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Revision as of 03:16, 25 January 2019 (view source)

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Revision as of 03:16, 25 January 2019

Other languages:

English • ‎日本語

• 5.19 • 5.3 • 5.8

Contents

Agent Guide

Introduction

Welcome
What Is Agent Desktop?
User Interface OverviewGetting Started
SetupUsage
Working in Agent DesktopTutorials
Tutorials
- Tutorials Overview
- Calendar
- Calls
  - Overview
  - Call ControlsAccepting/Rejecting Calls
  - How to Answer an Incoming Call
  - How to Reject an Incoming CallAfter Call Work and Dispositions
  - Dispositions and Notes
  - How to Wrap Up After Call WorkCallback Reservation
  - About Callback ReservationConferences
  - How to Host a Conference
  - How to Participate in a ConferenceConsultations and Transfers
  - How to Make Consultations and TransfersDirectory
  - How to Use the DirectoryFavorites
  - How to Use Favorite ContactsFollow-ups
  - How to Schedule a Follow-up ActivityMute and Hold
  - How to Hold and Retrieve a Call
  - How to Mute a Call
  - How to Release a CallPlacing Calls and Using the Dial Pad
  - How to Make an Internal Call
  - How to Make an Outbound Call
  - How to Speed Dial Through External IVRsRecording 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 NumberRemote 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 SessionSending Numeric Information
  - How to Send Numeric InformationService Queue
  - How to Place a Call in a Service Queue
- Cases
- Chat Center
- Chats
- Contacts
- Knowledge Base
- Microsoft Teams
- Outbound Campaigns
- Remote Assist
- Search
- StatesHelp
Troubleshooting

Overview

These tutorials provide step-by-step instructions for everything related voice calls: dialing, accepting, transferring, muting, and flagging.

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