Cisco Webex Contact Center Agent Desktop User Guide

Answer a Call

You can receive a customer call if your administrator provides you the necessary permissions. When you receive a call from a customer (inbound call), the connecting popover is followed by the contact request popover. The contact request popover displays the Incoming Call label, the (Incoming Call) icon, the variables configured by your administrator, and a timer indicating the time elapsed since you received the call. The status of the incoming call is displayed as Ringing.

If you do not answer the call within the maximum available time, the call is returned to the queue and the system changes your state to RONA. A popover appears with options to change your state to either Available or Idle. For more information on RONA popover, see Agent Availability States.

Note

When you are in the RONA state, you cannot receive any calls. To receive requests of any media channels including new voice calls, you must change your state from RONA to Available manually.

To answer a call:

Before you begin

You must be in the Available state to accept customer calls.

Procedure

Step 1

When you receive a call request on your desktop, use your physical phone to answer it.

The timer starts, and the Interaction Control pane is displayed.

Step 2

You can perform the following tasks in the Interaction Control pane while you are handling a call:

Update the call-associated variables. For more information, see Edit Call-Associated Data Variables.
Hold and resume the active call. For more information, see Hold and Resume a Call.
Record and pause the voice call recording. For more information, see Record a Voice Call.
Transfer a call to a queue, an agent, or a dial number. For more information, see Transfer a Call.
Initiate a consult call to a queue, an agent, or a dial number. For more information, see Initiate a Consult Call.
Initiate a three-way communication between you, the customer and another agent. For more information, see Start a Conference Call.

Step 3

Click End. For more information, see End a Call.

Callback

Customers can opt to receive a callback using an IVR (Interactive Voice Response) by calling, visiting the website, or using a chatbot (Virtual Agent) of a call center.

The following are the different callback types:

Courtesy Callback: A customer can opt to receive a courtesy callback instead of waiting in the contact center queue for an agent to answer the call.
Web Callback (Callback): A customer can opt to receive a callback by submitting a callback request along with a name and callback number when visiting the contact center website or interacting with a chatbot (Virtual Agent) on the website.

The callback requests are sent to the Webex Contact Center system. When an agent is available, the system initiates a callback to the customer. The customer can be offered the callback option during peak hours or non-working hours of the contact center.

Callback requests are routed to you as an incoming call request. The callback contact request popover displays the Callback label, the (Callback) icon, phone number of the customer, DNIS (Dialed Number Identification Service), the queue that routed the call to you, and a timer indicating the time elapsed since you received the call. The status of the incoming call is displayed as Ringing.

If the End Call feature for Web Callback is enabled by your administrator, the Ringing status is replaced with the Cancel button in the contact card request.

Note

The icon that is displayed for Courtesy Callback and Web Callback is the same.

If the customer accepts the call, you are connected to the customer and the Interaction Control pane is displayed. For more information on the tasks that you can perform when handling a call, see Answer a Call.

Note

To cancel the Web Callback before the customer answers the call, click Cancel. When the callback is canceled, the Wrap Up Reasons dialog box appears.
If the customer does not answer the call, the call is returned to the queue.
If the contact center has reached the maximum limit for concurrent calls that is set for the data center or tenant, you cannot make more calls, and the corresponding reason codes are displayed on the Agent Desktop. For more information on the maximum limit for concurrent calls, see Make an Outdial Call.

Call-Associated Data Variables

Call-Associated Data (CAD) variables allow the administrator to collect call data such as a case number or any action code of the customer. In Flow Designer, your administrator configures the variables, labels of the variables, and the order in which they must appear on the Interaction Control pane. A maximum of 30 variables are displayed on the Interaction Control pane. While you are on a call, you can edit the CAD variables if your administrator configures the CAD variables as editable. For more information, see Edit Call-Associated Data Variables.

Your administrator marks the variables containing sensitive information, such as personally identifiable information (PII) and your organization's data, as secure. If the variable is marked as secure, the (Secure Variable) icon appears beside the field name in the Interaction Control pane.

Edit Call-Associated Data Variables

You can edit one or more secure or non-secure CAD variables using the Interaction Control pane.

Before you begin

You must have accepted the call request. For more information, see Answer a Call.

Procedure

Step 1

Click within the text box of an editable field and enter an appropriate value. For example, enter a case number or an action code.

Note

You can enter or paste a maximum of 256 characters for a CAD variable value.

You can do the following:

To change an existing value, select the value and overwrite it with a new value.
To copy a CAD variable value, hover the mouse pointer over it and then click .
To select date and time, click the (Date Picker) icon or click on the field.

Note

When consulting or transferring a call, if multiple agents edit the same CAD variable value at the same time, the changes that are saved first are displayed and the other agent is notified with a message. For example, consider that two agents (Agent A and Agent B) edit the same CAD variable at the same time and Agent A saves the value. Then, the value being entered by Agent B is overwritten, and Agent B is notified with a message.
When editing a CAD variable corresponding to date and time, follow the supported international standard in order to save the variable value.

Step 2

(Optional) If the secure variable values are displayed with an asterisk (*) symbol, click the Click to retry link to view their values.

Step 3

After you edit the CAD variable values as required, click Save.

If you try to navigate away without saving the changes to CAD variable values, you are alerted by a message.

Note

There may be a delay for the system to display the updated CAD variable values, based on the routing configuration or events in Flow Designer. Saving the CAD variable values are subject to network availability and other operational considerations.
If your updates are not saved, you are notified with an error message to save again.

To retrieve the previously saved values, click Revert.

Hold and Resume a Call

You can put the customer on hold so that you can consult with another agent or lookup additional customer information.

To put a call on hold:

Before you begin

You must have accepted the call request. For more information, see Answer a Call.

Procedure

Step 1

Click Hold.

The Call on Hold state is displayed next to the timer. The End button is disabled.

Step 2

Click Resume to take a call off hold.

Note

When you are consulting with another agent, your call with the customer is automatically put on hold. When you take the customer off hold, the consulting agent is automatically put on hold. Both calls cannot be on hold simultaneously. For more information on consulting with another agent, see Initiate a Consult Call.

Record a Voice Call

Your call with the customer is recorded only if your administrator has enabled the call recordings for you.

Note

If your administrator has enabled the Privacy Shield feature for your enterprise, you can pause a call recording while obtaining sensitive information such as credit card information from the customer. Your supervisor instructs you about when to pause recording.

To pause and resume recording of a call:

Before you begin

You must have accepted the call request. For more information, see Answer a Call.

Procedure

Step 1

Click Pause Recording to pause the recording of an active call.

Your administrator specifies the duration for which the desktop pauses the call recording. After the time has elapsed, the desktop automatically resumes.

Note

The icon indicates that the recording is in progress.

Step 2

(Optional) Click Start Recording to manually resume recording at any point in time.

Transfer a Call

If you cannot resolve a customer query and want to escalate the active voice call (inbound or outbound), you can transfer the call to another agent or supervisor.

To transfer an active call to a queue, an agent, an entry point, or a dial number:

Before you begin

You must have accepted the call request. For more information, see Answer a Call.

Procedure

Step 1

Click Transfer.

The Transfer Request dialog box appears.

Step 2

You can transfer an active call to a queue, an agent, an entry point, or a dial number. When you choose a queue, agent, or dial number, consider the following:

Agent: You can either select an agent from the drop-down list, or use the search field to filter the list. The drop-down list displays the names of available agents. The agent name is preceded by a green icon. For more information, see Agent Availability States.

Note

Consider the following before transferring a call to an agent:

You cannot transfer a call to an agent who is in the Wrap Up state.
During a blind transfer, the target agent (an agent who receives the call) must be in the Available state. The call is dropped if the target agent does not accept it.

Queue: You can select a queue from the drop-down list, or use the search field to filter the list. The drop-down list displays the queues that are available to transfer the call.

Dial Number: You can enter a name or number; select a name or number from the drop-down list; or use the search field to filter the list. The drop-down list shows the grouped list of contacts in your address book. Names are listed along with the numbers for the contacts in the address book.

The Agent Desktop supports only the special characters + (plus), # (hash), * (asterisk), and : (colon) in the Dial Number field. If you copy a number with special characters to the Dial Number field, the Agent Desktop retains only those special characters that are supported, and removes all other special characters before allowing you to transfer a call.

Note

The Agent Desktop validates the format of the dial number that you enter. The dial number can contain 3-14 digits and the supported special characters.
The dial number supports the following formats:
- US format: + [Country Code][Area Code][Seven-digit Phone Number]
  
  For example, +12015532447
- E.164 number format: [+][Country Code][Number]
  
  For example, +11234567890
- IDD (International Direct Dialing) format: [IDD][Country Code][Number]
  
  For example, 01161123456789

Your administrator defines the workflows, queues, and entry points based on your organizational requirements. When transferring a call to an entry point, you can transfer the call to an entry point associated with the current workflow or a different workflow. For example, consider that you are interacting with the customer on a debit card query, and the customer intends to transact on credit card details. You can now transfer the call from the debit card workflow to the credit card workflow.

When the call is transferred to an entry point, the CAD variables with the same name and data type are carried forward to the new workflow. For example, consider that you transfer the call from flow1 (EP_Debit Card) to flow2 (EP_Credit Card) and flow2 (EP_Credit Card) is the active workflow:

CAD variables with the same data type: If both flow1 and flow2 have a CAD variable customerID of type Integer, the value of the CAD variable customerID is copied from flow1 to flow2.
CAD variables with different data types: If flow1 and flow2 have a CAD variable var1 with data type Integer in flow1 and String in flow2, then var1 will not be carried over from flow1 to flow2.
CAD variables with dynamic updates (such as account balance): If both flow1 and flow2 have a CAD variable acBalance of type Integer, and activities such as Set Variable which dynamically update the variable value, then acBalance in flow2 will have the new value.

Note

When a call is transferred to an entry point, the call cannot be routed back to you.
The dial number mapped to an entry point may fail for the following reasons:
- When you can't retrieve the entry point, dial number, or both from the list
- When you enter an invalid entry point or dial number
If the issue persists, contact your administrator to resolve it.
When initiating a blind transfer, do not use an entry point number as the dial number.

Step 3

(Optional) Click the (Refresh the List) icon to retrieve the most recent list of agents, queues, and dial numbers.

The retrieved list displays the current agent availability states.

Step 4

Click Transfer.

The transfer request is initiated and the Wrap Up Reasons dialog box appears. For more information, see Apply a Wrap-Up Reason.

Note

If you wish to transfer the call immediately (blind transfer), select either Agent or Dial Number and click Transfer. The call is answered by any available agent.

Initiate a Consult Call

You can initiate a consult call with another agent while you are on an active call with a customer.

Before you begin

You must be on an active call with a customer. For more information, see Answer a Call.

Procedure

Step 1

Click Consult.

The Consult Request dialog box appears.

Note

To interact with another agent, it is recommended to initiate a consult call using the Consult Request dialog box in the Agent Desktop rather than using a phone device (hardphone or softphone).

Step 2

Choose one of the following options:

Agent: You can either select an agent from the drop-down list or use the search field to filter the list. The drop-down list displays the names of agents who are available to consult the call. The agent name is preceded by a colored icon indicating the current availability state. For example, the Available state is preceded by a green icon. For more information, see Agent Availability States.

Queue: You can either select the required queue from the drop-down list or use the search field to filter the list. The drop-down list displays the queues that are available to consult the call.

Note

The system searches for an available agent in the selected queue. If you do not wish to wait, then click Cancel Consult to cancel the initiated consult request.

Dial Number: You can enter a name, number or entry point; select a name, number, or entry point from the drop-down list; or use the search field to filter the list. The drop-down list shows you the grouped list of entry points and contacts in your address book. The drop-down list displays the entry points that your administrator has mapped as dial numbers for an inbound call. Names are listed along with the numbers for the entry points and contacts in the address book.

Click the (Expand) icon and select the number from the drop-down list or use the search field to filter the list.

The Agent Desktop supports only the special characters + (plus), # (hash), * (asterisk), and : (colon) in the Dial Number field. If you copy a number with special characters to the Dial Number field, the Agent Desktop retains only those special characters that are supported, and removes all other special characters before you initiate a consult call.

Note

The Agent Desktop validates the format of the dial number that you enter. The dial number can contain 3-14 digits and the supported special characters.
The dial number supports the following formats:
- US format: + [Country Code][Area Code][Seven-digit Phone Number]
  
  For example, +12015532447
- E.164 number format: [+][Country Code][Number]
  
  For example, +11234567890
- IDD (International Direct Dialing) format: [IDD][Country Code][Number]
  
  For example, 01161123456789
When initiating a blind transfer, do not use an entry point number as the dial number.

Step 3

(Optional) Click the (Refresh the List) icon to retrieve the most recent list of agents, queues, entry points and dial numbers.

The retrieved list displays the current agent availability states.

Step 4

Click Consult.

The Consult Requested state is displayed next to the timer.
The consult call request displays a maximum of nine variables on the popover. That is, the three default variables (Agent Name, Agent DN, Agent Team) and a maximum of six variables configured by your administrator. The three default variables refer to the agent who initiated the consult call.
When the consult call request is accepted by an agent, two Interaction Control panes are displayed on your desktop along with the variables.
- Caller (customer): The Interaction Control pane displays the customer details. The status is updated based on the actions you perform. For example, when you are consulting with the agent, the customer call status is Call on Hold.
- Consulted agent: The Interaction Control pane displays details of the agent with whom you are consulting (the agent who receives the consult call). The status is updated based on the actions you perform. For example, when you start consulting with the agent, the status changes to Consulting. You can put the consulting agent on hold by clicking Hold. The status changes to Consulting on Hold. For more information, see Hold and Resume a Call.
  
  The consulted agent can exit the call by clicking Exit Consult, and the call continues between you and the customer.

If a consult call is initiated through the dial number mapped to an entry point (EP-DN), consider the following points:

To initiate the EP-DN consult call, ensure to select the entry point number from the drop-down list.
Search criteria must be an entry point number and not special characters such as () (parentheses) or - (hyphen).
If the entry point number entered by you doesn't match with the EP-DN configured by your administrator, the consult call is initiated to the dial number and not to the EP-DN.
If the consulted agent doesn't answer the consult call or the device is malfunctioning, the system changes the consulted agent's state to RONA.
If the consulted agent doesn't accept the consult call, the agent initiating the consult call receives a consult call failure message.
Until the consulted agent accepts the consult call, the Transfer and the Conference buttons are disabled for the agent who initiated the consult call.
The Resume button is enabled even if the consulted agent has not yet accepted the consult call request.
The consult call request displays a maximum of seven variables. That is, the default variable (Agent DN) and a maximum of six variables configured by your administrator. The default variable refers to the agent who initiated the consult call.

Figure 1. Sample example of the consulted agent details
The consulted agent can't edit variables. To view the updated variables, the consulted agent must refresh the browser.
Consult call may fail for the following reasons:
- You can't retrieve the entry point, dial number, or both from the list.
- You enter an invalid entry point or dial number.
If the issue persists, contact your administrator to resolve it.

Step 5

(Optional) You can perform the following while on a consult call with another agent:

Click Resume to put the consulting agent on hold and take the customer off hold. For more information, see Hold and Resume a Call.
Click Transfer to transfer the call to the consulting agent. The transfer request is initiated and the Wrap Up Reasons dialog box appears. For more information, see Transfer a Call.
Click Conference to establish a three-way communication between you, the customer and the consulting agent. For more information, see Start a Conference Call.

Step 6

Click End Consult.

The Wrap Up Reasons dialog box appears. For more information, see Apply a Wrap-Up Reason.

The following table records the actions that each user can perform during a consult call:

Agent 1: Refers to the agent who initiates a consult call.

Agent 2: Refers to the agent who accepts the consult call.


Role	Summary
Customer	A customer cannot initiate a consult call. When Agent 1 consults with Agent 2, the customer is put on hold. The customer can drop from an ongoing call with Agent 1, thereby ending the interaction.
Agent 1	Agent 1 can initiate and end a consult call. Agent 1 can resume a customer call that was put on hold. Agent 1 can consult with Agent 2 and put Agent 2 on hold. Agent 1 can transfer a call to Agent 2. When the transfer request is initiated, the Wrap Up Reasons dialog box appears for Agent 1. The call continues between Agent 2 and the customer. Agent 1 can start a conference call with Agent 2 and a customer. When a customer drops from a consult call, the interaction ends, and the Wrap Up Reasons dialog box appears for Agent 1. Agent 1 can end a consult call by clicking the End Consult button or by hanging up the physical phone. The customer and Agent 2 are dropped from the consult call.
Agent 2	When Agent 1 resumes a call with the customer who was put on hold, Agent 2 is put on hold and the customer is taken off hold. Agent 2 cannot resume or end a consult call. Agent 2 cannot apply a wrap up reason for a consulting call. Agent 2 can end a consult call by clicking the Exit Consult button, and the call continues between Agent 1 and the customer. Agent 2 can accept a transfer request made by the Agent 1 during the consult call. If Agent 1 starts a conference call when consulting Agent 2, Agent 2 will be part of the conference call. If the customer drops from a consult call, the interaction ends. Agent 2 is dropped from the call without wrap up.

Start a Conference Call

To start a three-way conference call between you, the customer and another agent:

Before you begin

You must have initiated a consult call. For more information, see Initiate a Consult Call.

Procedure

Step 1

Click Conference while you are consulting with another agent. For more information, see Initiate a Consult Call.

The Conference icon is displayed next to the timer. The customer is taken off hold and you, the customer, and the consulting agent can communicate with each other.

Note

All the variables from the consult call have been carried to the conference call. The conference call variables include the consulted agent's name and dial number.
Click Transfer to transfer the call to the consulting agent. The transfer request is initiated and the Wrap Up Reasons dialog box appears. For more information, see Transfer a Call.
The consulted agent can exit the call by clicking Exit Conference, and the call continues between you and the customer.

Step 2

Click End Conference.

The Wrap Up Reasons dialog box appears. For more information, see Apply a Wrap-Up Reason.

The following table records the actions that each user can perform during a conference call:

Agent 1—Refers to the agent who starts a conference call.

Agent 2—Refers to the consulted agent who is part of the conference call.


Role	Summary
Customer	A customer cannot initiate a conference call. When Agent 1 starts a conference call, the customer is taken off hold. The call continues between Agent 1, Agent 2, and the customer. The customer can drop from an ongoing call with Agent 1 and Agent 2, thereby ending the interaction. During a conference call, the customer cannot be put on hold.
Agent 1	Agent 1 can start and end a conference call. Agent 1 can start a conference call with Agent 2 by clicking the Conference button. During a conference call, Agent 1 cannot put a customer or Agent 2 on hold. Agent 1 can transfer a call to Agent 2. When the transfer request is initiated, the Wrap Up Reasons dialog box appears for Agent 1. The call continues between Agent 2 and the customer. When a customer drops from a conference call, the interaction ends, and the Wrap Up Reasons dialog box appears for Agent 1. Agent 1 can end a conference call by clicking the End Conference button or by hanging up the physical phone. The customer and Agent 2 are dropped from the conference call.
Agent 2	Agent 2 cannot end a conference call. Agent 2 cannot apply a wrap up reason for a conference call. Agent 2 can end a conference call by clicking the Exit Conference button, and the call continues between Agent 1 and the customer. If Agent 1 starts a conference call when consulting Agent 2, Agent 2 will be part of the conference call. Agent 2 can accept a transfer request made during the conference call by Agent 1. If a customer drops from a conference call, the interaction ends. Agent 2 is dropped from the call without wrap up.

Make an Outdial Call

If your profile is configured for outdial, you can make an outdial call to the customer. The outdial configuration includes configuring the dial plan, address book, or both. The format of the phone number that you can dial is determined by the settings in your agent profile. For example, you might be restricted from entering phone numbers of a specific length or beginning with specific area codes.

You can make an outdial call when you're in the Available state or any Idle state.

The Outdial Call icon on the horizontal header is enabled based on your profile settings. You can't make an outdial call when you have an active inbound voice call.

To make an outdial call:

Procedure

Step 1

Click the (Outdial Call) icon.

If the contact center has reached the maximum limit for concurrent calls (inbound and outdial) that is set for the data center or tenant, you can't make more calls. The corresponding reason codes are displayed on the Desktop.

Reason Code	Description
26	The data center has reached the maximum limit for concurrent calls.
27	The tenant has reached the maximum limit for concurrent calls.

Step 2

Choose from one of the following:

Address Book: You can either select the required contact from the drop-down list or use the search field to filter the list. The contacts that appear in the address book are from your enterprise address book which is configured by your administrator.

Dialpad: Enter the phone number using the dialpad. Your agent profile must have the required permissions to dial a number using the dialpad.

Note

You can't use an extension number to make an outdial call.
You can't use an entry point number as the dial number to make an outdial call.
You can enter the phone number in the following formats:
- US format: + [Country Code][Area Code][Seven-digit Phone Number]
  
  For example, +12015532447
- E.164 number format: [+][Country Code][Number]
  
  For example, +11234567890
- IDD (International Direct Dialing) format: [IDD][Country Code][Number]
  
  For example, 01161123456789
The Desktop supports only the special characters + (plus), # (hash), * (asterisk), and : (colon) in the dialpad. If you copy a number with special characters in the dialpad, the Desktop retains only those special characters that are supported, and removes all other special characters before allowing you to place an outdial call.

Step 3

(Optional) Choose an outdial ANI from the Select Outdial ANI drop-down list. This number is used as your caller number, and is displayed in the customer's caller ID. The drop-down list appears in the alphabetical order.

To remove the selected outdial ANI, choose the Select Outdial ANI label from the drop-down list.

Note

Your administrator adds the outdial ANI list to your profile.
If you don't select an outdial ANI, the default outdial ANI of your organization is used as your caller number. The default outdial ANI is configured by your administrator.

Step 4

Click Call displayed next to the contact in the address book or on the dialpad.

Your call request is sent to the phone number you specified. The popover displays the Outdial Call label, the (Outdial) icon, the phone number of the contact center, DNIS (Dialed Number Identification Service), the queue that routed the call to you, and a timer indicating the time that is elapsed since you received the call. If the End Call feature is enabled by your administrator, the Cancel button appears in the contact card request.

You receive a call on your physical phone.

Note

If an outdial call fails, the Desktop displays error messages for the following scenarios:

An outdial call that you dialed doesn't connect to the customer. For example, due to call connectivity issues.
You reject an outdial call. For example, when you're busy with another interaction.
A customer disconnects an incoming call. For example, the customer cancels an incoming call.
A customer doesn't answer an incoming call. For example, the call rings but the customer fails to answer the call.

Step 5

Answer the call on your physical phone, and wait for the customer to respond.

When the customer responds to your call, the timer starts, and the Interaction Control pane is displayed.

Step 6

You can perform the following tasks in the Interaction Control pane while you are handling a call:

Hold and resume the active call. For more information, see Hold and Resume a Call.
Record and pause the voice call recording. For more information, see Record a Voice Call.

Transfer a call to a queue, an agent, or a dial number. For more information, see Transfer a Call.

Note

If your administrator has enabled transfer to queue for an outdial call, you will have a Queue option in the Transfer Request dialog box. Else, only Agent and Dial Number options are available.

Initiate a consult call to a queue, an agent, or a dial number. For more information, see Initiate a Consult Call.

Step 7

Click End.

The Wrap Up Reasons dialog box appears. For more information, see Apply a Wrap-Up Reason.

When the outdial call ends, your availability status changes based on the configuration that is defined by your administrator. If the administrator has defined the Agent Available After Outdial as Yes, after an outdial call ends, your status is set as Available even if you had made the outdial call in the Idle state.

Note

When you make an outdial call from the Available state, there is a brief period where you might receive an inbound call while the outdial call is still being initiated.

In this case, the outdial call will fail with an error message.

Make an Outdial Call from Agent Interaction History

To make an outdial call from the Agent Interaction History pane:

Before you begin

You must apply a wrap up reason for a voice call. The Agent Interaction History pane displays your previous voice call communications with a customer in the All and Calls tabs.

Procedure

Step 1

In the Agent Interaction History pane, select the All tab or the Calls tab.

Step 2

Hover the mouse pointer over the phone number of the contact that you want to call and then select Click to Call.

Note

You cannot make a new call from the Agent Interaction History pane while you are on an active call.
You can edit the phone number if required, before making the call. To edit, click the (Edit before Call) icon and edit the phone number displayed on the Dialpad, and then click Call.

Your call request is sent to the phone number you specified. The popover displays the Outdial Call label, the (Outdial) icon, the phone number of the contact center, DNIS (Dialed Number Identification Service), the queue that routed the call to you, and a timer indicating the time that is elapsed since you received the call. If the End Call feature is enabled by your administrator, the Cancel button appears in the contact card request.

You receive a call on your physical phone.

Note

If an outdial call fails, the Desktop displays error messages for the following scenarios:

An outdial call that you dialed doesn't connect to the customer. For example, due to call connectivity issues.
You reject an outdial call. For example, when you're busy with another interaction.
A customer disconnects an incoming call. For example, the customer cancels an incoming call.
A customer doesn't answer an incoming call. For example, the call rings but the customer fails to answer the call.

Step 3

Answer the call on your physical phone, and wait for the customer to respond.

When the customer responds to your call, the timer starts, and the Interaction Control pane is displayed.

For more information on the tasks to be performed in the Interaction Control pane when you handle a call, see Make an Outdial Call.

Step 4

Click End.

The Wrap Up Reasons dialog box appears. For more information, see Apply a Wrap-Up Reason.

Make an Outbound Preview Campaign Call

The administrator creates campaigns, configures dialing mode (preview), and assigns a team to the campaign. If you are part of the team for which campaigns are assigned, the (Campaign Contact) icon is displayed on the horizontal header, and you can make an outbound preview campaign call.

You can view the customer's contact information before making the campaign call.

To make an outbound preview campaign call:

Before you begin

You must be in the Available state to accept an outbound preview campaign call.

Procedure

Step 1

Click the (Campaign Contact) icon displayed on the horizontal header.

The Campaign Contact dialog box appears with the customer's contact information.

Step 2

After you review the customer's contact information, click Call to make the call or click Skip to view the next preview campaign call request.

If the contact center has reached the maximum limit for concurrent calls that is set for the data center or tenant, you cannot make more calls, and the corresponding reason codes are displayed on the Agent Desktop. For more information on the maximum limit for concurrent calls, see Make an Outdial Call.

If you accept the call, the system places the call to the customer, and the Campaign Contact icon is disabled. The preview campaign call contact card request in the Task List pane displays the Campaign Call label, the (Campaign Contact) icon, the details based on the configuration defined by your administrator and a timer indicating the time elapsed since you initiated the preview campaign call. The status of the call is displayed as Ringing. If the End Call feature is enabled by your administrator, the Ringing status is replaced with the Cancel button in the contact card request.

If the customer accepts the call, you are connected to the customer and the Interaction Control pane is displayed. For more information on the tasks that you can perform when handling a call, see Answer a Call

Note

If the attempt fails, the Campaign Contact icon is enabled and you can start the campaign call again.

The Call Guide tab is displayed in the Auxiliary Information pane if your administrator has configured questions and answers at the campaign level. You are prompted to answer a question. Based on the answer, you are prompted to traverse through the next set of questions in the call guide. You must submit your responses to complete your Call Guide.

End a Call

After you have helped your customer with queries, it is a good practice to ask the customer to end the voice call. When the customer ends the call, the Wrap Up Reasons dialog box appears. If necessary, you can also end the call.

Note

You cannot end the call when the call is on hold. For more information, see Hold and Resume a Call.

To end a call:

Before you begin

You must have accepted the call request. For more information, see Answer a Call.

Procedure

Step 1

Click End.

The Wrap Up Reasons dialog box appears. For more information, see Apply a Wrap-Up Reason.

Step 2

(Optional) If you are using a handset or headset, you must hang up the physical phone before you can receive the next call.

Bias-Free Language

Results

Chapter: Manage Voice Calls

Manage Voice Calls

Answer a Call

Before you begin

Procedure

Callback

Call-Associated Data Variables

Edit Call-Associated Data Variables

Before you begin

Procedure

Hold and Resume a Call

Before you begin

Procedure

Record a Voice Call

Before you begin

Procedure

Transfer a Call

Before you begin

Procedure

Initiate a Consult Call

Before you begin

Procedure

Start a Conference Call

Before you begin

Procedure

Make an Outdial Call

Procedure

Make an Outdial Call from Agent Interaction History

Before you begin

Procedure

Make an Outbound Preview Campaign Call

Before you begin

Procedure

End a Call

Before you begin

Procedure

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