.
Schedule a call
Press the Show more button, then select the Schedule a call menu option to schedule follow-up activities in your calendar. For more information, see How to Schedule a Follow-Up Activity.
Start recording
If your contact center allows recordings, the Start recording button allows you to manually begin recording the call.
Report a problem with the call
If you experience call quality issues, clicking Report a call problem pops a window where you may select the type of issue you are experiencing; the issue is brought to the attention of your contact center administrators. For more information, see How to Report a Call Quality Problem TK.
Notes
The Notes field is where you may enter any notes about an active interaction. For more information, see How to Enter Dispositions and Notes.
Dispositions
If your call center uses dispositions, you will be able to select the appropriate disposition from the drop-down menu. For more information, see How to Enter Dispositions and Notes.
