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Handbuch Agent - Manage Calls

Manage Calls

This section describes the operations you can perform to make and manage calls. Your current calls are displayed in the Call Console with the calls currently involved in a conference displayed in a separate panel called Conference Call.

NOTE: You can only be involved in one conference at a time

Figure 27 Call Console

The following subsection provides a quick reference to call management operations. These operations are described in detail in the rest of this section.

NOTE: For operations on calls that involve a contact, you can drag the call onto the contact and click the button for that contact, which corresponds to the operation you want to perform. For information, see Drag and Drop Call onto Contact.

Call Management Operations Quick Reference

The following table provides a summary of the actions that you can take to manage calls. These actions (operations) are described in more detail in the following sections.

Function Steps
Answer Incoming Call In the Call Console, click Answer for the target call.
Turn Auto Answer On In the Call Console, click Auto Answer.
Open URL In the Call Notification dialog box for an incoming call, click the Web Pop URL button.
Save a vCard In the Call Notification dialog box for an incoming call, click the Add vCard button.
Place Call On Hold In the Call Console, move the mouse over the call and click Hold.
Resume Held Call In the Call Console, move the mouse over the call and click Retrieve.
Blind Transfer Call Drag the call onto the target contact and click Transfer for that contact. Alternatively, enter the target number in the Dialer and click Transfer on
the Dialer.
Transfer with Consultation While on the call, enter a number in the Dialer or select a contact in the Contacts pane and click Dial. When the new call is connected, consult with the party. When ready to transfer, select the original call. Move the mouse over the new call that is not selected call and click Transfer.
Transfer to Queue Drag the call onto the target queue in the Queues panel and click Transfer for that queue.
Make Emergency Call to Available Supervisor In the Call Console, select the call to escalate and click the Emergency button in the Supervisors panel.
Make Emergency Call to Selected Supervisor Drag the call to escalate onto an available supervisor in the Supervisors panel and click Emergency for that supervisor.
Blind Escalate Call In the Call Console, select the call to escalate. In the Supervisors panel, click Escalate or click an available supervisor and click Escalate for that supervisor. In the Call Console, move the mouse over the call to the supervisor and click Transfer before the supervisor answers the call.
Escalate with Consultation In the Call Console, select the call to escalate. In the Supervisors panel, click Escalate or click an available supervisor and click Escalate for that supervisor. Consult with the supervisor. When ready to transfer, in the Call Console, move the mouse over the call to the supervisor and click Transfer.
Escalate with Conference In the Call Console, select the call to escalate. In the Supervisors panel, click Escalate or click an available supervisor and click Escalate for that supervisor. In the Call Console, move the mouse over the new call and click Conference.
Start Three-Way-Conference In the Call Console, select a call. Move the mouse over a call that is not selected and click Conference.
Add Participant to Conference In the Call Console, move the mouse over a call and click Conference.
Hold Conference In the Conference Call panel, click Hold.
Resume Conference In the Conference Call panel, click Resume
Hold Conference Participant In the Conference Call panel, select the call to put on hold and click Hold for that call.
Take Conference Participant off Hold In the Conference Call panel, select a held call and click Resume for that call.
Leave Conference In the Conference Call panel, click Leave Conference.
End Participant In the Conference Call panel, select the target call and click End.
End Conference In the Conference Call panel, click End Conference.
Set Outbound CLID In the Dialer, click the Outbound CLID button and select the number to use as your calling line identity for the next call from the list.
Dial Ad Hoc Number In the Dialer, enter the number to call and click Dial.
Re-Dial Recent Number In the Dialer, click Redial and select a number from the list.
Dial Recent Number In the Dialer, start entering the number to dial. A list of numbers starting with the entered digits appears. Select a number from the list and click Dial.
Dial Contact In the Contacts pane, click the contact and then click Call for that contact.
Dial from Serach In the Search panel, select a contact and click Dial.

Drag and Drop Call onto Contact

In Call Center, you can drag a call from the Call Console and drop it on a target contact in one of your contact directories. This provides you with a quick way to perform operations on calls that involve a contact.

As the call is dragged, a green icon is displayed. When the call is dropped onto a contact, no action is taken on the call. The target contact expands and you can select the action button for the operation you want to perform on that call.

Figure 28 Dragging Call and Dropping on Contact

View Calls

You can view your current calls.

View Current Calls

Your current calls are displayed in the Call Console with the calls involved in a conference displayed in a separate pane called Conference Call.

Figure 29 Call Console – View Current Calls
View Incoming Call Details

When the Call Notification feature is enabled, a Call Notification pop-up window appears on top of the system tray when you receive an inbound call.

  • For calls to your direct number or extension, the following information is displayed:
  • Calling party name
  • Calling party number
    Figure 30 Call Notification Pop-up Window for Call that is Not ACD Call

    -For calls from a call center, the following information is displayed:

    • Calling party name
    • Calling party number
    • Call center name or DNIS name, followed by the time the call has been waiting in queue (wait time)
    • Number of calls in queue (queued calls)
      Figure 31 Call Notification Pop-up Window for ACD Call

NOTE 1: You must have only one tab open in the browser running Call Center to receive call notifications.
NOTE 2: If calls come within eight seconds of each other, the Call Notification pop-up window only appears for the first call of that series.

Receive, Answer, and End Calls

Answer Call

NOTE: When using the Remote Office service, the Answer button is disabled.

To answer a ringing call:
Click Answer for that call.

To answer an incoming call from a Call Notification pop-up window:
Click anywhere on the text in the pop-up window.

Save vCard

When you receive a call, a Call Notification pop-up window appears on top of the system tray. You can click a button in this window to save the caller’s phone number and personal information as a vCard in Microsoft Outlook.

To save a vCard:
In the Call Notification pop-up window, click the Add vCard button . This button is only present when Outlook is running.

End Call

To end a call:
Click End for that call.

Make Outbound Calls

You can make calls to an ad hoc number or to a contact from any of your contacts’ directories. You can also specify the calling line identity to use for your outbound calls.

Set Your Outgoing Calling Line Identity

As a Call Center agent, you can specify whether your direct number or a DNIS number assigned to one of your call centers should be used as your calling line identity when you make calls. This allows you to conduct outbound calling campaigns with an appropriate calling line identity presented to the called party.

To set your outgoing call identity for the next call:
In the Dialer, click the Outbound CLID button and select the number from the dropdown list. The number you select is displayed as your CLID when you make the next call.

Figure 32 Dialer – Setting Outbound CLID

For information on permanently setting your outbound CLID, see section Agent Policies.

Dial Ad Hoc Number

You use the Dialer, located at the top of the Call Console, to place a call to an ad hoc number.

Figure 33 Dialer – Dialing Ad Hoc Number

To dial an ad hoc number:
In the Dialer, enter the phone number and click Dial . The client issues a Click-ToDial attempt to the specified phone number and the call appears in the Call Console.

Redial Number

Call Center keeps up to ten most recently dialed numbers, which you can redial using the Dialer.

To redial one of the recently dialed numbers:

  1. In the Dialer, place the cursor in the text box and start entering a number. A list of recently called numbers that start with the entered digits appears.
    Figure 34 Dialer – Select Recently Dialed Number
  2. Select the number to dial and click Dial. The client issues a Click-To-Dial attempt to the selected number. Alternatively, click the Redial button and select the number from the list that appears.
    Figure 35 Dialer – Redialing Number
Dial Contact

You can use any directory in the Contacts pane to dial a contact.

To dial a contact:

  1. In the Contacts pane, expand the directory from which you want to dial a contact.
  2. Click the target contact to expand it and click Call for that contact.
    Figure 36 Group Panel – Expanded Contact with Action Buttons

Alternatively, to dial the contact’s extension, click Extension or to dial the contact’s mobile number, click Mobile.

The client issues a Click-To-Dial attempt to the specified phone number and the call appears in the Call Console.

Dial from Search

You use the Search panel in the Contacts pane to search for contacts in your contacts’ directories. For more information, see section Search for Contacts.

To dial a number from search:

  1. Perform a search.
  2. Click the target contact to expand it and then click Call .

Place Calls on Hold or Resume

You can only put an active call on hold.

NOTE: When using the Remote Office service, the Hold/Resume buttons are disabled.

Place Call on Hold

To place a call on hold:
Click Hold for the target call.

Resume Held Call

To resume a held call:
Click Answer for the target call.

Transfer Calls

There are a number of ways in which you can transfer a call, including blind transfer, transfer with consultation, and transfer to queue.

Blind Transfer

Use this method to transfer a call to another number without providing an introduction to the destination party. Calls may be transferred this way while active, held, or ringing (in) on your phone. In the latter case, the system redirects the call before it is answered.

To blind transfer a call to an ad hoc number:

  1. From the Call Console, select the call to transfer.
  2. In the Dialer, enter the destination number and click Transfer . The call is transferred and removed from the Call Console.

To blind transfer a call to a contact:

  1. From the Call Console, select the call to transfer.
  2. In the Contacts pane, expand the directory from which you want to select a contact.
  3. Click the destination contact and click Transfer for that contact. The call is transferred and removed from the Call Console.
Transfer with Consultation

Use this method to transfer a call with an introduction to the destination party. Calls may be transferred this way while active, held, or ringing (in) on your phone. In the latter case, the system redirects the call before it is answered.

To transfer a call with consultation:

  1. Make a call to the person to whom you want to transfer the call. If the first call was active, it is put on hold.
  2. Wait until the called party accepts your call and speak to the party.
  3. When ready to transfer, from the Call Console, select one of the two calls.
  4. Move the mouse over the call that is not selected and click Transfer .

The calls are connected and removed from the Call Console.

Transfer to a Call Center

You can transfer a call back to a queue. A transferred call is placed at the bottom of the queue.

To transfer a call to a queue:

  1. From the Call Console, select the call to transfer.
  2. In the Contacts pane, expand the Queues panel.
  3. Click the destination queue and click Transfer for that queue.
    The call is transferred to the selected queue and removed from the Call Console.
    Alternatively, drag the call onto the target queue and click Transfer for that queue.

Escalate Calls

You can escalate calls to the first available supervisor or to a specific supervisor. You can also make an emergency call, which quickly conferences an available supervisor into your call, without placing the remote party on hold.

You use the Supervisors panel located in the Contacts pane to escalate calls.

Make Emergency Call

Use this method to escalate a call to a supervisor in an emergency situation. When you make an emergency call, the caller is not placed on hold; instead, a supervisor is immediately conferenced in to the call. You can let Call Center select the supervisor or you can select the supervisor yourself.

NOTE: To make emergency calls, you must have the Three-Way Call or N-Way Call service assigned.

To make an emergency call to an available supervisor:

  1. While on the call, click Emergency in the Supervisors panel.
    Figure 37 Supervisors Panel – Making Emergency Call

    This places the call to the first available supervisor. When the supervisor answers the emergency call, a Three-Way call or an N-Way call is started, without putting the caller on hold.
    2) To transfer the call to the supervisor, click Leave Conference in the Conference Call panel after the conference is established.

    Figure 38 Conference Call Panel – Leave Conference

To make an emergency call to a specific supervisor:

  1. While on a call, expand the Supervisors panel.
  2. Click the target supervisor and click the Emergency button for that supervisor. Make sure the supervisor you selected is available. Alternatively, drag the call onto the target supervisor and click the Emergency button for that supervisor.

This places the call to the selected supervisor. When the supervisor answers the emergency call, a Three-Way call or an N-Way call is started, without putting the caller on hold.

  1. To transfer the call to the supervisor, click Leave Conference in the Conference Call panel after the conference is established.
Blind Escalate Call

Use this method to escalate a call to a supervisor without consulting the supervisor. You can escalate a call to the first available supervisor or select the supervisor yourself.

To blind escalate a call:

  1. In the Supervisors panel, click Escalate to let the system select a supervisor; or, to select the supervisor yourself, click an available supervisor and click the Escalate button for that supervisor. Your original call is placed on hold and a call to the supervisor is initiated.
  2. Without waiting for the supervisor to answer, in the Call Console, select the original call.
  3. Move the mouse over the call to the supervisor and click Transfer .
Escalate with Consultation

Use this method to escalate a call to a supervisor and provide an introduction beforehand. You can escalate the call to the first available supervisor or select the supervisor yourself.

To escalate a call with consultation:

  1. In the Supervisors panel, click Escalate to let the system select a supervisor; or, to select the supervisor yourself, click an available supervisor and click Escalate for that supervisor.
  2. Wait until the supervisor accepts your call and speak to the supervisor.
  3. When ready to transfer the call, in the Call Console, select the original call.
  4. Move the mouse over the call to the supervisor, and click Transfer.
Escalate with Conference or Handover

Use this method to escalate a call to a supervisor through a conference call. You can then leave the call.

To escalate a call with conference or handover:

  1. In the Supervisors panel, click Escalate to let the system select a supervisor; or, to select the supervisor yourself, click an available supervisor and click Escalate for that supervisor.
  2. When the supervisor accepts your call, speak to the supervisor about the issue.
  3. In the Call Console, select the original call.
  4. Move the mouse over the call to the supervisor and click Conference. A conference call is established and the calls appear in the Conference Call panel.
  5. To hand the call over to the supervisor, click Leave Conference in the Conference Call panel.
Escalate with Mid-Conference Hold

Use this method to escalate a call to a supervisor through a conference call and provide an opportunity for the customer to speak to the supervisor.

To escalate a call with mid-conference hold:

  1. In the Supervisors panel, click Escalate to let the system select a supervisor; or, to select the supervisor yourself, click an available supervisor and click Escalate for that supervisor.
  2. When the supervisor accepts your call, speak to the supervisor about the issue.
  3. In the Call Console, select the original call.
  4. Move the mouse over the call to the supervisor and click Conference. A conference call is established and the calls appear in the Conference Call panel.
  5. In the Conference Call panel, click Hold Conference. This puts both calls on hold but allows the customer and the supervisor to continue their conversation.
  6. To drop a specific party from the conference, select their call from the Conference Call panel and click End.
  7. To leave the call, click Leave Conference in the Conference Call panel.

Manage Conference Calls

You manage conferences in the Call Console. You use the:

  • Current calls area to establish a conference and add participants to it.
  • Conference Call panel to manage or end an active conference call.
    You can only have one active conference at a time.
    Figure 39 Call Console – Conference Call Panel

NOTE: To start conference calls, you must have the Three-Way Call or N-Way Call service assigned.

Start Three-Way Conference

To start a conference call, you must have at least two current calls. The calls can be received or made by you. If required, make calls using any of the methods described in section Make Outbound Calls.

To start a conference:

  1. In the Call Console, select a call.
    Figure 40 Call Console – Starting Conference Call
  2. Move the mouse over a call that is not selected and click Conference . A Three-Way Conference is established and the connected calls appear in the Conference Call panel.
    Figure 41 Conference Call Panel – Conference Call
Add Participant to Conference

NOTE: To add participants to a conference, you must have the N-Way Calling service assigned.

To add a participant to a conference:

  1. If the call you want to add to the conference is not yet established, place the call.
  2. In the Call Console, move the mouse over the call and click Conference . The call is added to the conference.
Hold Conference

To put an active conference on hold:
In the Conference Call panel, click Hold Conference. This allows other conference participants to continue their conversation.

Resume Conference

To resume a conference call that you previously put on hold:
In the Conference Call panel, click Resume Conference. All the calls in the conference become active.

Hold Participant

To put a specific conference participant on hold:

  1. Expand the Conference Call panel.
  2. Move the mouse over the target call and click Hold .
Take Participant Off Hold

To resume a participant’s held call:

  1. Expand the Conference Call panel.
  2. Move the mouse over the target call and click Answer .
Leave Conference

To leave the conference:
In the Conference Call panel, click Leave Conference . The other parties continue their conversation.

NOTE: This function is only available for Three-Way Conferences.

End Participant

To end a selected call in a conference:

  1. Expand the Conference Call panel.
  2. Move the mouse over the call and click End.
End Conference

To end the conference:
In the Conference Call panel, click End Conference . This releases all the calls that participated in the conference.


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