Difference between revisions of "PEC-AD/Current/Agent/ADVoice"
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|structuredtext={{NoteFormat| | |structuredtext={{NoteFormat| | ||
| − | * Due to continual changes to Agent Desktop, screen shots in this manual might show interface elements that are not yet available for this product or might not accurately reflect what you | + | * Due to continual changes to Agent Desktop, screen shots in this manual might show interface elements that are not yet available for this product or might not accurately reflect what you can access in the product when you use it. |
* Some Workspace Agent Desktop features are available only for Genesys Engage cloud users. | * Some Workspace Agent Desktop features are available only for Genesys Engage cloud users. | ||
* Some Workspace Agent Desktop features are available only for Genesys Engage On-Premises users. | * Some Workspace Agent Desktop features are available only for Genesys Engage On-Premises users. | ||
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*The Voice Interaction view (while you are handling an active call with a Contact) | *The Voice Interaction view (while you are handling an active call with a Contact) | ||
| − | [[File: | + | [[File:GAPI_900_Voice_Call_Overview.png|700px|An overview of the Workspace window with an active voice call.|alt=An annotated screenshot of the Workspace window displaying an active voice interaction.]] |
|Status=No | |Status=No | ||
}}{{Section | }}{{Section | ||
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|Media=Image | |Media=Image | ||
|image=GAPI_900_Handle_Incoming_Call.png | |image=GAPI_900_Handle_Incoming_Call.png | ||
| + | |AltText=An annotated screenshot of the Voice interaction view. Annotations point to the basic call controls in the Interaction Toolbar: the End, Hold, Keypad, Record, Transfer, Conference, and Consult buttons. The Call Status area is highlighted showing that the call is connected. The Dispositions tab is active and a call result is circled. | ||
|structuredtext====What is a voice interaction?=== | |structuredtext====What is a voice interaction?=== | ||
A voice interaction is a view that opens on your Agent Desktop when you accept an inbound call. It includes all the call controls, information about the call (Case Information), and Disposition and Note tabs where you can add information about the call. There might also be tabs on the right side of the view that contain contact information, history, and other features. | A voice interaction is a view that opens on your Agent Desktop when you accept an inbound call. It includes all the call controls, information about the call (Case Information), and Disposition and Note tabs where you can add information about the call. There might also be tabs on the right side of the view that contain contact information, history, and other features. | ||
| − | Use the '''Contact''' tab to review the | + | Use the '''Contact''' tab to review the {{Link-SomewhereInThisManual|topic=ADcontacts|display text=contact information}}, such as name, phone number, and email address. |
===What can I do with a voice interaction?=== | ===What can I do with a voice interaction?=== | ||
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*Handle it myself | *Handle it myself | ||
*Handle it myself {{Link-SomewhereInThisManual|topic=ADVoice|anchor=callhelp|display text=with help}} | *Handle it myself {{Link-SomewhereInThisManual|topic=ADVoice|anchor=callhelp|display text=with help}} | ||
| − | *{{Link-SomewhereInThisManual|topic=ADintinter|anchor=transfer|display text= | + | *Instantly {{Link-SomewhereInThisManual|topic=ADintinter|anchor=transfer|display text=transfer it}} ([[File:GAPI_Instant_Voice_Transfer_Icon_900.png|Intstant Transfer button.|alt=The Instant Transfer button.|link=]]) |
| − | + | *Transfer it after a {{Link-SomewhereInThisManual|topic=ADintinter|anchor=consult|display text=consultation call}}. If you want to perform a warm transfer or a two-step transfer, click '''Consult''' to talk to the consultation target and then click '''Transfer''' ([[File:GAPI_Instant_Voice_Transfer_Icon_900.png|Intstant Transfer button.|alt=The Instant Transfer button.|link=]]) to transfer the call. | |
| − | * | + | *End the call ([[File:GAPI_End_Call_Button_900.png|End Call button.|alt=The End Call button.link=]]) |
| − | *End the call [[File:GAPI_End_Call_Button_900.png|link=]] | ||
|structuredtextwide====How do I know when I have a call?=== | |structuredtextwide====How do I know when I have a call?=== | ||
When you get a call, a pop-up notification is displayed on your desktop. You might also hear a ringing tone. The Interaction Notification view displays Case Data. Case Data can help you decide whether you '''Accept''' or '''Reject''' the call. | When you get a call, a pop-up notification is displayed on your desktop. You might also hear a ringing tone. The Interaction Notification view displays Case Data. Case Data can help you decide whether you '''Accept''' or '''Reject''' the call. | ||
| − | [[File:GAPI_900_Interaction_Preview.png]] | + | [[File:GAPI_900_Interaction_Preview.png|Interaction Notification.|alt=A screenshot of an Interaction Notification. It includes both Reject and Accept buttons.]] |
{{NoteFormat| | {{NoteFormat| | ||
* Your account might be set up for auto-answer. In that case, calls are accepted for you automatically. | * Your account might be set up for auto-answer. In that case, calls are accepted for you automatically. | ||
* In some environments, the '''Reject''' option is not available.|}} | * In some environments, the '''Reject''' option is not available.|}} | ||
| − | In some environments, before the call is connected and your contact hears your phone ringing you receive a call preview. The preview | + | In some environments, before the call is connected and your contact hears your phone ringing you receive a call preview. The preview has the same appearance as the Interaction Notification view. The call preview lets you decide whether to connect to the call or put the call back into the queue. If a contact directly dials you, call preview is by-passed. The normal Interaction Notification is displayed for directly dialed calls, even if you are not in the Ready state. |
{{AnchorDiv|AnonymousCall}} | {{AnchorDiv|AnonymousCall}} | ||
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If an anonymous caller provides you with Personally Identifiable Information (PII) and it is your corporate policy to add the PII to the '''Contact''' tab, then the caller is no longer anonymous and Agent Desktop searches for the contact in the contact database. To assign the interaction to the contact, enter the PII into the contact search field, select the contact from the search results, then click '''Assign'''. | If an anonymous caller provides you with Personally Identifiable Information (PII) and it is your corporate policy to add the PII to the '''Contact''' tab, then the caller is no longer anonymous and Agent Desktop searches for the contact in the contact database. To assign the interaction to the contact, enter the PII into the contact search field, select the contact from the search results, then click '''Assign'''. | ||
| − | If no matching contact is found, click [[File:GAPI_900_AddContactButton.png|link=]] to create a new contact. Add the contact information and click '''Save'''. | + | If no matching contact is found, click '''Add Contact''' ([[File:GAPI_900_AddContactButton.png|Add Contact button.|alt=The Add Contact button.|link=]]) to create a new contact. Add the contact information and click '''Save'''. |
If you transfer, conference, or consult the call, it remains anonymous to the other party. The call also remains anonymous to Supervisors monitoring the call. | If you transfer, conference, or consult the call, it remains anonymous to the other party. The call also remains anonymous to Supervisors monitoring the call. | ||
| − | [[File:GAPI_900_Anonymous_Consultation_Call.png|300px]] | + | [[File:GAPI_900_Anonymous_Consultation_Call.png|300px|Anonymous call.|alt=A screenshot of a voice interaction from an anonymous caller. Anonymous is displayed in the Interaction Toolbar and the Call Status area.]] |
{{AnchorDiv|Collapse}} | {{AnchorDiv|Collapse}} | ||
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To give yourself more room to work or to focus on a single pane, use the little chevrons (up/down arrows) to expand or collapse different parts of the interaction view: | To give yourself more room to work or to focus on a single pane, use the little chevrons (up/down arrows) to expand or collapse different parts of the interaction view: | ||
| − | [[File:GAPI_900_Voice_Collapse_Expand_Chevron.gif| | + | [[File:GAPI_900_Voice_Collapse_Expand_Chevron.gif|324px|How to expand and collapse different parts of the voice interaction view.|alt=An animated gif showing how to expand and collapse different parts of the voice interaction view. This feature is not available when the accessibility profile is enabled.]] |
| + | |||
|Status=No | |Status=No | ||
}}{{Section | }}{{Section | ||
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|Media=Image | |Media=Image | ||
|image=GAPI_900_start_voice_consultation.png | |image=GAPI_900_start_voice_consultation.png | ||
| − | |structuredtext=* | + | |AltText=A screenshot of the Voice interaction toolbar with the Consultation and Conference buttons highlighted. |
| − | * | + | |structuredtext=*To start a {{Link-SomewhereInThisManual|topic=ADintinter|anchor=consult|display text=consultation}} click [[File:GAPI_Consultation_Icon_900.png|Consultation button.|alt=The Consultation button.|link=]] |
| + | *To start a {{Link-SomewhereInThisManual|topic=ADintinter|anchor=conf|display text=conference}} click [[File:GAPI_Instant_Voice_Conference_Icon_900.png|Conference button.|alt=The Conference button.|link=]] | ||
| − | If you want to perform a warm transfer or a two-step transfer, click '''Consult''' to talk to the consultation target and then click '''Transfer''' to transfer the call. | + | If you want to perform a warm transfer or a two-step transfer, click '''Consult''' ([[File:GAPI_Consultation_Icon_900.png|Consult button.|alt=The Consult button.|link=]]) to talk to the consultation target and then click '''Transfer''' to transfer the call. |
|Status=No | |Status=No | ||
}}{{Section | }}{{Section | ||
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*{{Link-SomewhereInThisManual|topic=ADVoice|anchor=record|display text=Record the call}} | *{{Link-SomewhereInThisManual|topic=ADVoice|anchor=record|display text=Record the call}} | ||
| − | *Hold [[File:GAPI_Hold_Call_Button_900.png|link=]] and resume [[File:GAPI_Retrieve_Call_Button_900.png|link=]] | + | *Hold the call by clicking [[File:GAPI_Hold_Call_Button_900.png|Hold button.|alt=The Hold button.|link=]] and resume the call by clicking [[File:GAPI_Retrieve_Call_Button_900.png|Resume button.|alt=The Resume button.|link=]] |
| − | *Dial digits [[File:GAPI_Open_DTMF_Keypad_Button_900.png|link=]] without using your phone. For instance, you can use this keypad dialer when you are navigating a phone system to send dial tones (DTMF). | + | *Dial digits using the keypad ([[File:GAPI_Open_DTMF_Keypad_Button_900.png|Keypad button.|alt=The Keypad button.|link=]] without using your phone. For instance, you can use this keypad dialer when you are navigating a phone system to send dial tones (DTMF). |
*View and modify {{Link-SomewhereInThisManual|topic=ADcontacts|anchor=top|display text=contact information}} in the '''Contact''' tab. | *View and modify {{Link-SomewhereInThisManual|topic=ADcontacts|anchor=top|display text=contact information}} in the '''Contact''' tab. | ||
*View<!-- and search--> the {{Link-SomewhereInThisManual|topic=ADhist|anchor=ContactHistory|display text=contact's interaction history}} in the '''Contact''' tab. | *View<!-- and search--> the {{Link-SomewhereInThisManual|topic=ADhist|anchor=ContactHistory|display text=contact's interaction history}} in the '''Contact''' tab. | ||
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|Media=Image | |Media=Image | ||
|image=GAPI_900_Genesys_Softphone_Controls.png | |image=GAPI_900_Genesys_Softphone_Controls.png | ||
| + | |AltText=A screenshot of the Voice toolbar with the Microphone control open and the mouse pointer selecting the Mute button. | ||
|structuredtext=If you use Genesys Softphone, your administrator can set up the controls for your microphone and speakers on your headset. The controls let you mute and unmute yourself or your contact, and let you control the volume of your microphone and speakers. | |structuredtext=If you use Genesys Softphone, your administrator can set up the controls for your microphone and speakers on your headset. The controls let you mute and unmute yourself or your contact, and let you control the volume of your microphone and speakers. | ||
| − | |structuredtextwide=Depending on how your environment is set up, you might | + | |structuredtextwide=Depending on how your environment is set up, you might encounter different configurations of buttons: |
| − | *Mute/unmute your microphone: | + | *To Mute/unmute your microphone click: |
| − | *:[[File:GAPI_900_Microphone_Button.png|link=]] | + | *:[[File:GAPI_900_Microphone_Button.png|Micorphone button.|alt=The Microphone button.|link=]] |
| − | * | + | *Use the Microphone slider to adjust the volume of your microphone: |
| − | *:[[File:GAPI_900_Microphone_Volume_Button.png|link=]] | + | *:[[File:GAPI_900_Microphone_Volume_Button.png|Microphone volume control.|alt=The Microphone volume control.|link=]] |
| − | *Mute/unmute your speaker: | + | *To Mute/unmute your speaker click: |
| − | *:[[File:GAPI_900_Speaker_Button.png|link=]] | + | *:[[File:GAPI_900_Speaker_Button.png|Speaker button.|alt=The Speaker button.link=]] |
| − | * | + | *Use the Speaker slider to adjust the volume of your speaker: |
| − | *:[[File:GAPI_900_Speaker_Volume_Button.png|link=]] | + | *:[[File:GAPI_900_Speaker_Volume_Button.png|Speaker volume control.|alt=The Speaker volume control.|link=]] |
<!--* Adjust the volume of both your microphone and your speaker | <!--* Adjust the volume of both your microphone and your speaker | ||
: [[File:GAPI_900_Microphone_Speaker_Button.png|link=]]--><!--video211555940--> | : [[File:GAPI_900_Microphone_Speaker_Button.png|link=]]--><!--video211555940--> | ||
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|Media=Image | |Media=Image | ||
|image=GAPI_900_dispositions.png | |image=GAPI_900_dispositions.png | ||
| − | |structuredtext=*End | + | |AltText=A screenshot of the Voice interaction view with arrows pointing to the Disposition field and the Disposition tree. The text reads: Click a disposition or enter one in the Quick Search field. |
| + | |structuredtext=When your call is finished you can perform the following actions: | ||
| + | *Click '''End Call''' ([[File:GAPI_End_Call_Button_900.png|End Call button.|alt=The End Call button.|link=]]) to hang up. | ||
*Select a {{Link-SomewhereInThisVersion|manual=Agent|topic=ADQuickStart|anchor=dispcode|display text=disposition code}} if required | *Select a {{Link-SomewhereInThisVersion|manual=Agent|topic=ADQuickStart|anchor=dispcode|display text=disposition code}} if required | ||
| − | *Mark Done [[File:GAPI_Mark_Done_Button_900.png|link=]] | + | *Mark Done by clicking '''Done''' ([[File:GAPI_Mark_Done_Button_900.png|Done button.|alt=The Done button.|link=]]) |
*Change {{Link-SomewhereInThisManual|topic=ADQuickStart|anchor=status|display text=status}} as needed | *Change {{Link-SomewhereInThisManual|topic=ADQuickStart|anchor=status|display text=status}} as needed | ||
|Status=No | |Status=No | ||
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|Media=Image | |Media=Image | ||
|image=GAPI_900_Hold_Duration_Progress.png | |image=GAPI_900_Hold_Duration_Progress.png | ||
| − | |structuredtext=You can | + | |AltText=A succession of screenshots showing the progress bar progressing from green to yellow to red after the agent puts the call on hold. |
| + | |structuredtext=You can determine how long you have placed a caller on hold (if this feature is enabled). | ||
| − | After you click '''Hold''' ([[File:GAPI_Hold_Call_Button_900.png|link=]]), a timer and progress bar begin to count the seconds that the call is on hold. | + | After you click '''Hold''' ([[File:GAPI_Hold_Call_Button_900.png|Hold button.|alt=The Hold button.|link=]]), a timer and progress bar begin to count the seconds that the call is on hold. |
| − | The progress bar changes from green to yellow to red as time goes by. If the progress bar changes to red, the call has been on hold too long. You can click '''Resume''' ([[File:GAPI_Retrieve_Call_Button_900.png|link=]]) to update the contact and let them know that they are still on the call. | + | The progress bar changes from green to yellow to red as time goes by. If the progress bar changes to red, the call has been on hold too long. You can click '''Resume''' ([[File:GAPI_Retrieve_Call_Button_900.png|Resume button.|alt=The Resume button.|link=]]) to update the contact and let them know that they are still on the call. |
|Status=No | |Status=No | ||
}}{{Section | }}{{Section | ||
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|Media=Image | |Media=Image | ||
|image=GAPI_CallerID_900.png | |image=GAPI_CallerID_900.png | ||
| + | |AltText=A screenshot of the Caller Identification menu in the Caller Identification dialog box. | ||
|structuredtext=When you make a call, you might have to choose a Caller Identification to be displayed on the phone of the contact. This feature might also be enabled for calls that you are transferring or conferencing. | |structuredtext=When you make a call, you might have to choose a Caller Identification to be displayed on the phone of the contact. This feature might also be enabled for calls that you are transferring or conferencing. | ||
| − | The person you call | + | The person you call receives the Caller ID you select. The previous Caller ID that you selected is selected by default. To hide your identity, you can select <tt>Anonymous</tt> if available. Ask your supervisor about when to use this feature. |
|Status=No | |Status=No | ||
}}{{Section | }}{{Section | ||
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Call recording enables you to perform the following functions: | Call recording enables you to perform the following functions: | ||
<ul> | <ul> | ||
| − | <li>'''Record the call''' | + | <li>'''Record the call''': Select Record the Call ([[File:GAPI_SIP_Record_Call_Button_900.png|Record button.|alt=The Record button.|link=]]) to record a call. If your contact has opted out of call recording, this button is not available and a message is displayed informing you that the call is not being recorded.</li> |
| − | <li>'''Stop recording the call''' | + | <li>'''Stop recording the call''': Select Stop Recording the Call ([[File:GAPI_SIP_Stop_Record_Call_Button_900.png|Stop Record button.|alt=The Stop Record button.|link=]]) to stop recording a call that you are currently recording.</li> |
| − | <li>'''Pause recording the call''' | + | <li>'''Pause recording the call''': Select Pause Recording the Call ([[File:GAPI_SIP_Pause_Record_Call_Button_900.png|Pause Record button.|alt=The Pause Record button.|link=]]) to pause recording a call that you are currently recording. Not all agents might have this feature.</li> |
| − | <li>'''Resume recording the call''' | + | <li>'''Resume recording the call''': Select Resume Recording the Call ([[File:GAPI_SIP_Resume_Record_Call_Button_900.png|Resume Record button.|alt=The Resume Record button.|link=]]) to resume recording a call that is currently paused recording.</li> |
</ul> | </ul> | ||
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A Tooltip indicates both that the call is being recorded and the length of time of the recording. | A Tooltip indicates both that the call is being recorded and the length of time of the recording. | ||
| − | A call-recording icon ([[File:GAPI_900_SIP_Call_Recording_In_Progress_Icon.png|link=]]) is displayed in the title bar of the {{Link-SomewhereInThisManual|topic=ADNav|anchor=main|display text=Main View}} when a call recording is active. | + | A call-recording icon ([[File:GAPI_900_SIP_Call_Recording_In_Progress_Icon.png|Call Recording icon.|alt=The Call Recording icon.|link=]]) is displayed in the title bar of the {{Link-SomewhereInThisManual|topic=ADNav|anchor=main|display text=Main View}} when a call recording is active. |
|Status=No | |Status=No | ||
}}{{Section | }}{{Section | ||
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|Media=Image | |Media=Image | ||
|image=GAPI_900_Using_Party_Action_Menu.png | |image=GAPI_900_Using_Party_Action_Menu.png | ||
| + | |AltText=Ascreenshot of the Voice interaction view. The call is ended but not marked Done. The agent selects Call to... from the Party Action menu. | ||
|structuredtext=If you are handling a call and the call drops, you can call the contact back in one of two ways: | |structuredtext=If you are handling a call and the call drops, you can call the contact back in one of two ways: | ||
| − | *Open {{Link-SomewhereInThisManual|topic=ADNav|anchor=tcbar|display text=Team Communicator}}, filtering for Recent Calls ([[File:GAPI_Team_Comm_Search_Recents_Button_900.png|20px|link=]]), then select the contact. | + | *Open {{Link-SomewhereInThisManual|topic=ADNav|anchor=tcbar|display text=Team Communicator}}, filtering for Recent Calls ([[File:GAPI_Team_Comm_Search_Recents_Button_900.png|20px|Search Recents filter button.|alt=The Search Recents filter button.|link=]]), then select the contact. |
*Open the '''Party Action''' menu and select the contact's phone number from the {{Link-SomewhereInThisManual|topic=ADNav|anchor=PartyActionMenu|display text=pop-up menu}}. | *Open the '''Party Action''' menu and select the contact's phone number from the {{Link-SomewhereInThisManual|topic=ADNav|anchor=PartyActionMenu|display text=pop-up menu}}. | ||
|Status=No | |Status=No | ||
Revision as of 20:25, May 11, 2021
This topic is part of the manual Agent Workspace Agent's Guide for version Current of Agent Workspace.
Contents
- 1 How do I handle an incoming call?
- 2 Videos about handling calls
- 3 Where can I get help to handle a call?
- 4 What other actions can I take during a call?
- 5 How do I control the volume of my headset and mute myself?
- 6 What do I do at the end of a call?
- 7 What happens when I put someone on hold?
- 8 How do I manually select a caller ID?
- 9 How do I record a call?
- 10 How do I forward my calls?
- 11 How do I call someone back?
- 12 What next?
- 13 Top 5 topics
The controls and features that let you handle voice interactions with contacts or team members.
Related documentation:
Important
- Due to continual changes to Agent Desktop, screen shots in this manual might show interface elements that are not yet available for this product or might not accurately reflect what you can access in the product when you use it.
- Some Workspace Agent Desktop features are available only for Genesys Engage cloud users.
- Some Workspace Agent Desktop features are available only for Genesys Engage On-Premises users.
- The Team Communicator toolbar in the Main Window view
- The Voice Interaction view (while you are handling an active call with a Contact)
How do I handle an incoming call?
What is a voice interaction?
A voice interaction is a view that opens on your Agent Desktop when you accept an inbound call. It includes all the call controls, information about the call (Case Information), and Disposition and Note tabs where you can add information about the call. There might also be tabs on the right side of the view that contain contact information, history, and other features.
Use the Contact tab to review the contact information, such as name, phone number, and email address.
What can I do with a voice interaction?
- Handle it myself
- Handle it myself with help
- Instantly transfer it (
) - Transfer it after a consultation call. If you want to perform a warm transfer or a two-step transfer, click Consult to talk to the consultation target and then click Transfer () to transfer the call.
- End the call (
)
How do I know when I have a call?
When you get a call, a pop-up notification is displayed on your desktop. You might also hear a ringing tone. The Interaction Notification view displays Case Data. Case Data can help you decide whether you Accept or Reject the call.
Important
- Your account might be set up for auto-answer. In that case, calls are accepted for you automatically.
- In some environments, the Reject option is not available.
In some environments, before the call is connected and your contact hears your phone ringing you receive a call preview. The preview has the same appearance as the Interaction Notification view. The call preview lets you decide whether to connect to the call or put the call back into the queue. If a contact directly dials you, call preview is by-passed. The normal Interaction Notification is displayed for directly dialed calls, even if you are not in the Ready state.
What if the caller is Anonymous?
In some contact centers, inbound calls are anonymous. In this case, there is no information to identify the contact in the interaction view or in the Contact tab.
If an anonymous caller provides you with Personally Identifiable Information (PII) and it is your corporate policy to add the PII to the Contact tab, then the caller is no longer anonymous and Agent Desktop searches for the contact in the contact database. To assign the interaction to the contact, enter the PII into the contact search field, select the contact from the search results, then click Assign.
If no matching contact is found, click Add Contact (
) to create a new contact. Add the contact information and click Save.
If you transfer, conference, or consult the call, it remains anonymous to the other party. The call also remains anonymous to Supervisors monitoring the call.
How do I expand or collapse panes to avoid scrolling?
To give yourself more room to work or to focus on a single pane, use the little chevrons (up/down arrows) to expand or collapse different parts of the interaction view:
Videos about handling calls
Here are some quick videos showing some of the things you can do while handling a call:
Overview of handling a voice call
How to transfer a call
How to transfer a call to an agent group
How to make a consultation call
How to use Team Communicator
How to dial a new call
Where can I get help to handle a call?
- To start a consultation click
- To start a conference click
) to talk to the consultation target and then click Transfer to transfer the call.What other actions can I take during a call?
You can:
- Record the call
- Hold the call by clicking
and resume the call by clicking 
- Dial digits using the keypad (
without using your phone. For instance, you can use this keypad dialer when you are navigating a phone system to send dial tones (DTMF). - View and modify contact information in the Contact tab.
- View the contact's interaction history in the Contact tab.
- Sometimes Workspace is unable to assign a call to a contact or it assigns the call to the wrong contact. Your account might be set up to let you assign or change a contact in the Contact tab.
How do I control the volume of my headset and mute myself?
If you use Genesys Softphone, your administrator can set up the controls for your microphone and speakers on your headset. The controls let you mute and unmute yourself or your contact, and let you control the volume of your microphone and speakers.
Depending on how your environment is set up, you might encounter different configurations of buttons:
- To Mute/unmute your microphone click:
- Use the Microphone slider to adjust the volume of your microphone:
- To Mute/unmute your speaker click:
- Use the Speaker slider to adjust the volume of your speaker:
What do I do at the end of a call?
When your call is finished you can perform the following actions:
- Click End Call () to hang up.
- Select a disposition code if required
- Mark Done by clicking Done (
) - Change status as needed
What happens when I put someone on hold?
You can determine how long you have placed a caller on hold (if this feature is enabled).
After you click Hold (), a timer and progress bar begin to count the seconds that the call is on hold.
) to update the contact and let them know that they are still on the call.How do I manually select a caller ID?
When you make a call, you might have to choose a Caller Identification to be displayed on the phone of the contact. This feature might also be enabled for calls that you are transferring or conferencing.
The person you call receives the Caller ID you select. The previous Caller ID that you selected is selected by default. To hide your identity, you can select Anonymous if available. Ask your supervisor about when to use this feature.How do I record a call?
The Call Recording functionality enables you to record the current voice interaction with a contact or an internal target. Agent Desktop supports two different types of call recording: emergency recording and controlled call recording. Your system administrator sets up the type of call recording support in your environment.
If your account is set up for emergency recording, you can start and stop recording by using a single toggle button.
If your account is set up for controlled recording, you can start a recording, pause a recording, resume a recording, and end a recording.
In addition, your account might also be set up for automatic or system-guided recording. With automatic call recording, you receive a notification that recording is in progress.
Call recording enables you to perform the following functions:
- Record the call: Select Record the Call (
) to record a call. If your contact has opted out of call recording, this button is not available and a message is displayed informing you that the call is not being recorded. - Stop recording the call: Select Stop Recording the Call (
) to stop recording a call that you are currently recording. - Pause recording the call: Select Pause Recording the Call (
) to pause recording a call that you are currently recording. Not all agents might have this feature. - Resume recording the call: Select Resume Recording the Call (
) to resume recording a call that is currently paused recording.
Tip
Your account might be enabled for either voice recording or screen recording. You can use the call recording buttons to control both voice recording and screen recording.When you are recording a call, the call icon in the connected-parties area changes to red.
When you pause a call recording, the red call icon changes back to unavailable.
A Tooltip indicates both that the call is being recorded and the length of time of the recording.
A call-recording icon (
) is displayed in the title bar of the Main View when a call recording is active.
How do I forward my calls?
Important
Call forwarding might not be available in your environment.To forward calls to a different extension or phone number, on the selected media channel, in the Forward column, click No Active Forward and Forward.
This action opens the Forward dialog box. Enter the number to which you want to forward your calls and click Apply. Click Cancel to return to the My Channels tab without forwarding your calls.
If you have an Active Forward set and you want to disable it, on the voice channel, in the Forward column, select Forwarded to <number>, then select Cancel Forward to <number>.
In the Cancel Forward dialog box, select Yes to cancel the forward. Canceling the forward removes the active forward and changes the Forward status to No Active Forward. To keep the forward active, select No.
Important
When an Active Forward is set, the application does not receive any calls.How do I call someone back?
If you are handling a call and the call drops, you can call the contact back in one of two ways:
- Open Team Communicator, filtering for Recent Calls (
), then select the contact. - Open the Party Action menu and select the contact's phone number from the pop-up menu.
What next?
Top 5 topics
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