From Bright Pattern Documentation
Calls Overview
On Agent Desktop 2.0, you will be handling calls that are either inbound or outbound.
Inbound voice calls can be accepted, rejected, initiated, and transferred. Outbound voice calls can be initiated in many ways, such as by clicking on a person's contact details, dialing a user in the directory, or entering a phone number in the dialpad manually.
Tutorials
Learn more about how to handle inbound and outbound calls with the following tutorials.
Basic Information
Accepting/Rejecting Calls
After Call Work and Dispositions
Conferences, Consultations, and Transfers
- How to Host a Conference
- How to Participate in a Conference
- How to Make Consultations and Transfers
- How to Warm Transfer
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 a Recording
- How to Use Pre-Recorded Messages
- How to Collect a Voice Signature